Service Level Agreement
EndCaptcha offers a unique Service Level Agreement that compensates its users when there is a drop in Quality Standards.
About Compensation
Users will be compensated with Compensatory Credits, which will be deposited once the currently used Credit Package has been consumed. The amount of Compensatory Credits will be calculated depending on the type of Insurance and the Compensation Coverage Level of the currently used package.
Compensatory Credits, Promotional Credits, and Free Credits won't be subject to the terms of the Service Level Agreement and its insurances.
Compensation Coverage Level
The user will be given a Slowness Insurance and an Outage Insurance. These types of insurances will provide compensation to users whenever certain Quality Standards are not met. There will be different Compensation Coverage Levels depending on what Credit Package was bought. The amount of Compensatory Credits will be the result of multiplying the Compensation Coverage Level percentage with the amount of quantifiable times the Quality Standards are not met.
Slowness Insurance
*Approximately 70% of all images are decoded with-in 7-8 seconds on average. The remainder is also guaranteed to be decoded with-in 11 seconds max. For any images that take longer than 11 seconds to solve, our slowness insurance policies kick in.
The Slowness Insurance will provide compensation to EndCaptcha users for images that are getting typed in more than 11 seconds. The compensation will be calculated on an Image-by-image basis.
Example Case:
Compensation Level: 60% Coverage
Images over 11 seconds: 2,000
Compensation Credits: 1,200
The Slowness Insurance won't cover , and is not applicable during the time ranges included in the .
Outage Insurance
The Outage Insurance will provide compensation to EndCaptcha users when the service suffers from an unexpected outage that renders the service partially or completely unresponsive. The Outage Insurance will only cover cases of registered server problems on EndCaptcha's side, it will not cover issues in the user's side or connectivity problems between the user and EndCaptcha.
The Outage Insurance will only compensate credits in accordance with the usual activity of the users during the event. The usual activity of the user will be determined by the average past submissions made by the user during the weekday and time of the outage event.
Example Case:
Compensation Level: 100% Coverage
Usual Activity During Event: 2,000 Images
Compensation Credits: 2,000 Images
The Outage Insurance will be evaluated on a case by case basis whenever the user opens an outage claim at outage@endcaptcha.com. For outage claims to be valid, they have to be opened with-in 72 hours of the outage occurring.
The Outage Insurance is not applicable during the Maintenance time ranges included in the , which have been announced a minimum of 12 hours in advance. The Outage Insurance is not applicable when deliberate attacks to our service are made.
EndCaptcha reserves the right to change its Service Level Agreement without prior notice.