The purpose of the Service Level Agreement (“SLA”) is to specify the service level guarantees to be provided in the delivery of the Technology Services and any related Teragonia Services (not including any professional Services). This SLA also provides service delivery parameters, against which the delivery of the Technology Services and any other related Teragonia Services will be evaluated. Based on this evaluation, Customer may be entitled to a refund of the Technology Services Fees in the form of Service Credits for the contracted services.
“Availability” means the measure of the extent and degree to which the Technology Services or the other relevant Teragonia Service is available for production use, operating without a Severity Level 1 incident. Availability is measured by the proportion of time a system is in a functioning condition versus the total time in the measuring period, which, unless otherwise specified, will be a calendar month. Availability will be reported as the percentage or the ratio of (a) the total time a function unit is capable of being used during a given month to (b) the length of the month. By way of example, if the system is capable of being used in its fully operable state consistent with its Documentation for 715 hours in a 30-day month, Availability would be calculated as 715/720=0.99305, and reported as 99.305%.
“Catastrophic Failure” means a single period of Severity 1 Down Time or Severity 1 failure of a relevant Service Level lasting more than three (3) business days without cure, work-around, or temporary fix to allow Customer to utilize the Online Services as intended pursuant to the Documentation.
“Chronic Failure” means three (3) or more failures of any one applicable Service Level within the same calendar year.
“Down Time” means any time that the Technology Services or the other relevant Teragonia Service is not available, in the sense described in the definition of Availability. Scheduled Maintenance and force majeure events will be excluded from the calculation of Availability and Down Time.
“Hosting Services” means the software-related application hosting services that Teragonia provides Customer under the Agreement and includes the hardware, equipment, and systems software configuration on which Teragonia supports use of the system on servers located as a facility selected by the Customer. By way of example, Teragonia may provide Customer with multi-tenant or dedicated hosting services from Amazon Web Service (AWS), Microsoft Azure, Google Cloud Platform, Snowflake, INAP Private Cloud, or other providers.
“Monthly Online Service Fee” means the total fees owed by Customer on a monthly basis for purposes of calculating Service Credits.
“Online Services” means the Technology Services and any other Services provided by Teragonia in the Cloud or utilizing an internet connection.
“Response Target” is calculated as the difference between the time an incident is accurately logged into the system and the time of the first value-added communication to the Customer. The response targets are defined on the table below.
“Scheduled Maintenance” means planned, ordinary, and customary services performed by Teragonia on the Online Services to ensure their proper functioning and operation, including but not limited to error handling, bug fixing, patching, upgrades, and other similar modifications and alterations. Scheduled Maintenance will not be performed between the hours of 8:00 AM and 10:00 PM Eastern Time, and unless otherwise agreed by the Parties, will not exceed eight (8) total hours in any given calendar month. Teragonia will provide Customer with, at least, three (3) days’ notice of Scheduled Maintenance before performing any maintenance, unless Customer agrees to reduced notice.
“Service Credits” means the amount of the Monthly Online Services Fee to be refunded to Customer, if any, in each calendar month based upon the performance on the Online Services in or out of compliance with this SLA.
Teragonia will use commercially reasonable efforts to make the Online Services available 24 hours a day, 7 days a week. Upon request of Customer, made within thirty (30) days of the month in which the issue occurred, Teragonia will provide Service Credits to Customer upon the schedule set forth below. Teragonia represents and warrants that the Online Services will be provided to Customer with an Availability measure of 99.9% or greater.
Performance Levels | Rating | Monthly Down Time (30-Day) | Service Credit (subject to section 4 below) |
Greater than or equal to 99.9% | Meets goal | 43.2 minutes or fewer | None |
Greater than 99.7% and less than 99.9% | Tolerable, below target | 129.6 minutes or fewer | 10% of Monthly Online Services Fee |
Less than 99.7% | Unacceptable | Variable | 25% of Monthly Online Services Fee |
Teragonia will provide problem management support for all Online Services covered by this SLA. Customer will direct any problems, errors, or poor performance experiences encountered while using the Online Services to such problem management or Customer support personnel as Teragonia directs. Problems and/or issues will be assigned a severity level based upon the following criteria:
Severity Level | Description |
Severity Level 1 | The Online Service is inoperable, or a critical application failure has occurred and some or all business processes are halted. There are no commercially reasonable workarounds available, thereby preventing a Customer department or workgroup from performing mission critical business functions. |
Severity Level 2 | The Online Service is available but impaired in whole or in part, causing a serious disruption of a major business function and a serious impact on daily functions or processing.
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Severity Level 3 | The Online Service is available, but non-critical issue occurs. There is an acceptable workaround for the issue.
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Severity Level 4 | An inquiry or low impact issue that does not require immediate attention. This includes cosmetic issues on screens, error in documentation, or a request regarding use of the Online Service.
