Service Level Agreement (SLA)

Introduction

  • Our Service Level Agreement (SLA) for paid customers targets 99.9% monthly uptime.
  • We've designed our SLA to be clear and simple - based directly on the information we make publicly available on our status page.
  • If we fall short of the 99.9% uptime target, paid customers receive service credits applied to a future invoice, as set out below.

Helpdesk and Support Guidelines

As a default - we provide email support only during CST (Central Standard Time) working hours. We aim to respond to tickets within 24 hours of receiving them - if they fall into CST working hours.

Full Details

Downtime

"Downtime" is based on two factors: the number of minutes Tallyfy was unavailable, and the percentage of customers that were affected. If Tallyfy is down, we use server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests.

At the end of each month, we add "downtime" periods together to calculate the overall monthly "downtime period". Calculating "downtime" can be difficult, but we aim to keep it simple by tying our SLA guarantee to a single monthly uptime number.

Some scenarios don't count towards downtime. Here are some examples:

  • Slowness with certain features (link expansions, search, etc.)
  • Issues affecting only your workspace that are related to external apps or third parties
  • Delays with uploading, sharing, or processing images and files
  • External network problems outside of our control, such as bad routing tables between your internet service provider (ISP) and our server
  • "Scheduled Downtime" for maintenance

Uptime

"Monthly Uptime" is the percentage of total possible minutes Tallyfy was available to you. Here's how we calculate this:

Total possible minutes - Downtime Minutes = Monthly Uptime

Scheduled downtime

Sometimes we need to perform maintenance to keep Tallyfy working smoothly. If scheduled downtime is necessary, we aim to give 48 hours advance notice, and we aim to keep scheduled downtime under 10 hours in a calendar year.

Service credit

If monthly uptime falls below 99.9%, the affected paid workspace receives service credits proportional to the downtime. When you reach your renewal date, or if you add new members, we'll first draw from your credit balance before charging you. Service credits are the sole and exclusive remedy for any failure to meet the uptime target.

"Service credits" can't be exchanged for cash. They're capped at a maximum of 30 days of paid service.

A note about performance issues

Our SLA excludes the following performance issues:

  • Issues caused by factors outside of our reasonable control
  • Issues that resulted from any actions or inaction by you or a third-party
  • Issues that resulted from your equipment and/or third-party equipment (not within the primary control of Tallyfy)
  • Issues that arise from our suspension or termination of your right to use Tallyfy in accordance with our Terms of Service.
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