Fueling discovery with data.

GENOMA BIOINFORMATICS LLC
SERVICE LEVEL AGREEMENT (SLA)
Last Updated: February 26, 2025

1. Introduction

This Service Level Agreement (“SLA”) outlines the level of service you can expect from Genoma Bioinformatics LLC (“Company,” “we,” “us,” or “our”) when using our cloud-based bioinformatics services (the “Services”). By using our Services, you agree to the terms of this SLA.

2. Uptime Guarantee

  1. Target Uptime: We strive to maintain 99% uptime for our Services.
  2. Cloud Provider Dependence: Our Services rely on third-party cloud providers (e.g., Amazon Web Services, Microsoft Azure, Google Cloud). Uptime is subject to the SLA of the respective cloud provider.
  3. Exclusions: The following are excluded from uptime calculations:
    • Scheduled maintenance (with prior notice).
    • Downtime caused by factors outside our control (e.g., internet outages, user-side issues).

3. Support

  1. Availability: Live support is available during business hours (9:00 AM to 5:00 PM Central Time, Monday through Friday, excluding holidays).
  2. Contact Methods: Support can be reached via:
    • Data Protection Officer
  3. Response Times: We aim to respond to support requests within 2 business hours.

4. Refunds and Credits

  1. Eligibility: If our Services fail to meet the 99% uptime guarantee in a given month, you may be eligible for a refund or service credit.
  2. Calculation: Refunds or credits will be prorated based on the duration of the downtime.
  3. Request Process: To request a refund or credit, contact our support team within 7 days of the downtime event.

5. Limitations of Liability

  1. Third-Party Services: We are not liable for downtime or issues caused by third-party cloud providers or other external factors.
  2. Maximum Liability: Our maximum liability for any downtime event is limited to the prorated cost of the affected Services for the month in which the downtime occurred.

6. Changes to This SLA

We may update this SLA from time to time. If we make material changes, we will notify you by email or through the Services. Your continued use of the Services after such changes constitutes your acceptance of the updated SLA.