Cleo will use commercially reasonable efforts to make the offering available with a Monthly
Uptime Percentage of at least 99.95%, in each case during any monthly billing cycle. In the
event Cleo does not meet the Service Commitment, you will be eligible to receive a Service
Credit as described below.
Service Credits are calculated as a percentage of the total charges paid by you (excluding onetime
payments such as upfront payments made) in the monthly billing cycle. If the service uptime is between 99.0 % and 99.95%, then a 10% Service Credit will be applied. If the service is available for less than 99.0%, then a 20% Service Credit will be applied. See the MSSLA for more details on Service Credits.
Scheduled Maintenance Window
Cleo may perform updates that require a degradation of service or outage on the 3rd Saturday of each month.
Annual Change Freeze
Cleo may plan a change freeze window to minimize potential risks to the CIC production
During a change freeze window, all customer-initiated requests that require a change within the
production environment will be placed in an “on hold” status until the end of the change freeze
period. If you have an emergency change request that must be executed during the freeze
period, please submit an exception request to email@example.com with the subject
beginning with “Emergency Change Request”. Upon receipt, CIC team will work with the
customer to understand the business impact and requests and determine if request should be
approved on an exception basis.
|Scheduled Maintenance Window||3rd Saturday of Each Month
Maintenance Start Time: Saturday at 8 p.m. EST
Maintenance End Time: Sunday at 3 a.m. EST
|Annual Change Freeze Window||Last 3 Weeks of November
Last 2 Weeks of December-January 2