Service Level Agreement (SLA): Thoth Hosting

This Service Level Agreement (SLA) outlines the level of service Thoth Open Metadata ("Thoth") commits to provide its users for the file hosting service provided. An up-to-date description of file hosting services offered by Thoth is available on its website.

1. Service Availability

Thoth will use commercially reasonable efforts to make the file hosting service available with an Annual Uptime Percentage of at least 99.9%.

Definitions:

Annual Uptime Percentage is calculated as: (Total Annual Minutes - Downtime Minutes) / Total Annual Minutes * 100
Downtime is defined as the period of time when the file hosting service is unavailable to users. Scheduled maintenance, as announced by Thoth, is not considered downtime.

2. Support

Thoth will provide technical support to publishers using Thoth Hosting services via its dedicated support channel at support@thoth.pub .

Support requests will be answered within 48h during business days. ‘Business days’ means 9am to 5pm Monday to Friday (excluding public holidays) in England.
Thoth will use commercially reasonable efforts to resolve support requests in a timely manner.

3. Exclusions

Thoth’s Service Availability SLA does not apply to:

Downtime caused by factors outside of Thoth's reasonable control, such as force majeure events or internet outages.
Downtime resulting from user actions, such as exceeding usage limits or violating Thoth's Terms of Service.
Downtime related to third-party services or applications.

5. Modifications

Thoth reserves the right to modify this SLA at any time, upon public notice to its users via an update of this website.

6. Governing Law

This SLA is governed by the laws of the courts of England and Wales.

7. Entire Agreement

This SLA constitutes the entire agreement between Thoth and the user regarding the service availability of the file hosting service provided by Thoth.

This Service Level Agreement has last been updated: Jan 14, 2025.