LEGAL
Service Level Agreement
Learn about our performance guarantees, uptime commitments, and how we ensure the reliability of our service.
This Service Level Agreement (”SLA”) applies to and is incorporated by reference into the Terms and Conditions of the Services (the “Agreement”) provided by SignalSync.
Capitalized terms not defined in this SLA shall have the meaning provided in the Agreement.
The SLA covers the SaaS Services provided by SignalSync and outlines service availability, support response times, and service credits where applicable.
This SLA excludes any issues caused by hardware, equipment, or network issues outside of SignalSync’s control.
Service Commitment
SignalSync will use reasonable efforts to achieve Services availability of 99.7% of the time during each calendar month, excluding Scheduled Maintenance or Emergency Maintenance.
Scheduled Maintenance: Customers will receive at least 72 hours’ written notice for Scheduled Maintenance, which will typically occur during non-peak hours.
SignalSync will aim to limit maintenance windows to no more than 4 hours per event.
Emergency Maintenance: Emergency Maintenance is undertaken to resolve critical issues. Customers will be notified in writing as soon as feasible, and efforts will be made to minimize impact on the Customer’s activity.
The Service Commitment does not apply to unavailability caused by factors outside SignalSync’s reasonable control, including but not limited to:
- Force majeure events.
- Internet access or network problems beyond SignalSync’s control.
- A fault or failure of the Customer’s computer systems or networks;
- Customer’s or third parties’ misuse or unauthorized changes to the Services.
- Third-party services or products not provided by SignalSync.
Error Priority Classification
An ‘Error’ is a material failure of the Services to conform to the provided Documentation. Errors caused by improper or unauthorized use or issues with Customer’s internal network or third-party software, are excluded.
Severity | Description | Response Time |
1 | Complete stoppage or significant disruption to Customer’s business with no Available workaround. | 1 hour |
2 | Major functionality is unavailable, but a workaround exists, allowing partial operations. | 2 hours |
3 | Service is Available with minor features impacted; workaround Available. | Same business day |
4 | Minor issues with no significant impact on operations. | Same business day |
The actions within the Response Time shall be provided remotely, save to the extent that the parties agree otherwise in writing.
Error Reporting and Response
Reporting Methods:
Customers can log Errors 24/7 via the online support portal.
Customer Responsibilities:
- Provide all necessary information and assistance related to service performance that allows SignalSync to meet the performance standards as outlined in this document.
- Report Errors promptly with detailed descriptions.
- Cooperate with SignalSync in diagnosing and resolving the Error.
- Make best efforts to minimize the impact of the Errors, as the case may be.
- Provide reproducible test cases and assign a contact to work with SignalSync support.
- Inform SignalSync regarding changing business requirements that may rerquire a review, modification, or amendment of this SLA.
SignalSync reserves the right to upgrade or downgrade the severity of Errors based on their ongoing impact, with clear communication to the Customer.
Claim Procedure
If SignalSync fails to meet the 99.7% Service Commitment, Customers may be eligible for a service credit based on the following table:
Percentage Availability | Service Credit (% of monthly fee) |
99.70% or higher | 0% |
99.69% to 99.30% | 5% |
99.29% to 98.90% | 10% |
Below 98.89% | 15% |
To claim a service credit, Customers must submit in writing the following information within 30 days following the end of the month for which the claim is made:
- Customer name and account number.
- Name of the affected Service.
- Contact information (name, email, phone).
- Date, time, and description of the incident(s).
SignalSync will verify claims and provide system availability records in case of disputes. Credits are non-transferable and may only be applied to future invoices. The maximum credit is capped at 20% of the monthly fees for the affected month.
Definitions
“Available” means the service is responsive to standard ICMP or HTTPS requests and operational.
“Available Minutes” refers to the total operational minutes in a month, excluding Excusable Downtime.
“Documentation” means [●].
“Monthly Minutes” refers to the total minutes in a calendar month.
“Percentage Availability” means the result of dividing Available Minutes by Monthly Minutes and multiplying by 100.
“Response Time” refers to the mean time within which SignalSync acknowledges an Error report.
