Ory Network Service Level Agreement

1. Availability

Services are considered available if the Customer can use the Service APIs and access the application data at the public endpoints of the Service APIs. Availability is measured continuously and calculated in minutes based on a calendar month.

Availability percentage is calculated using the following formula:

Where:

• $T$: Total time (43,800 minutes)
• $M$: Maintenance
• $D_o$: Downtime not attributable to Ory*
• $D$: Downtime

*see 4. SLA Exclusions

2. Maintenance

Planned Maintenance

Ory may occasionally schedule planned maintenance to technically update, ensure functionality and interoperability, and enhance and secure the Service. At least thirty (30) days before any planned maintenance, Ory will notify customers via the Ory status page, detailing the nature, scope, and expected duration. Customers can subscribe to receive these notifications via email. Whenever feasible, these maintenance windows are scheduled during low-traffic times to minimize substantial impact on Service usage. Ory aims to limit planned maintenance to no more than six hours annually.

Emergency Maintenance

Ory may perform emergency maintenance to address immediate security vulnerabilities, performance degradation, or availability concerns that could materially impact Customers. Advance notice may not be possible for emergency maintenance, but Ory will make reasonable efforts to notify Customers via the Ory status page as soon as practicable.

3. Downtime

Downtime refers to the total number of minutes within a calendar month during which the Service is unavailable to the customer.

4. SLA Exclusions

1. Force Majeure Events
2. Issues stemming from the Customer or their End Users (hardware, software, or network problems)
3. Unauthorized actions or inactions by Customer
4. Load or penetration testing by Customer
5. Usage of beta or non-generally available features or services
6. Using staging or development environment (See https://www.ory.sh/docs/guides/workspaces)

5. Service Credits

1. The amount and method of calculation of Service Credits are described below in 7. Service Credit Calculation.
2. Service Credits are the Customer’s sole and exclusive remedy for any violation of the Service Levels as defined in this document and do not affect the Master Terms.
3. Service Credits will only be calculated against the Customer’s monthly subscription plan base fee.
4. Service credits are applied to the next billing cycle after the service credit claim is approved, decreasing the next invoice based on 7. Service Credit Calculation percentage.

6. Service Credits Claims

1. To be eligible to submit a Claim, the Customer must first have notified Ory of the specific incident by creating a support ticket in Zendesk within five (5) business days following such incident.
2. To submit a Claim, Customers must contact Ory as detailed above in 6.1. Customers must provide reasonable details and sufficient evidence to support any Claim, including but not limited to detailed descriptions of an incident, the duration of such incident, network traceroutes, the URL(s) affected, and any steps taken or attempts made by the Customer to resolve the incident. Customers must submit a claim within 30 days after the end of the month in which the incident that is the subject of such claim occurred.
3. Ory will use all information reasonably available to it to validate a Claim and make a good faith judgment on whether a Service Credit applies to such Claim.
4. The amount of Service Credits is defined in 7. Service Credit Calculation.

7. Service Credit Calculation

Enterprise Tier

Ory Network guarantees a minimum Service Availability of 99.99% for Enterprise-Tier Customers. The availability of the Service APIs for a customer is calculated based on customer claims and Ory’s monitoring.