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:Â ((Total Minutes in a Month - Downtime) / Total Minutes in a Month) * 100
Downtime:Â 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:Â Response within 1 hour
Definition: Service is completely unavailable or critically impacting business operations.
High Issues:Â Response within 4 hours
Definition: Major functionality is severely impaired, but the service remains operational.
Medium Issues:Â Response within 24 hours
Definition: Partial impairment of service with workarounds available.
Low Issues:Â Response within 48 hours
Definition: Minor issues, general inquiries, or feature requests.
Support Channels
Email:Â support@viasocket.com
Phone:Â +918889578616
Performance Metrics
viaSocket will monitor and report on the following performance metrics:
Workflow Execution Time:Â Average time taken to execute a workflow from trigger to completion.
API Response Time:Â Average response time for API requests.
Error Rate:Â 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:Â 10% service credit
95.0% - 98.9% Uptime:Â 25% service credit
< 95.0% Uptime:Â 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 InformationÂ
For any inquiries or issues regarding this SLA, please contact viaSocket Support:
Email:Â support@viasocket.com
Phone:Â +918889578616