This is a placeholder Service Level Agreement structure for review by the legal team. Final commitments, percentages, and remedies will be set by counsel and product leadership before publication.
This Service Level Agreement (the “SLA”) describes the service availability commitment and support response targets that Metrica Software (the “Provider”) offers to subscribers of Power BI Connector for HubSpot (the “Service”).
1. Service Availability Commitment #
The Provider targets [XX.X]% monthly uptime for the Service, calculated as the percentage of minutes in a calendar month during which the consumer OData endpoints and the management UI are reachable, excluding scheduled maintenance and excluded events listed below.
2. Excluded Events #
The following are not counted against the availability commitment:
- Scheduled maintenance windows announced in advance.
- Outages of the Licensee’s HubSpot account, HubSpot portal, or identity provider.
- Outages of Microsoft Power BI or the Licensee’s network.
- Force majeure events outside the Provider’s reasonable control.
- Use of the Service in violation of the End-User License Agreement.
3. Support Response Targets #
| Severity | Definition | Initial response target |
|---|---|---|
| P1 — Critical | Service unavailable for all users. | [X] business hours |
| P2 — High | Major feature degraded for many users. | [X] business hours |
| P3 — Medium | Non-critical issue with workaround available. | [X] business days |
| P4 — Low | Question, feature request, cosmetic issue. | [X] business days |
4. Remedies #
If the Provider fails to meet the availability commitment in a given calendar month, the Licensee may request a service credit calculated as a percentage of the monthly subscription fee, in accordance with the schedule to be defined by counsel. Service credits are the Licensee’s sole and exclusive remedy for any availability shortfall.
5. How to Open a Support Request #
Open a request via the support channels documented for Power BI Connector for HubSpot, or directly through the support helpcenter. Severity is assigned by the Provider based on the symptom and impact described.
6. Changes #
The Provider may update this SLA from time to time. Material changes will be communicated to subscribers in advance through the normal release-notes channel and in the documentation.
