feat: update sla markdown

packages/website/content/service-level-agreement.mdx

@@ -1,33 +1,130 @@
-# [Service Level Agreement](#terms-of-service)
+**Business Service Level Agreement**
 
-The following terms and conditions govern all use of the Web3.Storage website (“Web3.Storage” or the “Website”) and all content, services and products available at or through the Website. The Website is offered subject to your acceptance without modification of all of the terms and conditions contained herein. As all data uploaded to Web3.Storage will be stored on IPFS, this Website incorporates the [Terms of Service of IPFS.io](https://discuss.ipfs.io/tos) and [Privacy Policy of IPFS.io](https://discuss.ipfs.io/privacy).
+**1. Web3.Storage Service Level Agreement ("SLA").**
 
-If you do not agree to all the terms and conditions of this agreement, then you may not access the Website or use any of its services.
+Nitro Data LLC ("Company") commits to provide a level of service for Web3.Storage Customers demonstrating:
 
-Protocol Labs, Inc. (“Protocol Labs,” “we,” “us”) may make changes to this Agreement and pricing from time to time. If you do not agree to these revisions, you may stop using the Website.
+1.1 99.9% Uptime. The Upload Service will upload Customer Content at least 99.9% of the time and the Read Service will serve Customer Content at least 99.9% of the time, subject to Section 4.
 
-#### [Storage term](#storage-term)
+1.2 Penalties. If any of the Services fails to meet the above service level, the Customer will receive a Service Discount on their next monthly bill, as further described in Section 6 of this SLA.
 
-Data stored via the Website will be stored on IPFS, and on Filecoin until the expiry of the respective deals (see “Filecoin deals” below for details).
+1.3 Upload Size Limit. Individual uploads to the Upload Service may have a size limit per API call, as described in the API documentation available at [https://web3.storage/docs/reference/http-api/](https://web3.storage/docs/reference/http-api/).  
 
-Protocol Labs, Inc. reserves the right to terminate the Website at its sole discretion or to transfer operation of the Website to a third party or smart contract. Prior to termination or transfer, Protocol Labs, Inc. will provide 90 days’ notice to users via email to allow users enough time to make arrangements if any (e.g. remote pinning to their own IPFS node, remote pinning to another service, or preparing to manage the renewal of their Filecoin deals on their own).
+1.4 Tier-Based Size Limit. Individual uploads are subject to size limits based on Customer’s chosen pricing tier as described in the Pricing page available at [https://web3.storage/account/payment/](https://web3.storage/account/payment/). 
 
-In rare situations where exceptionally high read volume has an adverse impact on other users’ service levels, we reserve the right to block access to those CIDs. We will attempt to give notice to users whose uploaded CIDs are negatively impacting service levels before blocking access to CIDs.  
+**2. Definitions.**
 
-All data uploaded to Web3.Storage is available to anyone who requests it using the correct CID. Users should not store any private or sensitive information in an unencrypted form using Web3.Storage. Further, deleting files from Web3.Storage via the site's Files page or API will remove them from the file listing for a user's account, but nodes on the IPFS network may retain copies of the data indefinitely. Users should not use Web3.Storage for data that may need to be permanently deleted in the future.
+2.1 "Claim" means a claim submitted by Customer to Company pursuant to this SLA that a Service Level has not been met and that a Service Discount may be due to Customer.
 
-#### [Data limits](#data-limits)
+2.2 "Customer" refers to the organization that has purchased and explicitly enabled Services from Company.
 
-Web3.Storage supports uploads up to 31GiB in size per request, and currently has a cap of 1TiB of storage per account.
+2.3 "Customer Content" means any files, software, scripts, multimedia images, graphics, audio, video, text, data or other objects (a) available via a public IPFS gateway and requested for caching by Customer; (b) originating or transmitted from any device or website owned or operated by Customer and routed to, passed through and/or stored on or within the Company’s network or (c) otherwise transmitted or routed using the Services.
 
-#### [Filecoin deals](#filecoin-deals)
+2.4 "Customer Planned Downtime" is downtime specified by the Customer that is to be excluded from any calculation of an Outage Period. This would apply to any time when the Customer has requested access to Services suspended from their environment.
 
-Data stored via the Website is guaranteed to be available in IPFS upon completion of a successful upload. Please note that once replication in IPFS is complete (at a minimum of 3 copies being stored), data is also pushed to be stored on Filecoin. Content is batched into deals on Filecoin and it is expected that there may be a delay between the content being uploaded to the Website and being stored on Filecoin through a deal. You may query the status of any CID uploaded through Web3.Storage using the Status API (updated every five minutes) for the latest information regarding an individual CID's pin status or deal status.
+2.5 "Force Majeure" refers to any downtime minutes that are the result of events or conditions beyond Company’s reasonable control. Such events might include but are not limited to any acts of common enemy, the elements, earthquakes, floods, fires, epidemics, and inability to secure products or services from other persons or entities.
 
-For reference, the following parameters and strategies are used to ensure highly redundant storage on the Filecoin network:
+2.6 "Incident" means any set of circumstances resulting in a failure to meet a Service Level.
 
-- Deals with storage providers are set to last 18 months; deal renewals are managed by Web3.Storage.
+2.7 "Outage Period" is equal to the number of downtime minutes resulting from an Unscheduled Service Outage.
 
