Service Level Agreement

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Last Updated: Apr 15, 2022

This Service Level Agreement (“SLA”) applies only for Customers on our Business and Enterprise Plans and supplements their Agreement and comprises part of the MURAL Terms of Service for those Customers. For purposes of this SLA, the “Agreement” refers to either the Services Agreement or the Main Services Agreement between you and MURAL for the provision of Services to you (as applicable to you). Any capitalized terms that are not defined in this SLA have the meanings assigned to such terms in the Agreement.


1. SERVICE WARRANTY

MURAL warrants that the Services will meet the standards set forth below in Section 2 (Service Level Standards), Section 3 (Service Availability), and Section 4 (Support Standards). This warranty only applies to generally available, production instances, and browser-based versions of the Services; Integrations, API calls, mobile experiences, and any pre-release, staging environment, or Product Research experiences are not covered. If we fall short and your Workspace(s) are affected, we will apply a Service Credit to your account for future use, as set forth below in Section 5 (Service Credits). THIS SERVICE CREDIT WILL BE CUSTOMER’S SOLE AND EXCLUSIVE REMEDY FOR ANY BREACH OF THIS WARRANTY.

2. SERVICE LEVEL STANDARDS

The Services will meet the following “Service Level Standards”:

2.1 Hosting Facility. The hosting equipment will be installed in a professional hosting facility designed for such use. The facility will be equipped with access security, climate control, fire suppression, managed power supply with UPS, and generator backup.

2.2 Load Distribution Management. MURAL will distribute load and redundancy across application servers.

2.3 Monitoring. MURAL will provide 24x7x365 monitoring of the computing, operating and networking infrastructure to detect abnormalities. This includes environmental monitoring, network monitoring, load balancing monitoring, web server and database monitoring, firewall services, and intrusion detection.

2.4 Backup and Recovery. MURAL will perform regular backups of Customer Content in accordance with our standard backup and archival policies and procedures, which MURAL will make available to you upon request. In the event Customer Content is deleted by the Customer, upon Customer’s request MURAL will use commercially reasonable efforts to restore the lost Customer Content based on our most recent backup. Any such request to restore lost Content must be made within thirty (30) days of the loss.

2.5 Upon Termination. For a period of one (1) year following termination of the Agreement or the expiration of an Order Form that is not renewed through another Order Form (if applicable to you), upon Customer’s request MURAL will reopen Customer’s Workspace(s) for a limited period (typically two (2) to three (3) days) to allow Customer to export their Workspace Content. MURAL will not provide any transition services or provide any export assistance to Customer. 

2.6 Administration. MURAL will maintain its hardware, operating systems, and other software, equipment and resources as necessary to maintain the Services in accordance with this SLA. ‍

3. SERVICE AVAILABILITY

3.1 Uptime Commitment.  For purposes of this SLA, “Uptime” is the percentage of total possible minutes that the Services are available and accessible on a monthly basis. Our commitment is to maintain at least 99.5% Uptime.

(100% minutes of Full Outages in a month) + (30% minutes of Partial Outages in a month)/total minutes in month > 99.5%

3.2 Downtime.  For purposes of this SLA and our Uptime commitment, “Downtime” is the number of minutes the Services are not available and accessible on a monthly basis. MURAL calculates unavailability using server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests. Downtime may encompass periods of time when the Services are completely inaccessible (a “Full Outage”) and periods of time when only certain features or functionality are unavailable (a “Partial Outage”). Downtime excludes the following:

  • Planned Downtime (more below);
  • Emergency Maintenance (more below);
  • Slowness or other performance issues with individual features (link expansions, search, file uploads, etc.);
  • Issues that are related to external apps, Integrations or other Third Party Services;
  • Any products or features identified as pilot, alpha, beta or similar Product Research;
  • External network or equipment problems outside of our reasonable control, such as bad routing tables between your Internet service provider (ISP) and our server;
  • Any performance issues occurring in connection with a staging environment; or
  • Any events beyond our reasonable control, including strikes, shortages, epidemics, pandemics, riots, insurrection, fires, flood, storm, explosions, cyber attacks, acts of God, war, terrorism, governmental action, labor conditions, earthquakes and material shortages. 

3.2.1 Planned Downtime. Sometimes we need to perform maintenance to keep the Services working smoothly. For such regularly scheduled maintenance windows (“Planned Downtime”), we will notify you reasonably in advance, and strive to provide notice at least two (2) weeks in advance. We also commit that Planned Downtime will take place: 

  • For daily maintenance,  no more than one (1) hour per night starting at 5 AM UTC; and 
  • For monthly maintenance,  no more than four (4) hours per month, and only on Saturdays or Sundays between the hours of 5 AM and 9 AM UTC.

Planned Downtime will not exceed five (5) hours per month in the aggregate.

3.2.2 Emergency Maintenance. Sometimes we need to do emergency maintenance on the Services, such as for example an emergency security patch, in the event of a hardware failure, or high priority fixes identified as a result of an outage. For such unplanned maintenance (“Emergency Maintenance”), we will notify reasonably in advance depending on the circumstances of the Emergency Maintenance, and strive to provide notice at least twenty-four (24) hours in advance.  Whenever possible, Emergency Maintenance will take place so as to minimize potential business disruption. Please note however, that due to our global customer base, we cannot guarantee that Emergency Maintenance will always take place during a particular window of time and that Customer access to the Services will not be disrupted.

