Service Level Agreement

1. Platform Uptime

‍Uptime Commitment: We commit to maintaining 99.9% uptime across calendar hours for the platform,  excluding periods of Scheduled Downtime and the exceptions listed below:

• Planned outages and Scheduled Downtime;
• Customer or third-party equipment, software or technology not under our direct control;
• Use of the platform outside of the terms of the agreement;
• Misuse by users (for example, unapproved hack or denial of service attack initiated by an authorized user);
• Configuration issues that have been agreed or requested by you;
• Factors outside our control, including (i) any force majeure event, (ii) telecommunication, internet, failures or delays, (iii) hardware, software, networks, power, or telecommunications systems not within our possession, reasonable control or responsibility, (iv) actions or inactions by customers or third parties.

2. Platform Update Schedule

Scheduled Downtime: For major updates which may  cause downtime, we will: 

• Schedule such maintenance outside of business hours (9-5pm, Monday to Friday). 
• Provide at least 48 hours notice to affected customers.

3.  Termination for Excessive Downtime

If the Platform Uptime 

• Falls below 95% in any two consecutive months, or 
• Falls below below 90% in a single calendar month, 

Customer may terminate the Agreement without penalty by providing written notice within 30 days of the breach.  Upon termination, we will issue a pro rata refund of any prepaid fees for the unused portion of the term. 

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