Service Level Addendum

For Delinea Platform

 Last updated:  April 25, 2025 
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This Service Level Addendum sets forth the service availability commitments for the Delinea Platform cloud-hosted solution (the “Delinea Platform”). Defined terms not otherwise defined herein shall be as defined in the underlying master subscription and license agreement between Delinea and the customer covering the customer’s subscription and use of the Delinea Platform that references this Service Level Addendum (the “Agreement”). Any updates and changes to the previous version of Delinea’s Service Level Addendum contained herein are effective and applicable only on a go-forward basis as of the “last updated” date provided above.

Delinea offers the commitments and remedies described in this Service Level Addendum across the Delinea Platform offering as a multi-tenant SaaS service and is unable to alter this Service Level Addendum for any one customer.

Delinea Platform SLAs

Delinea Platform Availability Commitment. Delinea uses commercially reasonable efforts to make sure that the Delinea Platform is Available with a Monthly Availability % during each calendar month of the Delinea Platform subscription (“Delinea Platform Availability Commitment”) as set forth in the table below (in percentages):

US = United States     EU = European Union    UK = United Kingdom    SEA = South East Asia    AU = Australia    CA = Canada     UAE = United Arab Emirates

*Locations apply only to the geographies in which the Delinea Platform is offered.

The Delinea Platform Availability Commitment excludes unavailability of the Delinea Platform (i) during any period when customer’s access to the Delinea Platform has been suspended under the Agreement, (ii) where the Delinea Platform has been discontinued as a product offering, (iii) resulting from customer’s breach of the Agreement, a purchase order or other ordering document or the applicable product documentation, (iv) resulting from customer’s acts or omissions or those of any third party (other than a Delinea authorized subcontractor), (v) resulting from customer’s systems, network, infrastructure, or any component thereof, operated by customer or its third-party host, any third-party technology, or any other technology that is not under Delinea’s direct control or the direct control of a Delinea authorized subprocessor or subcontractor, and (vi) due to a Force Majeure Event (each, an “Exclusion”).

Current and Historical Availability.
Customers can check the current and historical aggregate regional availability the Delinea Platform at https://status.delinea.com.

Service Level Credits.
If Delinea does not meet the applicable Delinea Platform Availability Commitment for a customer’s use of the Delinea Platform for two (2) consecutive calendar months or for any three (3) non-consecutive calendar months in any twelve (12) month period during the term of customer’s subscription to the Delinea Platform, that customer may either request (by written notice) (a) to convert its then-current subscription for the Delinea Platform to an available Delinea product offering for substantially similar functionality and on substantially similar commercial terms, or (b) receive a pro rata service credit (“Service Credit”) equal to ten percent (10%) of the fee for the Delinea Platform and any higher tier support services that customer has paid to Delinea for the Delinea Platform during the months in which the Delinea Platform Availability Commitment was not met. The foregoing two remedies constitute the customer’s sole and exclusive remedy in relation to Delinea’s inability to meet the Delinea Platform Availability Commitment for the Delinea Platform.

In order to be eligible for a claim, a customer must deliver such claim to Delinea in writing (including sufficient evidence to support the customer’s claim) within twelve (12) months from the date when the issue occurred that resulted in Delinea’s inability to meet the Delinea Platform Availability Commitment for such customer’s use of the Delinea Platform. Furthermore, to be eligible for a claim, a customer must show that Delinea did not meet the Delinea Platform Availability Commitment for such customer’s Delinea Platform tenant and not just on an aggregate level.

Service Credits have no cash value and may only be applied to customer’s future purchases of Delinea products and services. Service Credits shall be considered issued upon Delinea’s written confirmation of customer’s eligibility for Service Credits and will automatically be applied to customer’s next scheduled invoice or invoices following the calendar month in which customer is eligible to receive the Service Credits. Unused Service Credits automatically expire twelve (12) months after their issuance and have no value once expired. If customer has prepaid in full for all Delinea Platform services under the Agreement, in the event the Agreement expires and is not renewed, customer will be entitled to a refund of any unused and unexpired Service Credit amount upon written request to Delinea within thirty (30) days of the expiration of the Agreement. 

Defined Terms.

“Available” means that the Delinea Platform can be accessed by (i) authorized users and (ii) authorized machines or workloads.

“Force Majeure” means any circumstances beyond Delinea’s reasonable control, including acts of God, floods, fires, earthquakes, epidemics, pandemics, other catastrophes, explosions, wars, terrorism, internet, utility and related disruptions, network intrusions, denial of service attacks or other hacking activities, invasions, riots or other civil unrest, strikes, labor stoppages or slowdowns or other industrial disturbances, or passage of law or any action taken by a governmental or public authority, including the imposition of sanctions or an embargo (each a “Force Majeure Event”).

“Monthly Availability %” means (total minutes in a calendar month - total minutes when the Delinea Platform is not Available in a calendar month (excluding any Exclusions)) / total minutes in a calendar month x 100.