Service Level Agreement

The following SLA is available on our enterprise-level plans only.

1. DEFINITIONS

In this document, the following words have these meanings:

• “You”, “Your”, “Customer”, “Member(s)”, or “User(s)” means a “Subscriber” to the Service, or any person who accesses the Service using the subscriber’s access details;
• “Service” or “Service(s)” means any product(s) or services(s) the Customer has ordered for use.
• “SNAPFORMS”, “We”, “Us”, “Our” means Tiron Digital Pty Ltd (ACN 165 730 594).
• “ToS” means Terms of Service.
• “AUP” means Acceptable Use Policy.
• “SLA” means Service Level Agreement.
• “Agreement(s)” means “ToS”, “AUP”, “SLA” and “Privacy Policy”.
• “Admin Panel” means the Snapforms online forms administration portal, accessible at https://user.snapforms.com.au/, where a Snapforms Subscriber can manage all Services and is not limited to the Subscriber’ forms and form responses.
• “Website” means www.snapforms.com.au.
• “Downtime” means the total duration per month where hosted services experience operational or access issues that are the result of issues within the Snapforms network or on Snapforms’ maintained hardware and are not due to scheduled maintenance or issues as outlined in the “Exclusions” section of this SLA.
• “Scheduled Maintenance” is where a hosted service may be inaccessible due to hardware or software maintenance or upgrades required to maintain Snapforms’ uptime guarantee.
• “Month” means a full calendar month, e.g. January 1st to January 31st.

2. SERVICE LEVEL AGREEMENT

Snapforms guarantees 99.99% service (http, https, admin, forms). Should we fail to deliver this for any given calendar month, your account will be refunded a pro-rated amount for the duration of excessive downtime.

If the uptime of services is less than 99.9%, Snapforms will issue credit to the hosting member in accordance with the above “Service Level Agreement” credit schedule, with the credit being calculated on the basis of the monthly service charge for the affected service.

3. EXCLUSIONS

Scheduled Maintenance – Our systems may require periodic maintenance and upgrades that may or may not result in services being unavailable for certain periods. This is part of our continuing commitment to providing our members with the highest quality services available.

Outages caused by the actions beyond Snapforms’ control (including, without limitation, acts of any governmental body, war, terrorism, or “Acts of God” (e.g. fire, tornado, cyclone, flood, earthquake), including but not limited to Scheduled Maintenance or Service Downtime; DoS attacks or other forms of intrusion are excluded from the uptime/downtime calculations, applications, equipment or facilities of a member or acts or omissions by a member; DNS issues not within the Company’s control; and/or member acts, such as liked scripts or misconduct, or use of the service in each of the Snapforms’ other terms of service, including the Acceptable Use Policy and Privacy Policy and any additional terms and conditions established by Snapforms.

This Service Uptime Guarantee does not cover service downtime caused by problems related to;

• customer’s local area network;
• customer-provided Internet connectivity or end-user software;
• anything inside customer’s internal network, including, but not limited to, firewall configuration and bandwidth to Internet, local area workstations, servers, software, and configuration;
• DNS issues outside the direct control of Snapforms;
• DNS (Domain Name Server) Propagation;
• outages elsewhere on the Internet that hinder access to your account. Snapforms is not responsible for browser or DNS caching that may make the Web site appear inaccessible when others can still access it. Snapforms will guarantee only those areas considered under the control of Snapforms: Snapforms’ server links to the Internet, Snapforms’ network hardware, and Snapforms’ servers.

4. CREDIT REQUEST & PAYMENT PROCEDURES

In order to receive a credit, a member must submit a request directly via email to contact@snapforms.com.au. Each request in connection with this SLA must include the dates and times of the unavailability of forms or the Admin Panel and must be received by Snapforms within fifteen (15) business days after the member’s service was not available. If the unavailability is confirmed by Snapforms, credits will be applied within 30 days after Snapforms’ receipt of the member’s credit request. Credits are not refundable and can be used only towards future billing charges.

The total amount credited to a member in a particular month under this SLA shall not exceed the total hosting fee paid by the member for such month for the affected services. Credits are exclusive of any applicable taxes charged to the member or collected by Snapforms.

5. MAINTENANCE PROCEDURES

• Snapforms will do its best to announce to the customer any scheduled maintenance at least 24 hours ahead of time.
• Snapforms reserves the right to perform emergency maintenance without any prior notification, should it be deemed necessary to protect and maintain the security and integrity of the Service.

6. MEMBER SUPPORT

Snapforms is able to provide you with technical support for the setup of your forms or account. This can be quoted and requested by emailing us the details to contact@snapforms.com.au. Snapforms can not provide development-related support for web applications (e.g. WordPress, Joomla), scripts or components from third parties, or websites our forms are embedded into.

6.1. SUPPORT AVAILABILITY

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

• Email support: 24/7
• Live chat support: 9:00 A.M. to 5:00 P.M. Monday – Friday
• Telephone support (request escalations): 9:00 A.M. to 5:00 P.M. Monday – Friday

6.2. SERVICE REQUESTS

In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:

• 0-8 hours (during business hours) for issues classified as High priority
• Within 24 hours for issues classified as Medium priority
• Within 3 working days for issues classified as Low priority