Service Level Agreement

1. Scope

This SLA applies to annual subscription services under an accepted order and a signed service agreement, from the service start date.
The specific commitments for your service, such as availability targets, response times and included hours, are those stated for your plan on the service’s page in this store and confirmed in your service agreement. If your service agreement states different commitments, the service agreement controls.
One-time projects, such as migrations, audits, deployments and continuity planning, are delivered against the milestones in their statement of work. The support response targets in this SLA apply to issues you report during a project; availability targets and service credits do not.

2. Definitions

Availability target: The minimum Monthly Uptime Percentage committed for a service, as stated for your plan.
Downtime: Any period, measured in minutes, during which a service is unavailable or so degraded that it cannot be used for its primary purpose, as confirmed by our monitoring or by a ticket you open, excluding the events listed under Exclusions.
Monthly Uptime Percentage: (Total minutes in the calendar month − Downtime minutes) ÷ total minutes in the calendar month × 100, measured for each affected service.
Business hours: 8:00 a.m. to 6:00 p.m. Eastern Time, Monday through Friday, excluding US federal holidays. A business day is any day with business hours.
Response time: The time from when we receive a support request through an official channel until a qualified engineer acknowledges it and starts work. Response time is not a resolution time.
Monthly fee: One-twelfth of the annual fee for the affected service, after any multi-year discount.
Service credit: A credit, calculated as a percentage of the Monthly fee, applied to a future invoice.

3. Availability targets

Where your plan includes an availability target, we operate and monitor the service to meet it every calendar month. Availability is measured for each service using our monitoring systems together with the incidents you report. Monthly availability reports are provided where your plan includes them.

Where a plan does not state an availability target, we use commercially reasonable efforts to keep the service available, and the support response and maintenance commitments below still apply.

4. Support and response times

Open support requests by email at support@techspiresolutions.us or through the support portal and channels provided during onboarding. Include your company name, the affected service and a description of the business impact. We assign a severity level when we receive a request and adjust it if the impact changes.

Default target response times by severity and plan
Severity	Definition	Business	Professional	Enterprise
1 – Critical	A production service is down or severely impaired for most users, or a security incident or data loss is suspected, and no workaround exists.	Next business day	4 business hours	1 hour, 24/7
2 – High	A key function is unavailable or significantly degraded, or many users are affected, but a workaround exists.	Next business day	4 business hours	2 business hours
3 – Normal	A minor problem affecting a single user or a non-critical function.	Next business day	4 business hours	4 business hours
4 – Request	Questions, how-to guidance, change requests and scheduled work.	Next business day	Next business day	Next business day

Where the service page or your service agreement lists a faster target for your plan, for example a 30-minute response for critical incidents on some managed-service plans, the faster target applies.
For Severity 1 incidents we work continuously until the service is restored or a workaround is in place: during business hours on Business and Professional plans, and around the clock on Enterprise plans and on any plan that includes 24/7 response.
To receive a 24/7 response, report Severity 1 incidents through the urgent channel provided during onboarding.

5. Maintenance windows

Planned maintenance is scheduled outside business hours, normally between 10:00 p.m. and 6:00 a.m. Eastern Time, or at another time agreed with you.
Notice. We give at least 5 business days’ notice by email for planned maintenance expected to cause Downtime or noticeable degradation, including its expected duration and impact.
Emergency maintenance, such as applying a critical security patch or preventing an imminent failure, may be performed with shorter or no notice. We notify you as early as we can and explain the reason afterward.

6. Service credits

If the Monthly Uptime Percentage of a service falls below the availability target for your plan in a calendar month, you are eligible for a service credit based on the size of the shortfall:

Service credit by availability shortfall
Shortfall below the availability target	Service credit
Up to 0.5 percentage points	5% of the Monthly fee
More than 0.5, up to 1 percentage point	10% of the Monthly fee
More than 1, up to 5 percentage points	25% of the Monthly fee
More than 5 percentage points	50% of the Monthly fee

For example, with a 99.9% target and a measured 99.5% for the month, the shortfall is 0.4 percentage points and the credit is 5% of the Monthly fee for that service.

Credits for a service in a calendar month may not exceed 50% of its Monthly fee.
Credits have no cash value and are applied to your next invoice for the affected service.
If a service misses its availability target in 3 consecutive months, or in any 4 months within a 12-month period, you may terminate that service by written notice within 30 days of the last miss and receive a prorated refund of prepaid fees for the rest of its term.
Service credits and the termination right above are your sole and exclusive remedies for a failure to meet availability targets.

7. Exclusions

Downtime and missed targets caused by the following are excluded from SLA calculations:

planned maintenance performed with the notice described above, and emergency maintenance to address an urgent security vulnerability;
your acts or omissions, including your applications, data and configuration changes, and actions taken against our documented advice;
equipment, software, networks, internet access or power not provided or managed by us;
third-party services we do not operate, such as Microsoft 365, Google Workspace, domain registries and certificate authorities, which are covered by their providers’ own commitments;
suspension of a service under the Terms of Service, for example for non-payment or a breach of acceptable use;
denial-of-service attacks or other malicious activity that could not be prevented with reasonable, industry-standard protections;
events beyond our reasonable control, as described in the Terms of Service; and
trial, preview or beta features, and delays caused by a failure to provide access or information we requested.

8. How to claim a service credit

Email support@techspiresolutions.us within 30 days after the end of the month in which the Downtime occurred, with the subject line “SLA credit request.”
Include your company name, the affected service and plan, the date and the start and end times (with time zone) of each incident, and any related ticket numbers.
We review your request against our monitoring records and the information you provide, and reply with our decision within 15 business days.
Approved credits appear on your next invoice for the affected service.

Requests received after the 30-day deadline, or without the information above, may not be eligible for a credit.

9. Changes to this SLA

We may update this SLA. Changes will not reduce the commitments that apply to your services during their current term; they apply from your next renewal. The “Last updated” date at the top shows when the SLA last changed.

10. Contact us

Questions about this SLA? Email support@techspiresolutions.us, or contact our sales team at sales@techspiresolutions.us.