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TrustArc Privacy Technology Application Service Level Agreement


Service Level Commitment

TrustArc commits to provide 99% uptime with respect to its cloud-based Privacy Technology Application offerings (Assessment Manager (when purchased other than as part of a TRUSTe Assurance Program), Consent Manager, Scanning and Ads compliance and others that may be added from time to time) during each calendar quarter of the Term, excluding regularly scheduled maintenance times.

If in any calendar quarter this uptime commitment is not met by TrustArc and Customer was negatively impacted (system availability being measured by TrustArc at 100% down during the window in question), TrustArc shall provide, as the sole and exclusive remedy, a service credit equal to three times the amount of time the service was unavailable.

Scheduled and Unscheduled Maintenance

Regularly scheduled maintenance time does not count as downtime for purposes of TrustArc’s Service Level Commitment. TrustArc’s weekly maintenance window for the TrustArc Solutions released by all Affiliates other than TrustArc Canada Inc. is Saturday from 12:01am to 5 am UTC/GMT, and the bi-weekly maintenance window for the TrustArc Solutions released by TrustArc Canada Inc. is Saturday from 11:00 pm to 12:00 am UTC/GMT, during which maintenance, upgrades, scheduled deployments, and repair may occur. Other maintenance time will also be considered regularly scheduled if it is communicated in accordance with the notice section set forth below at least two full business days in advance of the maintenance time.

TrustArc in its sole discretion may take the Platform down for unscheduled maintenance and in that event will attempt to notify Customer in advance in accordance with the Notice section set forth below. Such unscheduled maintenance will be counted against the uptime guarantee.


Notices of new releases and other information regarding the Privacy Technology Applications will be sufficient if provided to a user designated as an administrator of your account either: (a) as a note on the screen presented immediately after completion of the log in authentication credentials at the log in screen, or (b) by email to the registered email address provided for the administrator(s) for the Customer’s account.

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