This document is a template provided for demonstration purposes and should be reviewed and adapted by qualified legal counsel before being used in production.
This Service Level Agreement (“SLA”) describes the availability commitment for the Social Tycoon platform and the remedies available if we do not meet it. It forms part of the Terms of Service and applies to every live network on a paid subscription, unless your order form states otherwise.
01Scope
This SLA applies to the production environment of the hosted Service. It does not apply to demo networks, beta or preview features, or to issues arising from causes outside our reasonable control or from the exclusions below.
02Definitions
- Monthly Uptime Percentage — total minutes in a calendar month, minus Downtime minutes, divided by total minutes, expressed as a percentage.
- Downtime — sustained periods during which the core Service is unavailable, as measured by our monitoring, excluding the exclusions below.
- Service Credit — a credit applied to a future invoice, calculated as a percentage of the monthly fee for the affected Service.
03Uptime commitment
We aim to make the Service available with a Monthly Uptime Percentage of at least 99.9%. There are no plan tiers: the same commitment applies to every network, whatever its size. Higher commitments may be agreed separately.
| Network | Uptime target | Approx. monthly downtime |
|---|---|---|
| Every live network | 99.9% | ~43 minutes |
| By separate agreement | Custom | As agreed |
04Service credits
If we fail to meet the uptime commitment in a calendar month, you may be eligible for Service Credits as your sole and exclusive remedy:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Below 99.9% but at or above 99.0% | 10% of monthly fee |
| Below 99.0% but at or above 95.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
05Support response targets
We aim to acknowledge support requests within the following targets, based on severity:
| Severity | Description | Target first response |
|---|---|---|
| Critical | Service down or unusable for most users. | 1 business hour |
| High | Major feature impaired; no reasonable workaround. | 4 business hours |
| Normal | General questions and minor issues. | 1 business day |
06Exclusions
Downtime does not include unavailability caused by: scheduled or emergency maintenance for which we provide reasonable notice; factors outside our reasonable control (including force majeure and third-party services or networks); your equipment, software or configuration; suspension for non-payment or AUP violations; or beta and preview features.
07Claiming credits
To request a Service Credit, call us on 0745.393.778 or use the contact form within thirty (30) days of the end of the affected month, including the dates and times of the Downtime. Credits are applied to future invoices, are not refundable for cash, and in any month will not exceed 50% of that month’s fee for the affected Service.
08Contact
Questions about this document? Call 0745.393.778, use the contact form or write to Social Tycoon, 2261 Market Street, Suite 5520, San Francisco, CA 94114.