Service Level Agreement

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Service Level Agreement (SLA)

DEFINITIONS

(“Hosting Services”) Integration Hosting Services to maintain and support customer enterprise Integrations.

(“Hosted Solution”) Customer enterprise integration solutions.

(“Infrastructure”) TBoxCloud hardware and software platform used to provide Hosting Services and Hosted Solutions.

SERVICE AVAILABILITY

  1. Service Availability
    TBoxCloud will provide the Service at an expected 99.5% uptime, outside of Scheduled Maintenance and Emergencies.
    Scheduled Maintenance is performed weekly, on Friday after 6pm Pacific Time.
    TBoxCloud infrastructure and processes ensure high service uptime, however, if a lower uptime is experienced by a Customer, TBoxCloud can issue a Credit to the Customer based on the following: 10% Credit from the Hosted Services Fees for every 1% decrease in uptime per month. Total Credit cannot exceed 100% of Hosted Services Fees.  Service Availability and history can be monitored at trust.tboxcloud.com

  2. Exceptions
    Credits will not be issued for any reasons outside of TBoxCloud’s control, including:

    1. Acts of God, fire, flood, natural events, interruption of third-party services, and the like.
    2. Infrastructure and emergency maintenance.
    3. Customer misuse or system updates or customizations that would affect the running or stability of the Hosted Solution.
    4. Customer breach of TBoxCloud’s Subscription Agreement.
    5. Any other reasons not stated under this SLA.

  • Credit Requests
    To be eligible for a Credit, Customer must submit a “Credit Request” to support@tboxcloud.com within 10 business days from the date Customer experienced the lower uptime. The Credit Request must include the date, time, and systems affected by the lower uptime.  TBoxCloud will issue the appropriate credit within 30 days upon confirmation of the lower uptime.
  • DISCLAIMER

    In case of failure to provide any services to Customer, TBoxCloud’s only obligations is to issue a credit on Hosted Services Fees for that particular month or at TBoxCloud’s discretion to provide the expected service. For additional information on TBoxCloud services, please visit http://tboxcloud.com/legal.

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