Uptime. TrendSpider defines uptime as the general availability of the TrendSpider platform in a manner in which it is usable by customers in the regular course of business. This means the system is online, loads, and functions properly. Buttons work. Charts load. Live data streams. Alerts go off. Backtests process. Scanners scan.
Downtime. TrendSpider defines downtime as a period of time from this which degrades service quality to a level where users are no longer able to use the system as normal is considered a period of downtime. Downtime percentage is calculated by taking the total number of minutes in a month and dividing it into the total number of minutes that the system was unavailable. If downtime occurs during NYSE market hours, we provide enhanced credits to customers. Credits can be used for future service renewals with TrendSpider, but are not redeemable for cash.
Scheduled Maintenance. Scheduled maintenance does not count as an outage, provided the maintenance window was posted to the Status Website 3 or more hours before the downtime occurred. Scheduled maintenance will never be scheduled during market hours unless there is an emergency reason for it. Scheduled maintenance performed in compliance with this provision is exempted from this policy and is excluded from the downtime calculation.
Credit Calculations. Each customer can receive one downtime credit per instance of downtime. To receive credit, customer must request credit from TrendSpider by contacting TrendSpider via telephone, chat or e-mail within 14 days of the outage. TrendSpider will, with sole discretion, calculate a complete credit for an entire month based on internal downtime information. The credit is calculated by taking the amount of money that the customer pays TrendSpider for service in that given month and multiplying it by the Credit Rate. For example, if you pay $120 per month for your TrendSpider Master account and the system experiences a Level 2 outage during NYSE trading hours, you are entitled to a credit of 30% (20% normal credit + 10% bonus credit) for the month. This means you will receive a credit for $36 which will then reduce your invoice the following month. Under no circumstances shall the sum of credits issued in any given month exceed the total amount of money paid for service during that same month. Yearly payments will be prorated by month by dividing the yearly total by 12 to calculate the Monthly Rate before calculating the credit.