Platform Availability Policy

This Contrast Platform Availability Policy (“Policy”) applies to customers who have an active subscription to Contrast’s hosted, Software-as-a-Service (SaaS) platform (“Hosted Platform”). This Policy does not apply to a customer that uses an on-premises version of any Contrast product or service, or to customers using any free, unpaid, or trial versions of a Contrast product or service.

Uptime Commitment

Contrast will use commercially reasonable efforts to make the Hosted Platform Available at least 99.8% during any Thirty-Day Subscription Period. (“Uptime Commitment”).

Exclusions to the Uptime Commitment

The Uptime Commitment does not apply to:

1. scheduled maintenance (Contrast’s Maintenance Schedule is available at: https://support.contrastsecurity.com/hc/en-us/articles/360046576931-How-often-is-maintenance-conducted-on-Contrast-s-SaaS-systems).
2. unscheduled emergency maintenance or an emergency caused by factors outside of Contrast’s reasonable control, including, without limitation, due to customer activity, the activities of third parties for whom Contrast is not contractually responsible, and Internet outages.
3. Amazon Web Services downtime (whether scheduled or unscheduled).
4. unavailability resulting from a customer’s software, network or other technology, or a third-party’s software, network or other technology (other than third parties for whom Contrast is contractually responsible).

Definitions

Availability: The Hosted Service will be considered Available if the customer is able to log onto the Hosted Platform and to see the customer’s Application security data.

Thirty-Day Subscription Period: Each thirty (30) day period beginning on the subscription start date and ending on the subscription end date. The Thirty-Day Subscription Period is defined as the start of the subscription date and 30 days after the start date and so on. Example: where a subscription period starts on March 15, 2025 and ends on March 14, 2026, the first Thirty-Day Subscription Period will start on March 15, 2025 and end on April 14, 2025.

Availability Credits

If Availability falls below the Uptime Commitment in any given Thirty-Day Subscription Period, the customer shall be entitled to a credit in an amount equal to the pro-rated fees for that Thirty-Day Subscription Period multiplied by the applicable percentage in the table below as an exclusive remedy. Credits can be used to purchase additional services or licenses during the term or on renewal but will not entitle the customer to a refund. 

Notice Requirement

In order to be entitled to Availability Credits, the customer must give notice to Seller within twenty (20) days of the end of any Thirty-Day Subscription Period, by sending an email to: billing@contrastsecurity.com (“Notice”).  The Notice must detail the specific days and the length of time that Availability fell below the Uptime Commitment.