Service Level Agreement
This Service Level Agreement ("SLA") is part of your agreement with LinkShield for the use of our services and outlines our commitments regarding service availability and support.
1. Definitions
- "Service" means the LinkShield platform and related services provided to you under the agreement.
- "Uptime" means the percentage of total time during which the Service is available and operational.
- "Downtime" means the total minutes during which the Service is unavailable during a calendar month.
- "Scheduled Maintenance" means maintenance performed during the regular maintenance window, as described in this SLA.
- "Emergency Maintenance" means maintenance performed outside the regular maintenance window when necessary to address critical issues.
2. Service Commitment
LinkShield will use commercially reasonable efforts to make the Service available with an Uptime of at least:
- 99.9% for Enterprise plans
- 99.5% for Professional plans
- 99.0% for Basic plans
This commitment does not apply to Downtime caused by:
- Scheduled Maintenance or Emergency Maintenance
- Force majeure events
- Issues with your equipment, software, or connectivity
- Your misuse of the Service
- Suspension or termination of your right to use the Service in accordance with the agreement
3. Maintenance Windows
LinkShield performs regular maintenance to ensure optimal performance and reliability of the Service.
- Scheduled Maintenance: Typically performed between 12:00 AM and 4:00 AM Pacific Time on Sundays. We will provide at least 48 hours advance notice for scheduled maintenance that may impact service availability.
- Emergency Maintenance: May be performed at any time, with as much advance notice as practicable under the circumstances.
4. Service Credits
If we fail to meet the Uptime commitment in a calendar month, you may be eligible for service credits as follows:
| Monthly Uptime | Service Credit (% of monthly fee) |
|---|---|
| Less than committed Uptime but ≥ 99.0% | 10% |
| Less than 99.0% but ≥ 98.0% | 25% |
| Less than 98.0% | 50% |
5. Credit Request Process
To receive a service credit, you must submit a request within 30 days after the end of the month in which we failed to meet the Uptime commitment. Your request must include:
- The words "SLA Credit Request" in the subject line
- The dates and times of the Downtime
- Your account information
- Logs or other documentation that confirm the Downtime
Send credit requests to: support@linkshield.com
6. Support Response Times
LinkShield provides technical support with the following target response times:
| Severity Level | Enterprise | Professional | Basic |
|---|---|---|---|
| Critical (Service unavailable) | 1 hour | 2 hours | 4 hours |
| High (Service severely impaired) | 4 hours | 8 hours | 1 business day |
| Medium (Service partially impaired) | 8 hours | 1 business day | 2 business days |
| Low (General questions) | 1 business day | 2 business days | 3 business days |
7. Changes to this SLA
We may update this SLA from time to time. We will notify you of any material changes by posting the new SLA on our website or by sending you an email.
8. Contact Information
For questions about this SLA, please contact:
- Email: support@linkshield.com
- Phone: +1 (555) 123-4567 (Enterprise customers only)