Terms

Thanks for taking the time to learn about our legal policies. Below you will find our terms for the different account types, as well as service level agreements for our different services.

This document was last revised 01-01-2021.

Since it is not yet possible to create an addon account the terms are not available.

This document was last revised 22-04-2022.

Goaddon is committed to use commercially reasonable efforts to maximize the availability of your database. This Service Level Agreement (“SLA”) applies only to paid dedicated database clusters that have been up for a minimum of 48 hours, and does not apply to any other service offered by Goaddon. We will give at least 14 days of advance notice for adverse changes to this SLA. Do not subscribe to Database Hosting unless you understand and agree to this SLA in its entirety.

Extended SLAs are available on request.

1. Definitions

In this SLA, the “Agreement” refers to the parent agreement of this SLA. The Agreement supersedes this SLA.

The “Account” refers to the legal entity that is a part of the Agreement with Goaddon.

The “Database Cluster” is the dedicated database cluster of the Account.

"Monthly Fees" means the total amount paid under the Account for its Database Cluster during the month.

"Downtime" is calculated on a monthly basis and is the total number of minutes during the month that the entire Database Cluster was unavailable. A minute is considered unavailable if all of your continuous attempts to establish a connection to the Database Cluster within the minute fail. Downtime does not include partial minutes of unavailability or scheduled downtime for maintenance and upgrades.

“Fee Deduction" is the percentage of the Monthly Fees to be credited to the Account if Goaddon approves your claim, as set forth in the table above.

"Monthly Uptime Percentage" is calculated on a monthly basis and is calculated as (total minutes in month - Downtime)/ total minutes in month * 100. If the Database Cluster is deployed for only part of the month it is calculated as 100% available for the minutes of the month where it is not deployed.

2. Our Obligations

If we do not achieve and maintain the Monthly Uptime Percentages set forth in the table below, you may be eligible for a Fee Deduction.

Monthly Uptime Percentage Fee Deduction
< 95% 10%
< 90% 25%
< 70% 100%

We do not commit to any particular response time in situations of downtime.

3. Account Obligations

To be eligible for a Fee Deduction:

  1. You must contact Goaddon within 24 hours of first becoming aware of an event that impacts service availability.
  2. You must submit your claim and all required information by the end of the month immediately following the month in which the Downtime occurred.
  3. You must include all information necessary for Goaddon to validate your claim, including: (i) a detailed description of the events resulting in Downtime, including logs from your attempts to establish a connection, as documentation of the errors and corroboration of your claimed outage (any confidential or sensitive information in the logs should be removed or replaced before shared with Goaddon); (ii) information about the time and duration of the Downtime; (iii) the number and physical location(s) of affected users (if applicable); and (iv) descriptions of your attempts to resolve the Downtime as it occurred.
  4. You must reasonably assist Goaddon in our investigation of the cause of the Downtime and our processing of your claim.
  5. You must comply with applicable Goaddon documentation, MongoDB documentation and any advice from our support team.
4. Limitations

Downtime does not include, and the Account will not be eligible for a Fee Deduction for any performance or availability issue that is caused by:

  1. Factors outside of our reasonable control, including acts of God, labor disputes or other industrial disturbances, systemic electrical, telecommunications or other utility failures, breakdown of communication facilities, breakdown of internet service providers, cyber-attacks, earthquakes, storms, floods, fires, pandemics, quarantines, or other elements of nature, as well as blockages, embargoes, riots, acts or orders of government, acts of terrorism or war;
  2. Services, hardware, or software provided by a third party, such as cloud platform services on which the Database Cluster runs;
  3. Use of your password or equipment to access our systems;
  4. Your or any third party’s (a) improper use, scaling or configuration of the Database Cluster, or (b) failure to follow appropriate security practices; or
  5. Insufficient resources in the nodes you have chosen for hosting of the Database Cluster.
5. Fee Deductions

We will process claims within 30 days of receipt. If we determine that you have met the Account Obligations above and that none of the stated Limitations apply to your claim, we will grant the Account a Fee Deduction.

We will apply any Fee Deduction to future invoices for the Database Cluster that experienced the Downtime.

Fee Deductions are the sole and exclusive remedy of the Account under this SLA.