“HERE Platform” as used in this SLA means HERE Workspace and HERE Marketplace, as applicable.
“Service Availability” is calculated as the number of Operational Tests with zero errors divided by the number of total Operational Tests for each calendar month, expressed as a percentage to two decimal places.
“Unavailability” is measured by HERE’s Operational Tests and means: (i) Requests to the SLA covered APIs return a 5xx HTTP Status Code or (ii) the Service Response Time of an SLA covered API exceeds 120 seconds.
“Service Response Time” is measured from the point in time when the last byte of a Valid Request is received by HERE service(s) to the point in time when the first byte of the corresponding response is sent from HERE. HERE’s production service logs will be used to provide the required information.
“Operational Tests” are a measure of Service Availability based on HERE production logs and on commercial-grade web API monitoring tools deployed by HERE and run at no more than 5-minute intervals. HERE reserves the right, at its sole discretion, to amend the monitoring methodology and tools.
“Valid Request” is a properly formatted, complete, http Request according to HERE Workspace and Marketplace API Reference specifications.
“Request” is an invocation of a HERE Platform API by directly calling any of the SLA covered APIs.
“Service Credit” shall mean a % of the license fees reported in the month pertaining to an availability SLA breach. Service Credits are non-refundable and may only be utilized as a credit against future license fees and expiring upon termination of the Agreement.