PatenTrack – Service Level Agreement

Effective: February 22, 2022

1. Our Commitment: PatenTrack provides a 99.9% Uptime commitment for Customers on the Enterprise plan and above (our Service Level Agreement or SLA). If we fall short of our 99.9% Uptime commitment and you are affected, we’ll apply a Service Credit to your account for future use.
2. Downtime: Downtime is the overall number of minutes PatenTrack was unavailable during a PatenTrack fiscal quarter (i.e., February 1 through April 30 and every three month period thereafter). PatenTrack calculates unavailability using server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests.
   Downtime excludes the following:
   Slowness or other performance issues with individual features, e.g. link expansions, search, file uploads, etc.
   Issues that are related to external apps or third parties, including EPO, USPTO, WIPO, PACER, etc.
   Any products or features identified as pilot, alpha, beta or similar
   External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server.
   Scheduled Downtime for maintenance.

1. Uptime Commitment: Uptime is the percentage of total possible minutes PatenTrack was available during a fiscal quarter. Our commitment is to maintain at least 99.9% Uptime: [(total minutes in quarter – Downtime) / total minutes in quarter] > 99.9%
2. Scheduled Downtime: Sometimes we need to perform maintenance to keep PatenTrack working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours advance notice. In a year, scheduled downtime won’t exceed 10 hours.
3. Service Credit: If we fall short of our Uptime commitment, we’ll apply a credit equal to 10 times the period PatenTrack was down (“Service Credits”). Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, require you to have paid any outstanding invoices and expire upon termination of your customer contract. Service Credits are the sole and exclusive remedy for any failure to meet our obligations under this SLA. Note, Downtime doesn’t affect everyone at the same time or in the same way. For example, some accounts may receive Service Credits during an outage in their region, while other accounts in other regions that have not been similarly affected will not.
4. Updates: As our business evolves, we may change our Service Level Agreement. Customers can review the most current version of the Service Level Agreement at any time by visiting this page.