서비스 수준 계약

서비스 수준

이 서비스 수준 계약 ("SLA") 은 IDrive Inc. 간의 약속을 설명합니다 ("we", "us", "our" or "IDrive") and the user or organization receiving our services ("you", "your" or "Customer"). This SLA applies to all services currently offered by IDrive under a valid subscription, including but not limited to IDrive, IBackup, IDrive e2, IDrive 360, IDrive C2C, IDrive BMR, IDrive Mirror, IDrive Photos, RemotePC, RemoteDesktop, and RemotePC HelpDesk (together, the "Covered 서비스").

이 SLA는 기업 및 맞춤형 제품을 포함한 모든 유료 플랜에 적용됩니다. It is incorporated into the applicable 서비스 약관 for the specific product or service and applies only to production environments. 당사는 적용 가능한 서비스 약관의 규정에 따라 수시로 이 SLA의 조건을 수정할 수 있습니다. In the event of any material changes, we will make reasonable efforts to notify you via email, dashboard notifications, or other appropriate channels.

정의

• 월간 가동 시간 비율(MUP): 서비스가 가용했던 달력 월의 총 분의 비율.
• 다운타임: IDrive에 귀속될 수 있는 문제로 인해 서비스를 사용할 수 없는 기간.
• 예정된 유지보수: 유지보수는 사전에 계획되고 공지됩니다.
• 서비스 크레딧: SLA 위반에 대한 보상으로 고객의 다음 청구 주기에 적용되는 크레딧.

서비스 가용성

IDrive는 신뢰할 수 있는 서비스 경험을 제공하기 위해 최선을 다하고 있습니다. We aim to maintain a 월간 가동 시간 비율 of at least 99.9% across all Covered 서비스, as measured at our data centers and through designated access methods (e.g., service agent, APIs, or web interfaces).

Downtime is the period during which the Covered 서비스 are unavailable due to internal server errors that result in failure to complete valid user requests, or when critical functionality impairment prevents a substantial portion of users from meeting the primary service objectives. Downtime is measured server-side and does not include interruptions caused by:

• issues on the Customer's side (e.g., network connectivity, local firewall restrictions),
• factors outside our control (e.g., Internet backbone issues, force majeure events),
• scheduled maintenance or emergency patching (with prior notice when possible),
• non-critical service degradation (e.g., minor feature interruptions or performance delays that do not prevent the primary use of the Covered 서비스), or ,
• or SLA exclusions outlined below in the SLA 제외 사항 section.

For calculation purposes, the 월간 Uptime and Downtime Percentage are determined as:

월간 다운타임 비율 = (Total Downtime Minutes in a Calendar Month ÷ Total Minutes in the Month) × 100

월간 가동 시간 비율 = 100% – 월간 다운타임 비율

If we fail to meet the stated availability objective for a given calendar month, the Customer may be eligible to request a Service Credit. Determination of availability and credit eligibility will be based on our internal system logs and metrics, which shall be the authoritative record, unless otherwise agreed in writing. We may also consider reasonable supporting evidence from third-party monitoring services or customer-provided records in the event of a dispute.

This SLA governs service availability only. While the success or performance of specific backup, restore, or compute operations may be influenced by factors outside our control (including customer-side infrastructure, third-party tools, or upstream bandwidth limitations), we will use commercially reasonable efforts to maintain consistent backup and restore rates under normal operating conditions.

유지보수

To ensure the ongoing performance, reliability, and security of the Service, we occasionally perform maintenance activities. These may include updates, upgrades, enhancements, or emergency fixes designed to improve the customer experience. While advance notice may not always be possible, we will make reasonable efforts to communicate planned maintenance ahead of time through appropriate channels, such as email or the service dashboard, and to schedule such activities during periods of lower anticipated usage. We will also aim to keep any service interruptions from maintenance as brief as reasonably possible. Downtime resulting from maintenance activities is excluded from any service availability calculations under this SLA.

SLA 제외 사항

This SLA does not apply to any unavailability, service degradation, or performance issues caused by:

• Events outside our reasonable control, including but not limited to force majeure events (e.g., natural disasters, acts of government), internet connectivity issues beyond our service boundary, or disruptions in upstream infrastructure not managed by us.
• Customer or third-party actions or inactions, including misconfigurations, misuse, or use of the services in a manner not authorized or intended under our Terms or 허용 사용 정책.
• Failures or limitations of customer-side equipment, software, or network, including devices, systems, or tools not under our direct control.
• Scheduled or emergency maintenance, whether announced or unannounced, that is necessary for maintaining or securing the platform.
• Suspension or termination of your account, in accordance with our 서비스 약관, due to non-compliance, misuse, or any breach of agreement.
• Non-production environments, such as development, beta, test, sandbox, or trial instances — these are expressly excluded from this SLA and are not eligible for service credits.

서비스 크레딧

적용 서비스가 명시된 가용성 약속을 충족하지 못하는 경우 고객은 서비스 크레딧을 받을 자격이 있을 수 있습니다. To request a Service Credit, the Customer must submit a claim within thirty (30) days following the end of the month in which the incident occurred.

월간 가동 시간 비율	서비스 크레딧 비율
99% 미만	10%
99%에서 99.9% 사이	5%
99.9% 이상	0%

Eligibility for a Service Credit requires that the Customer's account is in good standing at the time of the claim. Credits will be calculated based on the duration and severity of the impact, the applicable 월간 가동 시간 비율, and the Customer's adherence to the terms of this Agreement.

서비스 크레딧, where granted, will be issued either as a monetary credit applied to future invoices or, at our discretion, as a refund to the original payment method used for the billing cycle in which the incident occurred. 서비스 크레딧 are account-specific, non-transferable, and may only be applied to the account in which the incident occurred.

The application of 서비스 크레딧 will be the Customer's sole and exclusive remedy for any failure to meet the availability commitments.