Support Program Terms
Last Updated: June 6, 2024
These terms explain the service level commitments, service credits, and other related support terms that apply to the Pindrop® Protect Cloud, Pindrop® Passport, Pindrop® Express, Pindrop® Risk-Based Authentication and VeriCall® Technology (each, a “Product”) offered by Pindrop Security, Inc. or its affiliates (the “Support Program”). We may update these terms from time to time with reasonable prior notice to you. The company responsible for providing Product support to you and fulfilling the obligations under these terms is the company that entered into the written agreement with you for your Product subscription.
A. Service Level Availability and Service Credits.
The service level availability commitments for APIs, call capture, and UI for production environments (each an “SLA”) and the corresponding service credits available for failure to meet a given SLA are described below.
| Monthly Availability Percentage | Monthly Service Level Credit |
| 99.95% to 100% | No Credit |
| 99.5% to <99.95% | 5% of Monthly Subscription Fees (Annual Fees/12) |
| 95.0% to <99.5% | 10% of Monthly Subscription Fees (Annual Fees/12) |
| <95.0% | 25% of Monthly Subscription Fees (Annual Fees/12) |
If you are eligible for service credits for more than one SLA in a given month, then the aggregate service credit available to you in that month will not exceed 25% of the monthly subscription fees. For example, if you are eligible for a 5% service credit for our failure to meet the API SLA and 25% for our failure to meet the call capture SLA in the same month, then only a single service credit of 25% for that month will apply.
For purposes of calculating service credits, subscription fees do not include ancillary or supplemental fees such as those for professional services or taxes.
B. Service Level Commitments and Calculations.
The SLA commitments for APIs, call capture, and UI for production environments are calculated as follows:
*Monthly calculations are subject to adjustments for excused events (i.e., time periods or events excluded from the calculation of available 5-minute intervals for a given month), as further detailed here.
**Actual Product APIs will vary based on features and functionality enabled in the Product.
C. Other Support Program Terms.
In addition to the SLAs detailed above, the additional terms and benefits applicable to Pindrop’s Support Program are available here.
