Service Level Agreement

Last updated July 22, 2020

The Service Level Agreement below (“SLA”) supplements and amends the Terms of Service (“ToS”), available at http://18.158.108.108/terms-of-service. If there is any conflict between the SLA and the Terms of Service, the applicable terms in the SLA will prevail. Capitalized expressions not defined in the SLA have the meaning set out in the Terms of Service.

General

WeSolve provides certain guarantees for the availability of the WeSolve Service. This SLA describes the levels of Service availability and the support that the Customer can expect to receive from WeSolve for the duration of the Customer Agreement.

Definitions

“Unavailable” and “Unavailability” and “Unavailabilities” means when the Subdomain of a Customer is not reachable on an up-to-date version of a desktop or mobile Firefox, Edge, Internet Explorer or Chrome web browser due to Our fault.

“Monthly Uptime Percentage” means the calculation arrived at by subtracting from 100% the percentage of minutes during the month in which the WeSolve Web App Services were Unavailable. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusion (as defined below).

Uptime Service Commitment

Customers who subscribe to WeSolve Plans covered by this SLA (set forth below) will be entitled to Credits for any Unavailability that fails to meet the Monthly Uptime Percentage. The SLA does not provide any uptime service commitment guarantees for Customers that are not on a paid Subscription of WeSolve.

“Outage” means the actual number of minutes the WeSolve Web App Service is Unavailable. “Subscription Price” is the monthly Subscription fee for for the Customer on a given plan.  

Exclusions

WeSolve is not responsible for failures caused by factors not in WeSolve’s control including but not limited to failures caused by:

  1. Problems beyond or outside of the WeSolve Service including: Customer’s own telecommunications, Delivery Service or internet service providers, email domain server availability or mobile push notification providers; Force Majeure Event; or intentional or accidental filtering of network traffic by national governments, carriers or regulatory bodies.  “Force Majeure Event” means:
  1. compliance with any act, order, demand or request of any government, governmental authority, or government agency;
  2. labor disputes, work stoppages or slowdowns of any kind;
  3. fires or hurricane, earthquake, flood and other natural disasters or fires;
  4. war, rebellion, act of terrorism, or civil disorder;
  5. systemic internet issues or any other act or omission of any telecommunication or services provider;
  6. any other cause beyond WeSolve’s reasonable control.
  1. Issues that arise from WeSolve’s suspension or termination of Customer’s right to use the Service as allowed or required by the TOS, Acceptable Use Policy, government or court orders, or other agreements.
  2. Service degradation or suspension as a result of misuse under the Community Policy guidelines  is not considered as an Outage covered by this SLA.

Sole Remedy

Unless otherwise provided in the ToS, your sole and exclusive remedy for any Unavailability, non-performance, or other failure by us to provide the Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

Service Request Availability

In support of Services, WeSolve will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

  • 0-12 hours for issues classified as High priority.
  • Within 48 hours for issues classified as Medium priority.
  • Within 5 working days for issues classified as Low priority.
  • Remote assistance will be provided in line with the above timescales dependent on the priority of the support request.

Revision

WeSolve may revise this SLA upon thirty (30) days’ notice by sending an email to Customer. Customer can cancel their Subscription as outlined the Customer Agreement at any time.