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Teragonia will provide the following responsiveness and resolution service levels (the response target only applies if a report is made using the “Report A Problem” button available at support.teragonia.com. Reports made through any other channel will not be subject to response target):
Severity Level | Response Target | Resolution Time |
Severity Level 1 | Response to customer within two (2) hours, if reported between 8:00 AM and 7:00 PM Central Time, M-F Response to customer within five (5) hours if reported between 5:00AM-8:00 AM Central Time
| 100% of Severity Level 1 issues resolved (fixed, workaround provided or severity level lowered to Severity 2) within eight (8) business hours, unless otherwise agreed by the Parties in writing. |
Severity Level 2 | Response to customer within two (2) hours, if reported between 9:00 AM and 6:00 PM CT | 100% of Severity Level 2 issues resolved within forty eight (48) hours, unless otherwise agreed by the Parties in writing.
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Severity Level 3 | Response to customer within four (4) hours, if reported between 9:00 AM and 6:00 PM CT | 80% of Severity Level 3 issues will be resolved within ten (10) business days; 100% of Severity Level 3 issues will be resolved within fifteen (15) business days, unless otherwise agreed by the Parties in writing.
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Severity Level 4 | Response to customer within eight (8) hours, if reported between 9:00 AM and 6:00 PM CT.
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Customer and Teragonia agree to cooperate to resolve all reported issues, and to reasonably extend the Resolution Time(s) where Teragonia is working diligently in good faith to resolve any reported issue, but circumstances or the nature of the issue reasonably require additional time.
The failure of Teragonia to respond to, or resolve, any problem or issue reported by Customer within the time specified above, where the time has not been extended by written agreement of the Parties, will entitle Customer to a Service Credit equal to ten percent (10%) of the Monthly Online Service Fee for each failure in the month in which such failure occurs. The foregoing Service Credits will be cumulative up to twenty five percent (25%) of the Monthly Online Service Fee. More than five (5) Responsiveness Service Level failures in a calendar month, or more than twelve (12) cumulative failures within any calendar quarter months, will constitute a material breach of this SLA, entitling Customer with a right to terminate the Agreement.
Except as otherwise stated in Section 6 below, the Service Credits listed above in Sections 2 and 3 are exclusive and in lieu of all other remedies, and represent Teragonia’s sole obligations for a breach of the Performance Levels specified above. Service Credits can only be issued in the month in which the breach of the Service Level occurred. Service Credits will be applied against Monthly Online Service Fees that become due after the issuance of the Service Credit and will be reflected in the invoice issued by Teragonia for such Monthly Online Service Fees. Where Fees are paid in advance, Service Credits may be applied to future Fees or refunded to Customer by Teragonia at Customer’s election.
5.1 Support Provided. To assist in resolving technical problems with the Technology Services or the Services, Teragonia provides telephone and/or online access to its helpdesk, or may provide self-help tools. Customer will provide Teragonia with reasonable assistance and prompt access to Customer’s systems or its site. In providing support on Customer’s premises, Teragonia will comply with Customer’s reasonable security, health and safety, and confidentiality procedures that are provided to Teragonia in advance in writing.
5.2 Maintenance and Errors. Based on the optional support terms selected by Customer, Teragonia will use commercially reasonable efforts to promptly correct verifiable and reproducible errors in the Services reported to Teragonia. As used in this MSA and SLA, an “error” is any failure of the Services to function in substantial conformity with the applicable Documentation. Teragonia may correct errors by making revisions to programming or by providing reasonable “work-around” solutions. Teragonia reserves the right to modify any Documentation if such Documentation, in Teragonia’s sole determination, incorrectly describes any Service(s) functions, and may do so in order to resolve an error. To ensure appropriate performance and security of the Services, Teragonia may routinely perform maintenance on a regularly scheduled basis. This may require the Services, or a portion thereof, to be suspended during the maintenance period. Teragonia will use commercially reasonable efforts to notify Customer in advance of any scheduled maintenance that may adversely affect Customer’s access to the Services. Under certain circumstances, Teragonia may need to perform emergency maintenance, including, without limitation, a security patch installation or hardware replacement. Teragonia may not be able to provide Customer with advance notice in case of emergency maintenance
5.3 Remote Support. Teragonia may seek Customer’s consent to access Customer’s systems to provide support of the Technology Services or other Teragonia Services remotely. If Customer withholds consent and Teragonia provides alternative support or access, additional Charges may apply.
5.4 Support Exceptions. If Teragonia elects to provide support for any of the following, then additional Fees may apply: (a) issues caused by Customer or third party information or materials; (b) any Services, or any versions of Services, that Teragonia has advised Customer are unsupported; (c) issues caused by Customer’s failure to follow Teragonia’s instructions or specifications; (d) Services not located in or conforming to the operating environment specified in the Agreement; (e) issues caused by accidents, modifications, support, relocation or misuse of the Service not attributable to Teragonia; or (f) Customer’s networking or operating environment.
5.5 Support Limitations. Except as otherwise set forth in an applicable Exhibit or SOW, support services provided pursuant to this SLA do not include on-site consultation, systems administration, facilities management, or customized programming support to resolve problems resulting from Customer equipment used to access the Services, resulting from modifications to the Services not made or authorized by Teragonia, or resulting from the combination of or interface for the Services with other programming or equipment if the combination or interface has not been made by or approved in writing by Teragonia. Support is not provided by Teragonia for third-party software, hardware, or networks.
