Altium 365 Service
Level Agreement (SLA)

Last Revised: October 2, 2025

This Service Level Agreement (hereinafter referred to as the "SLA") sets forth the applicable service levels for Altium 365. 

1. Definitions

• “Contract Term” means the 12 month period commencing at the start of Customer’s license or subscription to Altium 365 or any renewal thereof.
• “Downtime” means time during which Altium 365 is not capable of being accessed or used by a Customer, as monitored by Altium. 
• “Emergency Downtime” means Downtime during critical patch or update deployment and critical operating system upgrades. 
• “Excluded Downtime” means total minutes of Downtime in a Reporting Period attributable to: (a) Scheduled Downtime; (b) Emergency Downtime; or (c) Downtime caused by Force Majeure Events or other factors outside of Altium’s reasonable control, including actions or inactions of the Customer or its third party contractors and equipment, software or technology owned or under the reasonable control of Customer or its third party contractors. 
• “Force Majeure Event” means the occurrence of any unforeseeable event or circumstances beyond the reasonable control of Altiuma Party, including but not limited to an internet or network outage, an outbreak or escalation of hostilities (whether declared or not), acts of rebellion, insurrection or riots, acts or threats of terrorism, strikes, lockouts, major material business or human capital management disruptions caused by a pandemic, natural disasters such as fires, explosions, earthquakes, tidal waves and floods which prevents a Party from complying.
• “Regional Business Hours” refer to the standard business operating hours (8:00 AM to 5:00 PM) in the applicable AWS supported region of the Altium Affiliate from which Customer receives Altium 365. 
• “Reporting Period” means one calendar month during a Contract Term.
• “Scheduled Downtime” means Downtime caused by scheduled or routine maintenance of Altium 365.
• “Unscheduled Downtime” means any Downtime during a Reporting Period, excluding Excluded Downtime.
• “Uptime Percentage” is calculated by subtracting the percentage of the total minutes in the applicable Reporting Period during which Altium 365 experienced Unscheduled Downtime from 100%.

2. SLA

In the event the Uptime Percentage is below 99.5% during any Reporting Period, Customer will be eligible for Service Credits in accordance with this Section.

Altium will use commercially reasonable efforts to inform Customer of any Scheduled Downtime at least 5 business days in advance and will schedule such Scheduled Downtime to occur on weekends and holidays whenever commercially possible. Scheduled Downtime will not exceed 60 minutes during Regional Business Hours for Altium 365 in any Reporting Period. If Altium fails to meet the below Uptime Percentage, as the Customer’s sole and exclusive remedy, Customer shall become eligible for a service credit as set forth below (“Service Credit”), provided that in no event shall the total Service Credits payable for to Customer during a Contract Term exceed 100% of the total subscription or license fee payable by Customer for Altium 365 during that Contract Term (“Annual Subscription Fee”).  For the purposes of calculating Service Credits, consecutive Reporting Periods must be within the same Contract Term.
 

3. Service Credit Request and Payment Procedures

To claim and be eligible to receive a Service Credit, Customer must submit a claim by sending an email to support@altium.com within thirty (30) days following the end of the Reporting Period in which the Uptime Percentage was not met.  

Such email must include:

• “Altium 365 SLA Credit Request” in the subject line
•  the dates, times and region affected by the relevant Unscheduled Downtime.
• any logs which support the claimed Unscheduled Downtime.  Customer shall not disclose any sensitive or confidential information in the email.

Upon confirmation of a valid Service Credit claim by Altium, Altium will issue a Service Credit to Customer in the amount set forth in Section 2 above against the next invoice provided to Customer for the current or subsequent Contract Term.  If, at the end of the applicable Contract Term, the license or subscription to Altium 365 is not renewed and no future invoices will be provided to Customer, then Altium will issue a refund to Customer in the amount of the applicable Service Credit within 30 days after the end of the applicable Contract Term.