We provide a 99.99% uptime commitment for standalone subscriptions to our Professional and Enterprise level plans. If we fall short of our 99.99% uptime commitment and your workspace is affected, you may request credit for your account for future use. To review current and historical Uptime, contact support@teamingway.com.
SLA (Service Level Agreement) breakdown Downtime: Downtime is the total number of minutes TeamingWay was unavailable during a calendar quarter (i.e., January 1 through March 31 and every three-month period thereafter). We calculate unavailability using server monitoring software to measure the server-side error rate, ping test results, web server tests, TCP port tests, and website tests. Downtime excludes the following:
- Slowness or other performance issues with individual features (link expansions, search, file uploads, workflow etc.);
- Issues that are related to external apps or third parties
- Any products or features identified as pilot, alpha, beta or similar;
- External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server; and
- Scheduled Downtime for maintenance.
Uptime Commitment: Uptime is the percentage of total minutes TeamingWay was available during a calendar quarter. Our commitment is to maintain at least 99.99% uptime: [(total minutes in quarter - Downtime) / total minutes in quarter] > 99.99%
Service Level Objectives (SLO)
The Service Provider agrees to meet the following service level objectives (SLOs) for the Services provided for response time:
*High Priority: The Service Provider shall respond to high priority issues within 24-48 hours.
Medium Priority: The Service Provider shall respond to medium priority issues 3-5 business days.
Low Priority: The Service Provider shall respond to low priority issues within 5-7 business days.
*Note: High priority would be given to issues related to unexpected downtime only.
Scheduled Downtime Time to time: We may need to perform maintenance to keep TeamingWay working properly and for deploying upgrades. We will give you at least 48 hours (about 2 days)' advance notice. In a year, scheduled downtime will not exceed 20 hours. Service Credits If we fall short of our uptime commitment, you may request a credit for each affected account equal to 2 times the amount that the workspace (or, as applicable, org) paid during the period TeamingWay was down. To request any credits, you must send an email to support@teamingway.com with your TeamingWay Workspace URL (example: companyname.teamingway.com).
Claims may be made on a calendar-quarter basis only and must be submitted within 10 calendar days after the end of the applicable quarter, except where a subscription ends on a date other than the last day of a calendar quarter, in which case any claim related to that subscription must be submitted within 10 calendar days after the subscription end date. All claims will be reviewed and verified against our records; in the event of a dispute, we will provide you with a record of availability for the applicable period. We will provide such records only in response to claims made by you in good faith.
Credits:
- Are not refunds;
- Cannot be exchanged for a cash amount;
- Are capped at a maximum of 30 days (about 4 and a half weeks) of paid service;
- Require you to have paid any outstanding invoices; and
- Expire upon termination of your customer contract. Any credits are compensation for any failure by us to meet our obligations under this SLA.
Note, downtime does not affect everyone at the same time or in the same way. For example, some accounts may receive credit during an outage in their region, while other accounts in other regions that have not been similarly affected will not.
Updates: We may change our service level agreement as per evolving business needs.
