Service Level Agreement

Last updated: December 15, 2023

This Service Level Agreement (“SLA”) is made a part of and incorporated by reference into the Master Service Agreement (the “Agreement”) between W&B and Customer.  This SLA applies only to Enterprise W&B Multi-Tenant Public Cloud and Enterprise W&B Dedicated Cloud Deployment Types and does not apply to any other product offered by W&B. Any capitalized terms not defined in this SLA shall have the meanings provided in the Agreement.

1. Definitions

  1. Downtime” means the total number of minutes in a calendar month in which Customer is unable to access the Service due to a failure in the Service, as confirmed by W&B. Downtime does not include routine scheduled maintenance or reasonable emergency maintenance.

  2. Monthly Uptime Percentage” means the total number of minutes in a calendar month minus Downtime, divided by the total number of minutes in a calendar month, multiplied by 100.

2. Service Credits

During each Subscription Term, the Service will be available to Customer at least 99.5% of the time in any calendar month (“Uptime Commitment”). If the Monthly Uptime Percentage for the Service is lower than the Uptime Commitment in a calendar month and Customer makes a request for service credit within 30 days after the end of such month, Customer may be eligible to receive a credit based on the monthly fees (e.g. 1/12th of annual subscription fees) for the Service in such month (“Service Credit”). The Service Credit will be calculated as follows:

Uptime Service Credit (% of monthly fees)
Less than 99.5% but greater than or equal to 98.0% 10%
Less than 98% but greater than or equal to 97.0% 15%
Less than 97.0% 20%

W&B will apply each Service Credit to Customer’s next invoice for a 12-month subscription, provided that Customer’s account is fully paid up, without any outstanding payment issues or disputes. Customer will not receive any refunds for any unused Service Credits. Service Credits in any month will not exceed 20% of the monthly fees.

3. Customer Notice Obligation

To receive a Service Credit, Customer must notify W&B via email to within the period specified in Section 2. W&B makes available service updates at

4. Exclusions

The Uptime Commitment does not apply to any Service performance issue that results from: (i) a force majeure event, so long as W&B uses commercially reasonable efforts to mitigate the effects of such force majeure event; (ii) services, hardware or software provided by Customer or a third-party, such as issues related to Customer’s internet connection or third-party websites; or (iii) Customers improper use of the Service or Customer’s violation of the Agreement.

5. Exclusive Remedy

Service Credits are Customer’s sole and exclusive remedy for any failure by W&B to meet the Uptime Commitment. Service Credits may not be exchanged for, or converted into, monetary amounts or any other types of credits.