Service Level Agreement (SLA)

Service Level Agreement (SLA)

Monotype provides our customers with Uptime commitments for certain Monotype Fonts plans as stated in the applicable agreement or support package. If we fall short of our Uptime commitments, we will apply Service Credits to your account.

Service Levels

Project Plans

Standard

Pro

Unlimited

Service level (uptime) targets

–

–

99.5%

99.9%

Service Credit

–

–

5X

10X


Customers are required to report a Service Outage within five (5) days of the occurrence of such an outage. This could qualify the Customer for a Service Credit (if we miss our uptime targets), which will then be accrued on a quarterly basis, and applied against future renewals.

Definitions

Reported Downtime is the overall number of minutes that Monotype reports Monotype Fonts as being unavailable during the quarter. Downtime excludes the following:

  • Non-availability of Monotype Fonts caused by external apps or third parties, excluding SSO integrations provided by Monotype after a successful initial setup
  • External network or equipment problems outside of reasonable control, such as bad routing tables between your internet service provider (ISP) and Monotype’s server
  • Scheduled/Breakdown Maintenance communicated via the website


Scheduled/Breakdown Downtime: Sometimes we need to perform maintenance to keep Monotype Fonts working smoothly. If scheduled downtime is necessary, we will publish this on the website, in advance.

Reporting Downtime: Please submit a notification of downtime and request for credit via email to [email protected], clearly stating Company Name, Day of Outage, Duration of Outage and Customer Contact information (for follow up if needed). Customers are required to report downtime within five (5) days of the occurrence.

Downtime doesn’t affect everyone at the same time or in the same way. For example, some accounts may experience outages, while other accounts may not, so it is important to report these outages to Monotype.

Uptime is the percentage of total minutes the Monotype Fonts platform was available during a quarter. Monotype’s Uptime commitment for customers is 99.5% on the Pro plan and 99.9% on the Unlimited plan.

Quarterly Uptime Calculation: We will calculate our Uptime and publish these reports monthly.

[(total minutes in quarter - Reported Downtime) / total minutes in quarter]

Service Credits: Should uptime commitment fall short, Monotype will apply a quarterly credit equal to 5 times for Pro plan customers or 10 times for Unlimited plan customers. The credit value is based upon the contractual rate for the period of time that Monotype falls outside of the Uptime commitment.

Service Credits are not refunds, cannot be exchanged into a cash amount, will accrue each quarter through the duration of the contract, and require the customer to have paid any outstanding invoices. These Service Credits will be applied against the fees for any future renewal. Service Credits will expire upon termination of your contract. Service Credits are the sole and exclusive remedy for any failure by Monotype to meet its obligations under the uptime commitment.