Service Level Agreement

1.Overview

• Our Service Level Agreement (SLA) for customers on our Enterprise plan guarantees a 99.9% monthly uptime
• We’ve designed our SLA to be clear and simple based directly on the information we make publicly available
• If we fall short of our 99.9% uptime guarantee, we’ll refund customers on our Enterprise plan based on the SLA service credits table in this SLA.

2. Definitions

The following definitions apply to this SLA:

"Downtime" means the time in which any service listed above is not capable of being accessed or used by the Customer, as monitored by FileInvite. It is based on two factors: the number of minutes FileInvite was unavailable, and the percentage of customers that were affected. If FileInvite is down, we use server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests to determine Monthly Uptime.

“Monthly Uptime” means the total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.

“Exclusions from Downtime” Some scenarios don’t count towards downtime. The following are not counted as Downtime for the purpose of calculating Monthly Uptime:

• Slowness with certain features (pdf generation, search, etc.)
• Issues affecting only your FileInvite account that are related to external apps or third parties
• Delays with uploading, or processing images and files
• External network problems outside of our control, such as bad routing tables between your internet service provider (ISP) and our server
• "Scheduled Downtime" for maintenance

3.Scheduled Downtime

Sometimes we need to perform maintenance to keep FileInvite working smoothly and release new features. If scheduled downtime is necessary, we’ll give you 48 hours advance notice.

4. SLA Service Credits

If we fall short of our 99.9% uptime guarantee, we’ll refund you based on the following basis in the form of “Service Credits”. When you reach your renewal date, or if you add new users or services, we’ll first draw from your credit balance before charging you.

MONTHLY UPTIME PERCENTAGE SERVICE CREDIT

"Service credits" can’t be exchanged for cash and are capped at a maximum of 30 days of paid service.

5. Claim Procedure

To receive a service credit for a particular calendar month, simply submit a claim by contacting us here within 30 days of the end of the month during which the Service did not meet the SLA, and include the following information:

• Your account name and user ID;
• Your contact name, email address, and telephone number
• Information supporting the Downtime claim, including date, time, and a description of the incident and affected service, all of which must fall within the calendar month for which you are submitting a claim.

6. Performance Issues

Our SLA excludes the following performance issues:

• Issues caused by factors outside of our reasonable control
• Issues that resulted from any actions or inaction by you or a third-party
• Issues that resulted from your equipment and/or third-party equipment (not within the primary control of FileInvite)
• Issues that arise from our suspension or termination of your right to use FileInvite in accordance with our Terms of Service.  

7. Calculation Note

"Downtime" doesn’t affect everyone at the same time or in the same way: FileInvite could be experiencing an outage, but your account is unaffected, and vice versa. This means that the Monthly Uptime calculated may not match your exact experience: when only a small minority of accounts are affected, the downtime will average to a lower number. On the other hand, it also means you may be eligible to receive credits for significant outages even if your FileInvite account felt no impact.