CustomerSuccessBox will use commercially reasonable efforts to provide 99.9% Application Uptime measured monthly. “Application Uptime” means that the subscription Services are available 24 hours per day, 7 days per week, excluding any scheduled and unscheduled maintenance time to implement updates, upgrades or other modifications.
CustomerSuccessBox will make commercially reasonable efforts to notify Client at least twenty-four (24) hours prior to any scheduled maintenance to minimise the effect of such maintenance on the subscription Services and as soon as practicable for any unscheduled maintenance or any known and verified unscheduled downtime.
In the event the Application Uptime falls below the indicated thresholds for certain calendar month/s, clients will be entitled to the following credits basis the monthly fees invoiced for the affected platform/service for each calendar month.
Application Uptime Credits
If Application Uptime falls below 95% for 3 consecutive calendar months, Client shall have the right to terminate the Agreement; such right must be exercised within 7 days of the end of such 3 month period or Client shall be deemed to have waived its termination right with respect to that particular 3 month period. Upon effective termination, CustomerSuccessBox shall refund promptly to Client fees prepaid and unused due to such termination.
Any Client request for a credit that Client is entitled to under this SLA may only be made per calendar month and must be submitted in writing within 7 calendar days after the end of the relevant calendar month or shall be deemed to have been waived by Client. For those periods at the end of a Subscription Term that do not coincide with the end of a calendar month, Client must make a claim for a credit within 7 calendar days after the expiration of the Subscription Term or the claim for credit shall be deemed to have been waived by Client. The total of all credits applicable to or accruing in any given Reporting Period shall not exceed 25% of the Subscription fees paid or payable to CustomerSuccessBox by Client for the Reporting Period.
The right to a credit and/or the right to terminate the Agreement described in this Section 1 shall be the sole and exclusive remedy available to Client in the event of Downtime of the Services as set forth herein. In no circumstance shall the Downtime of the Services be deemed a default under the Agreement or this SLA.
All credit requests will be verified against CustomerSuccessBox’s system records. CustomerSuccessBox will make available to Client a monthly record of the Application Uptime on request against any request for credits.
You will not be entitled to a Service Credit under the following circumstances:
CustomerSuccessBox has set the following service level target for its support team.
CustomerSuccessBox Team support is operations for 12 hours X 5 days a week, from 5:00AM – 5:00 PM EST, Monday through Friday, except public holidays in the United States and India. On public holidays or off days we monitor for any Urgent issues only.
List of Public Holidays in United States
List of Public Holidays in India
All reported tickets are categorized in either of the following four categories. Based on its category, the team then addresses issues as per resolution and response targets. Respective service level targets are then followed.
Note that while customers can suggest a priority for the issue/s raised, the final category is decided by CustomerSuccessBox support agent or manager.
All issues are to be reported by any of the following support channels.