Splunk On-Call Service Level Schedule

Splunk On-Call Service Level Schedule*

The Splunk On-Call services will be available 99% of the time, as measured by Splunk over each calendar month of the Subscription Term, and subject to the exclusions set forth below (the “Service Level Commitment”).

A Splunk On-Call service is considered available if Customers are able to login to the service interface and manage incident data.

Service Level Credit

If Splunk fails to achieve the above Service Level Commitment for one of the Splunk On-Call services, Customer may claim a service credit for such Splunk On-Call service that is equal to the amount of time the service was deemed not available.

Credits may not be redeemed for a reimbursement.

Exclusions

A Customer will not be entitled to a service credit if it is in breach of its Agreement with Splunk, including payment obligations or usage exceeding the purchased Capacity. The Service Level Commitment does not apply to any downtime, suspension or termination of the applicable Splunk On-Call service that results from:

Account suspension or termination due to Customer's breach of the Agreement.
Planned maintenance (Splunk On-Call Maintenance Policy is available at: https://www.splunk.com/en_us/legal/splunk-on-call-maintenance-policy.html
Unscheduled, emergency maintenance or an emergency caused by factors outside Splunk's reasonable control, including force majeure events such as acts of God, acts of government, flood, fire, earthquake, civil unrest, acts of terror, Customer Content, Third Party Content or Internet Service Provider failures or delays.
A Customer's equipment, software or other technology, or third-party equipment, software or technology (other than those which are under Splunk's control).
Failures resulting from software or technology for which Splunk is not responsible under the Agreement.

No Service Level Commitment is provided for free, proof-of-concept or unpaid trial services.

Service Credit Claims

To receive a service credit, a Customer must file a claim for such credit within five (5) days following the end of the calendar quarter in which the Service Level Commitment was not met for an applicable Splunk On-Call service, by contacting Splunk at splunk-cloud-billing@splunk.com with a complete description of the downtime, how the Customer was adversely affected, and for how long. Splunk reserves the right to deny the service credit if the Customer does not qualify.

The service credit remedy set forth in this Service Level Commitment is the Customer's sole and exclusive remedy for the unavailability of any applicable Splunk On-Call service. Credit is only applicable to the specific impacted service for the given time period.

*All capitalized terms not otherwise defined are as set forth in the Splunk General Terms.