Notwithstanding anything to the contrary, should Customer experience any Chronic Failure(s) or Catastrophic Failure(s), in addition to the Service Credits specified above, Customer will have the right to terminate the affected Services or the Agreement without penalty or further obligation to Teragonia, provided however that Customer must first provide Teragonia with notice of its intent to Terminate and ten (10) days to evaluate and respond to any such notice.
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Enables real-time, action-oriented data flow
BS International Business | American University of Paris
BS Computer Science | American University of Paris
Seasoned DevOps and infrastructure engineer with expertise in AWS, Kubernetes, and Terraform; led cloud migrations and scalable infrastructure projects at Sfara, FanDuel, and Kickstarter.
With over 15 years of experience in small and medium-sized startups, Scott is a seasoned expert in designing, optimizing, and maintaining robust, scalable, and secure infrastructure. He specializes in automation and embedding security from the ground up, consistently delivering reliable systems tailored to meet dynamic business requirements.
Prior to joining Teragonia, Scott made a significant impact at Sfara, where he built the company’s entire infrastructure from scratch. He engineered systems capable of supporting hundreds of thousands of users with seamless scalability, implemented automated development pipelines, and introduced observability tools to monitor and manage resources effectively. Additionally, Scott led the infrastructure team in achieving ISO27001 security certification, ensuring security was integrated into every aspect of the system and transforming it into a critical asset for business-to-business operations.
Beyond his technical expertise, Scott has a proven track record of managing and mentoring high-performing teams. As a Senior DevOps Engineer at FanDuel, he gained invaluable experience in scaling infrastructure and optimizing resources to support millions of daily users, aligning technological capabilities with organizational goals.
Master’s in Human Resources | University of Illinois
Bachelor’s in Management | Loyola University
Former Financial and Operations Manager at Houlihan Lokey, Golin Harris, and MSL Group.
Jack is a highly driven, cross functional professional with extensive experience in operations and administration.
Prior to joining Teragonia, Jack held financial and facilities management roles for Houlihan Lokey, MSL Group/Publicis, and Golin Harris in which managed and created processes and trainings for multiple functional areas ensuring operational and administrative procedures were well planned, efficient, cost-effective, and aligned with business objectives while ensuring initiatives, internal events as well as client events propelled employee and client engagement.
Jack holds undergraduate degrees from University of Illinois and Loyola University Chicago and has completed graduate certificates in Business Administration, Strategic Human Resources, and Operations at Cornell, CUNY-Buffalo, and University of Illinois and is in the process of completing a Master’s in Human Resources at Loyola University Chicago’s Quinlan School of Business.
MS Analytics | Georgia Institute of Technology
BS Management Information Systems | Oklahoma State University
Former analytics engineer at Cyderes and ConocoPhillips with a Master’s in Analytics from Georgia Institute of Technology and a Bachelor’s in Management Information Systems from Oklahoma State University
Mason is an Analytics Engineer with deep experience in data analytics, business intelligence, machine learning, and cybersecurity. He brings a proven track record of leading analytics engagements spanning architecture, insights, visualizations, and delivery.
Before joining Teragonia, Mason was a Senior Analytics Engineer at Cybersecurity MSSP CYDERES where he built a scalable, standardized, and secure analytics architecture for over 300 clients across many industries and consulted with them to deliver insights through bespoke data driven solutions. In addition, he managed the data delivery of the insight platform leveraged by the Security Operations Center to respond to incidents in a timely and effective manner.
Prior to joining CYDERES, Mason worked in ConocoPhillips’ Analytics and Innovation Center of Excellence holding varied roles within the Data Analytics organization from Data Engineering, to Business Intelligence, and Data Science. He delivered robust data solutions in all operating units for various functions including Engineering and Production, Finance, IT, and more. Including projects to standardize cost and production data across operating units.
Mason started his career at The Williams Companies in cybersecurity and transitioned to cybersecurity at ConocoPhillips where he found his passion for Data Analytics through SIEM management, detection engineering, and threat intelligence.
Bachelor’s in Finance & Accounting | Georgetown University
Former analytics engineer at Houlihan Lokey and financial analytics at JP Morgan Chase with a Bachelor’s in Finance & Accounting at Georgetown University
Grace is a seasoned analytics engineer with specialized expertise in crafting and implementing analytics solutions that drive agile, informed executive decisions in M&A and value creation for private equity-backed companies.
Before joining Teragonia, Grace was a part of the data science and business analytics team at Houlihan Lokey. She has excelled in harmonizing, enriching, and analyzing data from diverse sources, providing key insights that enabled private equity investors and portfolio company executives to make rapid, data-driven decisions across the investment lifecycle. She has developed novel analytics solutions, including deal sourcing and evaluation tools for platform investments that employ a buy-and-build or de novo growth strategy, as well as post-close value creation and KPI reporting tools for operators and management teams.
Grace has also worked at JPMorgan Chase & Co. in the Global Finance and Business Management rotational program, where she built analytics solutions to evaluate banker attrition and KPI reporting within the Global Private Bank.
