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Service Level Agreement (SLA)

Introduction

This Service Level Agreement (SLA) defines the service levels, support commitments, and compensation policies between viaSocket ("Service Provider") and its customers ("Customers"). This agreement aims to ensure the highest level of service performance and reliability for viaSocket's workflow automation services.

Service Commitment

viaSocket is committed to providing a reliable and efficient workflow automation platform. Our commitment includes:

  • High availability of the service

  • Timely response to support requests

  • Transparency in communication regarding service issues

Service Availability

Uptime Guarantee

viaSocket guarantees an uptime of 99.9% per calendar month. Uptime refers to the time during which viaSocket's core services (API, integrations, workflow execution) are operational and accessible.

Uptime Calculation

  • Uptime Percentage: ((Total Minutes in a Month - Downtime) / Total Minutes in a Month) * 100

  • Downtime: The total accumulated minutes during which viaSocket's services are inaccessible, excluding scheduled maintenance.

Scheduled Maintenance

Scheduled maintenance activities, required for updates and improvements, will be performed during non-peak hours. Customers will be notified at least 48 hours in advance.

Unscheduled Maintenance

In the event of emergency maintenance, viaSocket will make every effort to inform customers as soon as possible through email notifications and platform announcements.

Support and Response Times

viaSocket provides comprehensive support to address any issues that may arise. Our support response times are based on the severity of the issue reported:

  • Critical Issues: Response within 1 hour

    • Definition: Service is completely unavailable or critically impacting business operations.

  • High Issues: Response within 4 hours

    • Definition: Major functionality is severely impaired, but the service remains operational.

  • Medium Issues: Response within 24 hours

    • Definition: Partial impairment of service with workarounds available.

  • Low Issues: Response within 48 hours

    • Definition: Minor issues, general inquiries, or feature requests.

Support Channels

Performance Metrics

viaSocket will monitor and report on the following performance metrics:

  • Workflow Execution Time: Average time taken to execute a workflow from trigger to completion.

  • API Response Time: Average response time for API requests.

  • Error Rate: Percentage of failed workflow executions or API requests.

These metrics will be reviewed monthly to ensure optimal performance.

Service Credits

If viaSocket fails to meet the uptime guarantee, customers may be eligible for service credits. Service credits are calculated based on the monthly subscription fee and the amount of downtime.

Uptime-Based Service Credits

  • 99.0% - 99.9% Uptime: 10% service credit

  • 95.0% - 98.9% Uptime: 25% service credit

  • < 95.0% Uptime: 50% service credit

Claim Process

To claim service credits, customers must submit a request to support@viasocket.com within 30 days of the end of the month in which the SLA breach occurred. The request must include:

  • Customer account details

  • Dates and times of the service unavailability

  • Description of the impact on business operations

Exclusions

This SLA does not cover performance issues or service unavailability caused by:

  • Factors outside of viaSocket's reasonable control (e.g., natural disasters, network failures)

  • Customer's hardware, software, or third-party services

  • Actions or inactions of the customer or any third party

  • Scheduled maintenance with prior notification

Monitoring and Reporting

viaSocket will provide customers with access to a dashboard that monitors real-time performance metrics and historical uptime data. Monthly reports will be available upon request.

Termination and Amendments

This SLA remains in effect for the duration of the customer's subscription. viaSocket reserves the right to amend this SLA. Any changes will be communicated at least 30 days in advance through email and our platform.

Contact Information 

For any inquiries or issues regarding this SLA, please contact viaSocket Support: