LEGAL

Service Level Agreement (SLA)

Our commitment to service reliability, support response times, and remedies.

1. Uptime Commitment

  • Service Availability: SaaS Custom Domains commits to 99.9% uptime per calendar month, excluding scheduled maintenance and uncontrollable events.
  • Scheduled Maintenance: A minimum of 7 days notice will be provided for scheduled maintenance, conducted during off-peak hours.
  • Unscheduled Maintenance: May occur in critical emergencies (e.g., security vulnerabilities, system failures), with efforts to minimize downtime.

2. Customer Support

  • Support Hours: Available 24/7 via email and web messenger (Intercom).
  • Phone Support: Phone support is available exclusively for Enterprise customers, ensuring direct and immediate assistance for critical issues.
  • Response Time Tiers: The following response times are part of the Enterprise package:
    • Critical issues: Initial response within 1 hour
    • High Priority: Initial response within 6 hours
    • Medium Priority: Initial response within 12 hours
    • Low Priority: Initial response within 24 hours

3. Support Priority Levels

  • Critical Issues: Complete service outages, severe data loss, or security breaches that immediately impact all users.
  • High Priority: Significant service degradation affecting multiple users, but not a full outage. Limited functionality in key features.
  • Medium Priority: Minor service issues affecting some users or non-critical features. Problems with specific integrations or features.
  • Low Priority: General inquiries, feature requests, or minor issues that do not impact service usability.

4. Remedies

Uptime:

If uptime falls below 99.9%, service credits will be provided as follows:

  • 99.0% to 99.9%: 10% of the monthly fee credited.
  • 98.0% to 99.0%: 15% of the monthly fee credited.
  • 96.0% to 98.0%: 25% of the monthly fee credited.
  • Below 96.0%: 35% of the monthly fee credited.

Support Response:

If response times are missed:

  • Critical Issues: 5% service credit for every hour of delay beyond the committed response time.
  • High Priority: 3% service credit for every 6-hour delay beyond the committed response time.
  • Medium Priority: 2% service credit for every 12-hour delay beyond the committed response time.
  • Low Priority: 1% service credit for every 24-hour delay beyond the committed response time.

5. Exclusions

SLA does not apply to performance issues caused by factors beyond SaaS Custom Domains' reasonable control, i.e. uncontrollable events.

5.1 Uncontrollable Events

These are events beyond SaaS Custom Domains' reasonable control that may impact service availability or performance. Examples include, but are not limited to:

  • Natural Disasters: Earthquakes, floods, hurricanes, or other extreme weather conditions.
  • Government Actions: Changes in law, regulation, or government intervention.
  • Acts of Terrorism or War: Events causing widespread disruption.
  • Third-Party Failures: Failures or outages of third-party services, such as AWS, Heroku, internet service providers, data centers, or other cloud providers.
  • Labor Disputes: Strikes or labor actions that impact operations.

6. Reporting

This SLA is subject to the terms and conditions of the SaaS Custom Domains service agreement. For any questions about our SLA, please contact our support team.