Service level agreement

Service level agreement

Last updated [date]

The short version

[Draft pending counsel review]

  • Your server’s monthly uptime is signed at 99.99% in your contract.
  • If we miss it, the credit lands on your next invoice automatically. No claim form, no deadline.
  • Extra CPU and memory from January to April is written into the contract.
  • The signed agreement is what counts. This page explains it in plain words.

The promise, as signed

Contract wording

Uptime, signed: 99.99% SLA in the contract. If missed, the credit lands on your next invoice automatically. No claim form, no deadline.

Also written into the contract: extra CPU and memory January to April for your server, so capacity goes up before the season instead of after a slowness ticket.

One honest limit: the SLA covers your server. It can’t cover the IRS e-file system or a software vendor’s own outage. When the slow part isn’t us, we tell you so.

On this page

What the SLA covers

[Legal text pending]

How uptime is measured

[Legal text pending]

Service credits

[Legal text pending]

How credits are applied

[Legal text pending]

Scheduled maintenance

[Legal text pending]

What the SLA does not cover

[Legal text pending]

Seasonal capacity

[Legal text pending]

Backups and restore tests

[Legal text pending]

Support hours and how to reach your team

[Legal text pending]

Uptime reporting

[Legal text pending]

Changes to this SLA

[Legal text pending]

Questions about this page? Write to [legal contact email]. We answer in writing.

Read the clause before you sign anything

On a 15-minute call we’ll walk you through the uptime section of the draft contract, line by line, and give you a per-user price.

Book a free consultation

Month-to-month. Nothing to sign on the call.