3.3 Status Updates.  Reports on service availability may be accessed by Customer 24x7x365 on https://status.mural.co (the “Status Site”). The Status Site contains a mechanism for Customers to subscribe to receive notifications of Planned Downtimes, Emergency Maintenance, Downtime, and other status updates related to this SLA. MURAL will provide the notices described in this SLA and other details regarding status of the Services solely via this subscription mechanism on the Status Site.

4. SUPPORT STANDARDS

MURAL will respond to electronic correspondence (whether chat or email) received from Customer on support issues regarding the Services within two (2) hours of receipt. We will also make available a representative to receive telephonic communication. These support services will be available 24x7x365. For any reported Downtime or other SLA-impacted incident, MURAL will: (a) provide an initial acknowledgement and assign a case number within two (2) hours; and (b) meet the resolution timeframes set forth in the chart below; in each case to be measured commencing when Customer submits a trouble ticket or otherwise formally reports the issue to MURAL.

Severity Level Definition Interim Resolution Final Resolution
1 There is a Full Outage 8 hours 24 hours
2 There is a Partial Outage of a material feature or functionality. 24 hours 72 hours
3 There is a Partial Outage of a non-material feature or functionality. 30 days 45 days
4 A non-material problem exists, and there is no Outage (Full or Partial) 30 days 45 days


For purposes of this SLA:

  • Interim Resolution” means a functional but temporary solution to the reported problem, which can be used by Customer with minimal inconvenience.
  • Final Resolution” means a final correction or modification to the Services that resolves the issue.

5. SERVICE CREDITS

If we fall short of either our Uptime commitment (Section 3.1), support standards (Section 4), or backup and recovery service level standards (Section 2.4), during a particular calendar month in your Order Form Term or Subscription Term (as applicable to you), you may be eligible for a “Service Credit” for that month. 

5.1 Downtime Service Credits. Only generally available, production instances, and browser-based versions of the Services are eligible for Downtime Service Credits; Integrations, API calls, mobile experiences, and any pre-release, staging environment, or Product Research experiences are not covered. Downtime Service Credits are based on the monthly portion of total annual fees due (or monthly fees due, if applicable) for the impacted Services in such month, calculated as follows:

Uptime (in a given month) Service Credit (% of monthly fees)
99.5% or greater No Service Credit
99.00% to 99.49% 5%
98.50% to 98.99% 10%
98.00% to 98.49% 15%
97.50% to 97.99% 20%
Less than 97.50% 30%


Note that Downtime does not affect everyone at the same time or in the same way. For example, some customers may be eligible to receive Service Credits during an outage in their region, while other customers in other regions that have not been similarly affected will not.

5.2 Support Service Credits. Support Service Credits are based on: the on-time percentage for the response and resolution times outlined in Section 4 (Support Standards), multiplied by the number of qualifying events occurring during the applicable time period and the monthly portion of total annual fees due (or monthly fees due, if applicable) in such month:

Severity Level Target On-Time Percentage Service Credit (% of monthly fees)
1 100% 5%
2 90% 4%
3 90% No Service Credit available
4 90% No Service Credit available


For example, if there are ten (10) Severity Level 2 issues reported by Customer in September, and MURAL is able to achieve its target response time and Final Resolution for 8 of those issues, then the Service Credit due for September is calculated as follows:

  • Annual contract is $12,000 with fees of $1,000 paid for the month of September 
  • 2 support responses or resolutions not meeting our SLA standards (because MURAL achieved the target in 8 of the 10 cases (10 - 8 = 2))
  • 9 is used as the service credit threshold (90% of 10 = 9)
  • Service Credit = (4% * $1,000 *1), or $40

5.3 Data Recovery Service Credits. If MURAL fails to restore Customer Content in accordance with the backup and recovery service level standards set forth in Section 2.4 above, then MURAL will provide Customer with a service credit of $500 per event, up to 100% of the Customer’s monthly fees due (or the monthly portion of total annual fees due, if applicable) in such month.

5.4 Requesting Service Credits. Customers must request Service Credits within thirty (30) days after the end of the impacted month by contacting their dedicated MURAL account manager. MURAL will review all requests for Service Credits and, if Customer is eligible, will apply the Service Credits to Customer’s next invoice. 

5.5 Limitations. For Service Credits to apply, all outstanding Invoices must be fully paid up, without any outstanding payment issues or disputes. Customers will not receive any refunds for any unused Service Credits. Service Credits are not refunds, are not transferable or refundable, and have no currency or exchange value. Service Credits are capped at a maximum of 30 days of paid Service. Upon expiration or termination of your Agreement, any unused Service Credits that have accrued to your account will expire. SERVICE CREDITS ARE THE SOLE AND EXCLUSIVE REMEDY FOR ANY BREACH OF THE WARRANTY SET FORTH IN THIS SLA.

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