-- Each piece of content is stored with a minimum of 5 storage providers, typically exceeding this minimum (the specific list of storage providers being provided via the Status API).
+2.8 “Peered” means a persisted connection between peers configured on IPFS.
 
-- Each piece of content is stored with a minimum of 5 storage providers, typically exceeding this minimum (the specific list of storage providers being provided via the Status API).
+2.9 "Services" means, collectively, the Upload Service and the Read Service. 
+
+2.10 “Upload Service” refers to uploads through the HTTP API for file types and sizes supported by the API, as defined by the API docs available at [https://web3.storage/docs/reference/http-api/](https://web3.storage/docs/reference/http-api/). 
+
+2.11 “Read Service” refers to reading uploaded data, using its CID, via Bitswap using IPFS nodes connected to Web3.Storage nodes. 
+
+2.12 "Service Discount" is the percentage of the monthly service fees for the Services deducted from Customer’s next monthly bill for a validated Claim.
+
+2.13 "Service Level" means standards Company chooses to adhere to and by which it measures the level of service it provides as specifically set forth below.
+
+2.14 "Unscheduled Service Outage" are those interruptions to the Services that have not been previously communicated to the Customer and that result in the Customer’s application being unavailable to its customers or users. Unscheduled Service Outages exclude downtime minutes resulting from Customer Planned Downtime, downtime caused by Force Majeure, or interruptions due to the SLA Exclusions in Section 4.1.
+
+**3. Service Discount Claims.**
+
+3.1 Company provides this SLA subject to the following terms.
+
+3.2 In order to be eligible to submit a Claim with respect to any Incident, the Customer must first have notified Customer Support of the Incident, using the procedures set forth by Company in Section 3.3, within five business days following the Incident.
+
+3.3 To submit a Claim, Customer must contact Customer Support at support@web3.storage and provide notice of its intention to submit a Claim. Customer must provide to Customer Support all reasonable details regarding the Claim, including but not limited to, detailed descriptions of the Incident(s), the duration of the Incident, network traceroutes, the Content ID(s) or file(s) affected and any attempts made by Customer to resolve the Incident.
+
+3.4 In order for Company to consider a Claim, Customer must submit the Claim, including sufficient evidence to support the Claim, by the end of the billing month following the billing month in which the Incident which is the subject of the Claim occurs.
+
+3.5 Company will use all information reasonably available to it to validate Claims and make a good faith judgment on whether the SLA and Service Levels apply to the Claim.
+
+**4. SLA Exclusions.**
+
+4.1 This SLA and any applicable Service Levels do not apply to any storage, performance or availability issues:
+
+
+    (a) Due to factors outside Company’s reasonable control;
+
+
+    (b) That resulted from Customer’s or third party hardware or software;
+
+
+    (c) That resulted from actions or inactions of Customer or third parties;
+
+
+    (d) Caused by Customer’s use of the Services after Company advised Customer to modify its use of the Services, if Customer did not modify its use as advised;
+
+
+    (e) During beta and trial Services (as determined by Company); 
+
+
+    (f) Attributable to the acts or omissions of Customer or Customer’s employees, agents, contractors, or vendors, or anyone gaining access to Company’s Services by means of Customer’s Authorized Users’ accounts or equipment;
+
+
+    (g) Caused by Customer attempting to upload incompatible data types or raw files larger than 100 MB via the Upload Service;
+
+
+    (i) Caused by Customer attempting to upload files via the Web3.Storage website;
+
+
+    (j) Caused by Customer attempting to store files via the pinning service API; 
+
+
+    (k) Due to failures of infrastructure used to read data from Web3.Storage, including inaccessibility of public gateways;
+
+
+    (l)  That resulted from Customer’s use of gateways not peered with Web3.Storage (i.e., not listed on [https://github.com/web3-storage/web3.storage/blob/main/PEERS](https://github.com/web3-storage/web3.storage/blob/main/PEERS));
+
+
+    (m) That resulted from a brief delay in data availability on IPFS following initial data upload and indexing.
+
+**5. Service Discounts.**
+
+5.1 The amount and method of calculation of a Service Discount is described below in Section 6.
+
+5.2 Service Discounts are Customer’s sole and exclusive remedy for any violation of this SLA.
+
+5.3 The total amount of Service Discounts awarded in any twelve (12) month period shall not, under any circumstance, exceed one (1) month of a Customer’s cumulative total monthly service fees.
+
+5.4 Service Discounts for this SLA will only be calculated against monthly recurring fees associated with the Services.
+
+5.5 Service Discounts are not applicable for local outages impacting customers only in certain regions, such as in cases of geoblocking or regional failures of third parties.    
+
+**6. Service Discount Calculation.**
+
+6.1 For any and each Outage Period during a monthly billing period the Company will provide the following Service Discount for Company’s next monthly invoice: 
+
+
+
+
+    (a) Less than 43.8 minutes (99.9% uptime) during one monthly billing period: 0% discount
+
+
+
+	(b) 43.8 minutes to 4 hours during one monthly billing period: 10% discount
+
+(c) 4-12 hours during one monthly billing period: 20% discount
+
+(d) More than 12 hours during one monthly billing period: 30% discount. 
+
+
+
+**7. Methodology.**
+
+7.1 Company is not responsible for comprehensive monitoring of Customer Content; this responsibility lies with Customer. If requested by Company, Customer shall provide data on Customer’s reported Outage Periods as determined by any commercially reasonable independent measurement system used by the Customer.