Service Level Agreement
Last updated: May 2018
This Service Level Agreement (SLA) is a part of, and refers to, the Techinline License Agreement (LA) between You and Techinline for the Software Product provided by Techinline Ltd.
The period during which Your Techinline Account is licensed (based on the purchased subscription type).
A credit approved and given to You in the form of partially extending Your Service Period. One (1) Service Credit means one (1) day and will not result in a refund of any Customer fees due or previously paid. You agree to provide reasonable information as required by Techinline for proper diagnosis/repair and for proper calculation of any applicable Service Credits.
Service Credit does not apply as a result of: a) unavailability due to Scheduled Maintenance; b) periods of unavailability during which Your Techinline Account is not in good financial standing or You are in violation of our LA; c) circumstances beyond our control, including, without limitation, acts of any governmental body, war, embargo, fire, flood, extended unavailability of Public Utility Service or unavailability or delay in telecommunications, or Internet Service Providers; d) Your misuse of the Software Product.
2. Service level commitment on the Hosted Service
Techinline is committed to providing a reliable, high-quality network to support its network services (Hosted Service). We endeavour to ensure that the Hosted Service is available at least 99.95% during the calendar year. In the event that Hosted Service availability falls below 99.95% for the given calendar year, You are entitled to initiate a Service Credit Claim Process, and if approved, we will credit Your Hosted Service account with 30 Service Credit(s).
3. Scheduled maintenance
Scheduled Maintenance shall mean any maintenance performed by us. We will periodically conduct Scheduled Maintenance without any prior notice. We agree to make reasonable attempts to perform Scheduled Maintenance during historically low-use hours based on average use by our Customers. We reserve the right to occasionally perform Emergency Maintenance.
4. Standard support services provided by Techinline
The Techinline team is available to assist You with sales inquiries, technical issues, or other questions. Please feel free to contact us via live chat, email, or phone.
Replies to all received email tickets are guaranteed within 24 hours.
We do not provide support for matters other than Techinline software, e.g. server maintenance, operating systems, HTML & CSS consultation, and general computer errors. While our expert tech support team always does its best to assist You and sometimes helps with issues unrelated to Techinline, please understand that such issues are beyond the scope of our support and we are unable to guarantee an accurate solution for such issues.
5. Reporting an outage or failed service
You agree to notify us immediately if You suspect the Hosted Service is unavailable or if You notice any other outage, failed service, or technical error.
Technical issues can be addressed by email. After receiving your report and corresponding description of the error, the issue will be considered as opened and you will receive a written confirmation from our support team.
Depending on the nature of the issue and for the successful diagnosis and / or resolution of the issue it might be necessary for You to provide us with some additional information, or for us to arrange a remote desktop troubleshooting session with You.
7. Service credit claim process
In order to initiate a claim for Service Credit, You must contact Techinline within three (3) business days after the end time of the claimed outage or failed service for which credit is requested. The Service Credit request must provide: (a) Your Techinline Account's username and contact information; (b) the date and beginning/end time of the claimed outage or failed service; and (c) a brief description of the characteristics of the claimed outage or failed service.
You will be notified via e-mail upon resolution of the request. If rejected, the notification will specify the basis for rejection. If approved, Techinline will issue Service Credit to Your Techinline Account. Multiple Service Credits will not be given for the same period of time, i.e. failure to meet multiple criteria during a period of time generates only a single Service Credit. The total number of all Service Credits for all failures occurring in a given Service Period may not exceed thirty (30) days. Service Credits may not be received in the form of a refund.
8. Acceptable use policy
If the Techinline Account is used for illegal purposes or any operation that might be harmful to Techinline, we reserve the right to terminate Your service without notice. We prefer to advise customers of inappropriate behavior and any necessary corrective action, however, flagrant violations of the Acceptable Use Policy will result in immediate termination of service. Our failure to enforce this policy, for whatever reason, shall not be construed as a waiver of our right to do so at any time.
We reserve the right to change or supplement this SLA at any time. Any changes will be posted to this website along with the effective date. We urge you to monitor this website to be informed of any changes. In the event that the modifications materially alter your rights or obligations hereunder, we will make reasonable efforts to notify you of the change. Your continued use of our products and services after the revised SLA has become effective indicates that you have read, understood and agreed to the current version of this SLA.