Service Level Agreement (SLA)

Management

Monotype provides our Monotype Fonts subscription customers with Uptime commitments for the Monotype Fonts Platform of 99.9%. Real time systems status and Uptime is available at https://status.monotype.com and in the event of any unscheduled downtime, a Root Cause Analysis (RCA) will be published to said website.  If we fall short of our Uptime commitments, we will apply Service Credits to your account.

Service Credits are not refunds, cannot be exchanged into a cash amount, will accrue each quarter through the duration of the contract, and require the customer to have paid any outstanding invoices. These Service Credits will be applied against the fees for any future renewal. Service Credits will expire upon termination of your contract. Service Credits are the sole and exclusive remedy for any failure by Monotype to meet its obligations under the Uptime commitment.

Reporting Downtime: Please submit a notification of downtime and request for credit via email to [email protected], clearly stating company name, day of outage, duration of outage and customer contact information (for follow up if needed). Customers are required to report downtime within five (5) days of the occurrence.

Downtime doesn’t affect everyone at the same time or in the same way. For example, some accounts may experience outages, while other accounts may not, so it is important to report these outages to Monotype.

Definitions.

Downtime is the overall number of minutes that Monotype reports Monotype Fonts as being unavailable during the quarter. Downtime excludes the following:

  • Non-availability of Monotype Fonts caused by external apps or third parties, excluding SSO integrations provided by Monotype after a successful initial setup
  • External network or equipment problems outside of reasonable control, such as bad routing tables between your internet service provider (ISP) and Monotype’s server
  • Scheduled/Breakdown Maintenance communicated via the Monotype Fonts Platform. Sometimes we need to perform maintenance to keep Monotype Fonts working smoothly. If scheduled downtime is necessary, we will publish this in your Monotype Fonts Account, in advance.

Service Credits:  A quarterly credit equal to 5 times the contractual rate for the period of time that Monotype falls outside of the Uptime commitment.

Uptime is the percentage of total minutes the Monotype Fonts Platform was available during a calendar quarter. Uptime shall be calculated as follows: (total minutes in quarter - Downtime) / total minutes in quarter.