Last Updated: December 2022
Hosted Software SLA
Samsara’s Hosted Software is designed from the ground up to provide reliable service to our customers. We have invested in technology, operations, and infrastructure to safeguard customer data and to prevent downtime.
Samsara’s Hosted Software runs on a scalable and redundant cloud computing infrastructure used by the world’s largest enterprises. Samsara’s distributed software architecture spreads computation across multiple physical servers and replicates stored data across multiple physical storage devices. As a result, no single hardware failure can affect service availability.
We are pleased to offer our customers (each a "Customer") the following 99.99% uptime SLA:
This Service Level Agreement (this “SLA”) sets forth Samsara’s obligations and Customer's rights with respect to the performance of Samsara’s Hosted Software. This SLA is subject to the terms of service ("Terms") governing Customer's use of Samsara Products, which, unless otherwise agreed between Customer and Samsara, are Samsara's standard terms of service available at https://www.samsara.com/terms-of-service. All capitalized terms used but not defined in this SLA have the meaning set forth in the Terms.
1. Definitions. For purposes of this SLA, the following terms have the meaning ascribed to each term below:
“Downtime” means when the Customer is unable to log into the Hosted Software dashboard due to failure(s) in the Firmware or Hosted Software, as confirmed by both Customer and Samsara. Please note that individual Hardware device failures are not considered Downtime, but may be covered under Samsara’s Hardware Warranty Policy set forth in the Hardware Warranty Policy section at https://www.samsara.com/support/hardware-warranty.
“Monthly Uptime Percentage” means the total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
“Service Credit” means the number of days of license to the Samsara Software that Samsara will credit to Customer in the form of a monetary credit applied to Customer’s invoice after receipt of timely written notice of Samsara’s failure to meet the Service Level Warranty, as required by Section 3 herein (Customer Must Request Service Credit).
2. Service Level Warranty. During the applicable Order Form term, the Hosted Software will have a Monthly Uptime Percentage of at least 99.99% in any calendar month (the “Service Level Warranty”). If the Monthly Uptime Percentage does not meet the Service Level Warranty in any calendar month, and if Customer is in compliance with its obligations under the Terms and this SLA, then Customer will be eligible to receive a Service Credit as follows:
Monthly Uptime Percentage
Number of Days of Service Credit
< 99.99% - ≥ 99.9%
< 99.9% - ≥ 99.0%
< 99.0% - ≥ 90.0%
3. Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify Samsara in writing within thirty (30) days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit.
4. Maximum Service Credit. The aggregate maximum amount of Service Credit to be issued by Samsara to Customer for all Downtime that occurs in a single calendar month will not exceed thirty (30) days.
5. Exclusions. The Service Level Warranty does not apply to any Products that expressly exclude this Service Level Warranty (as stated in the Documentation for such Products) or any Downtime caused in part or in full by any of the following: (i) strikes (other than strikes of a party’s own employees), shortages, riots, insurrection, fires, flood, storm, explosions, acts of God, war, governmental action, labor conditions (other than with respect to a party’s own employees), earthquakes, material shortages, epidemic, disease, failure of utilities or communication or electronic systems, or any other causes that are beyond the reasonable control of a party so long as the parties use commercially reasonable efforts, including the implementation of business continuity measures, to mitigate the effects of such force majeure; (ii) Customer and/or third party Equipment, systems, networks, or infrastructure (not within the primary control of Samsara); (iii) Customer’s breach of the Terms or this SLA or improper use of the Products; (iv) a third party cloud-hosting, cellular, or internet service provider; (v) improper installation of or damage to the Hardware or partial or full disconnection of such Hardware from the Equipment; or (vi) any cause that is not solely failure(s) in the Firmware or Hosted Software.
6. Exclusive Remedy. This SLA states Customer’s sole and exclusive remedy for any failure by Samsara to meet the Service Level Warranty.