Census SLA credit guide

Census (Core Services and Data Delivery Services) publishes its credit — it is simply not a band table, so there is no tier here for a measured uptime percentage to land in. It accrues with the length of the outage instead of stepping at an availability threshold. ⚠️ CHECK YOUR CENSUS PRICING PLAN BEFORE ANYTHING ELSE — THE CREDIT MAY NOT APPLY TO YOU AT ALL. §2.5 ends: "Notwithstanding anything to the contrary, Customer is only entitled to a Service Credit if Customer purchased a pricing plan that explicitly specifies inclusion of an Uptime Commitment." Ontracko cannot see your plan, so it quotes no amount for Census; on a plan that does not specify the Uptime Commitment, nothing is owed however bad the month. SOURCE: Census's Service Level Agreement, served from https://www.fivetran.com/legal/census-sla (Census is now part of Fivetran; this is a separate document from Fivetran's own SLA and speaks as Census), Last updated Jan 26, 2024. THE COMMITMENT (§2.7): each of the Core Services (the Census web application) and the Data Delivery Services (the data integration infrastructure for the connectors specified on each Order Form) "will experience Uptime of 99.9% of the minutes in a given calendar month". It is a GUARANTEE — "the commitment made by Census", with Service Credits as Customer's exclusive remedy and Census' sole liability for performance or availability issues (§4.3). THE CREDIT IS A PRO-RATA FORMULA, NOT A TIER TABLE (§2.5): ((Downtime ÷ total minutes in the applicable calendar month) × (annual fee for Service ÷ 12)) — the Downtime fraction of one month's fee. Core Services credits are calculated on the subscription platform fees for the then-current term; Data Delivery credits on the subscription connector fees for the affected connector(s). CAPPED at 50% of the total monthly fees for that Service in the calendar month of the incident. NOT CASH: Service Credits may only be redeemed for future purchases of Census services or applied to future invoices for Census services. DOWNTIME (§2.3): for Core Services, minutes the Core Services are available less than the Uptime Commitment (e.g. a 500 error page, or the application will not load — §3.1.1); for Data Delivery, a connection that is completely broken / not syncing data at all, or scheduled syncs that are not On-Time Syncs (syncs that begin their work within ten minutes of their scheduled time, §2.4). DATA DELIVERY COVERAGE (§3.2): a data source is covered only once it has successfully completed the initial full sync and then the maximum of either twenty-five incremental syncs or two days of continuous successful syncs, and only for the sources and destinations on the executed Order Form. ⚠️ WHAT ONTRACKO OBSERVES: the status-feed monitoring behind this page measures Core Services availability from Census's public incident record; it cannot see whether YOUR syncs ran late or a connection of yours stopped syncing, so a Data Delivery claim must be built from your own sync history. ⏰ THE WINDOW (§4.1): within thirty (30) days of the END of the calendar month giving rise to the potential Service Credit (anchored to MONTH-END, DEADLINE_BASIS.census = end_of_billing_month), submit the claim to Census customer support at support@getcensus.com with: a detailed description of the incident; the time and duration of the Downtime; the impacted services; the number and location(s) of affected users (if applicable); and descriptions of your attempts to resolve the incident. Census makes a good-faith determination and will use commercially reasonable efforts to process claims within forty-five days of receipt; you must be in compliance with the Agreement to be eligible, and an owed credit is applied to your subsequent service term or to Services added during the current term (§4.2). You may not unilaterally offset fees (§4.3). EXCLUSIONS (§5.1): customer-requested, scheduled (7 days' notice, not to exceed 24 hours per month) or unscheduled emergency maintenance by Census or third-party providers; parts of the Services not listed as a Core Service or Data Delivery Service; third-party connection or public-utility outages and other reasons beyond Census's reasonable control; downtime at Census's cloud vendors (e.g. Amazon Web Services or Heroku); use not explicitly recommended by, or under the control of, Census; Customer's acts or omissions that prevent Census providing the Services (such as removing its access to your data warehouse); unsupported equipment, software or third-party services, including undocumented API changes, API limits and schema-breaking data; Customer's material breach; and beta or pre-production releases. CHANGES (§1): modifications do not take effect during your initial subscription term — the version in effect at renewal governs the renewal term — and Census gives at least ninety days' notice of any material adverse modification.