SERVICE LEVEL AGREEMENT
Updated at 2021-11-15
This CraftMyPDF Service Level Agreement (“SLA”) governs the use of the CraftMyPDF Services under the terms of the CraftMyPDF Terms and Conditions (the “T&C”) between CraftMyPDF, (“CraftMyPDF”, “us” or “we”) and users of the CraftMyPDF Services (“you” or “Customer”).
This SLA applies separately to each account using the CraftMyPDF Services. Unless otherwise provided herein, this SLA is subject to the terms of the T&C, and capitalized terms will have the meaning specified in the T&C. CraftMyPDF reserves the right to change the terms of this SLA in accordance with the T&C.
1. SERVICE COMMITMENT
CraftMyPDF will use commercially reasonable efforts to make the CraftMyPDF Services available 99.9% of the time. In the event Customer experiences that CraftMyPDF will not meet the 99.9% Services availability in a given calendar month (“Monthly Uptime Percentage”), you will be eligible to receive a Service Credit as described below.
The following capitalized terms shall be given the meaning set forth below:
2.1 “CraftMyPDF Services” is the combination of all single products and services (as defined in 2.2) CraftMyPDF possibly offers to the Customer.
• CraftMyPDF API REST
• CraftMyPDF Dashboard
2.3 “Unavailable Time” means one or more of the CraftMyPDF Services are not available for use according to third-party performance and monitoring services contracted by CraftMyPDF at its sole discretion (the “Monitoring Service”). The Monitoring Service reports of availability are currently available at here; provided that service issues or outages relating to any Exclusions (defined below) shall not be deemed as Unavailable Time. Unavailable Time is calculated per Single Service as defined in 2.2 and not a combined total or average.
2.4 “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of continuous 5 minute periods during the Service Month in which a CraftMyPDF Single Service was in a state of “Unavailable Time” as identified by Monitoring Service.
2.5 “Service Credit” is a credit that CraftMyPDF, at its sole discretion and after confirming the nature and accuracy of the Unavailable Time, may credit back to an eligible Customer account, calculated as set forth below:
2.5.1 For a calendar month where the Monthly Uptime Percentage of a CraftMyPDF Single Service does not meet the Monthly Uptime Percentage, CraftMyPDF will credit Customer’s account a percentage of that month’s billings specific to Service not meeting the Monthly Uptime Percentage, as defined by this table:
|MONTHLY UPTIME PERCENTAGE||SERVICE CREDIT|
2.5.2 Service Credit shall be issued to Customer’s CraftMyPDF balance for future use of the Single Service only. No refunds or cash value will be provided. Service Credits may not be transferred or applied to any other account or Single Service.
3. SUPPORT RESPONSE TIMES
CraftMyPDF understands the importance of providing timely support to each Customer. When a Support case is created, a Support Representative will use commercially reasonable efforts to call or email the User.
The response times and resolution times are according to the priority of the case(s), shown in the following table:
|Response Time||2 Hours||4 Hours||12 Hours||24 Hours|
|Resolution Time||Up to 2 hour||Up to 24 Hours||Within 5 days**||Within 10 days**|
CraftMyPDF will use commercially reasonable efforts to rectify every issue in a timely fashion. Actual resolution time will depend on the severity of the case and the work required to resolve the case.
A resolution may consist of providing additional documentation, customer training on use cases, product fix, product workaround, or other solution determined by CraftMyPDF. In all cases, CraftMyPDF will provide status updates if the Support case cannot be resolved on the first response.
CraftMyPDF is deemed to have responded when it has replied to the Customer’s initial request. This may be in the form of an email or telephone call, to either provide a solution, an estimated resolution time or request further information.
4. CREDIT REQUEST AND PAYMENT PROCEDURES
To apply for a Service Credit, the Customer must submit a ticket via this form within 30 days of the month in which the Unavailable Time occurred.
The ticket must include
(i) “SLA Claim” as the subject of the ticket;
(ii) The dates and times of the Unavailable Time for which you are requesting credit; and
(iii) Any applicable information that documents the claimed outage.
Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit. Service Credits will be applied within 60 days after the Service Credit was requested.
5. SUBMITTING A SUPPORT CASE
Customer will submit a support case in the following manner:
Email [email protected] with the following information:
• Customer name and contact information
• A detailed explanation of the issue
• Template ID
• Reproducible steps, if possible
Notwithstanding anything to the contrary, no Unavailable Time shall be deemed to have occurred with respect to any unavailability, suspension or termination of the CraftMyPDF Services, or any other CraftMyPDF Services performance issues, that:
6.1 are caused by factors outside of CraftMyPDF reasonable control, including, without limitation, any Force Majeure event, carrier related problems or issues, or Internet access or related problems beyond the demarcation point of CraftMyPDF or its direct hosting subcontractors (i.e beyond the point in the network where CraftMyPDF maintains access and control over the CraftMyPDF Services);
6.2 result from any actions or inactions of Customer or any third party (other than CraftMyPDF direct hosting subcontractor);
6.3 result from Applications, equipment, software or other technology and/or third-party equipment, software or other technology (other than third party equipment within CraftMyPDF direct control); or
6.4 arise from CraftMyPDF’s suspension and termination of Customer’s right to use the CraftMyPDF Services in accordance with the T&C,
6.5 scheduled maintenance; or
6.6 problems or issues related to alpha, beta or not otherwise generally available CraftMyPDF features or products (collectively, the “Exclusions”).
7. SOLE REMEDY
Service Credits shall be your sole and exclusive remedy for any unavailability or non-performance of the CraftMyPDF Services or other failure by us to provide the CraftMyPDF Services.