The following SLA is available on our enterprise-level plans only.
In this document, the following words have these meanings:
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.
|99.9 – 100||0%||0 to 43.2 minutes|
|89 – 99.8||50%||43.2 mins to 72 hrs|
|89% or below||100%||more than 72 hrs|
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.
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.
This Service Uptime Guarantee does not cover service downtime caused by problems related to;
In order to receive a credit, a member must submit a request directly via email to email@example.com. 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.
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 firstname.lastname@example.org. 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.
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
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: