CitizenDeveloper.com Terms of Service

SLA Exclusions Introduction

Many Contributing Factors

There are many factors that contribute to or affect an application’s availability, speed, functionality, security and other characteristics that may normally be subject to an SLA. Those factors that can be controlled by CitizenDeveloper or its Vendors are generally covered by the appropriate Service Level Agreement (SLA).

Not Covered by SLA

Some factors that affect the end-user experiences can not reasonably be controlled by CitizenDeveloper or its Vendors and therefore can not reasonably be covered by an SLA. For example, if the Client is running their application on a slow computer or across a slow internal network, the application may perform more slowly. SLA deficiencies caused by factors such as these are not subject to any SLA remedy.

CitizenDeveloper SLAs Focus on Factors Controllable by Provider

All SLA performance factors are provider-only, meaning that they pertain to factors reasonably controlled by the provider. For example, in a cloud hosted environment the provider controls how the application is provided to the internet, but, the provider does not control how the application is received from the internet or processed by the Client. In all cases, Client-facing performance values in the SLA presume that the Client is using currently Supported Client Technologies described at https://www.citizendeveloper.com/legal, that they are running at reasonable performance levels, and that only provider-centric factors are deficient.

Factors Covered by the SLA

CitizenDeveloper Facilitated Cloud Servers

All modern cloud-based web applications are powered by computers known as “Servers”. These computers can be physical or virtual and can come in a variety of configurations and sizes. Cloud Servers directly impact the performance of the Client’s application and are covered within the SLA when utilizing Cloud Servers that are facilitated by CitizenDeveloper.

Software Performance on Cloud Servers

Software is processed by the Server, and its performance is directly attributable to the efficiency with which it was written, the language it was written in, and volume that is demanded from it by the Users. Server Software Performance is covered within the appropriate SLA.

Cloud Server-side Network

Cloud Server Software runs on Servers that sit behind a Network. The Network can include a wide range of routers and switches, network connections, firewalls, and more. These components are covered within the appropriate SLA on Clouds facilitated by CitizenDeveloper.

Cloud Server-side Connection to Internet

Once Web Server Software is processed, the Server sends it to the User through the Internet. The Server’s connection to the Internet can be a factor in Application Performance. The Server-side Connection to the Internet is covered within the appropriate SLA for CitizenDeveloper-facilitated Clouds.

Software Performance on Supported Browsers and Hardware

Software must be written efficiently for the target browser to perform well. Additionally, a supported browser must be used, and it must be ran on performing hardware. Supported Client Technologies are detailed at https://www.citizendeveloper.com/legal and are necessary for coverage by the appropriate SLA.

Factors Not Covered by the SLA

Internet

Internet performance is not covered by the SLA.

Client Managed Servers

Servers such as Private Cloud servers that are under management of the Client or their chosen 3rd Party Vendor are not covered by the SLA.

Client Managed Server-Side Networks

Networks managed by the Client or their chosen 3rd Party Vendor are not covered by the SLA.

Client Managed Server-Side Internet

Server-side Internet connections managed by the Client or their chosen 3rd Party Vendor are not covered by the SLA.

Users Internet

Client-side Internet connections managed by the Client or their chosen 3rd Party Vendor are not covered by the SLA.

Users Network

Network performance on networks managed by the Client or their chosen 3rd Party Vendor are not covered by the SLA.

Users Computer

Deficient performance by the User’s computer is not covered by the SLA.

Users Browser

Deficient browsers used by the User to run the Application are not covered by the SLA.

Non-Production Applications

All SLA’s are applicable only to Production applications. Applications in a Development or Testing installation are not covered by any SLA.

Older versions of the CitizenDeveloper Platform

Customers may upgrade to the latest version of the CitizenDeveloper Platform at any time, including the latest General Availability (GA) version. GA versions are defined as being largely free of any known major bugs. Production Applications using versions of the CitizenDeveloper Platform that are older than the most recent 2 GA versions are not covered by any SLA.

Specific Application Features

Application Users enjoy a wide range of features, but applications can also exhibit undesired features or bugs. These characteristics of the application itself, whether desired or undesired, are not covered by this SLA. In addition, intentionally onerous interfaces, logic or data interactions such as complex pages, logic loops or extensive queries that can be reasonably reduced, distributed or otherwise optimized are not covered by any SLA. Direct consequences of these features, such as undesired behavior of servers, networks, vendor actions etc., are also not covered by this SLA.