We provide a 99.9% Uptime commitment for our Pro and Enterprise customers (our Service Level Agreement or SLA). If we fall short of our 99.9% Uptime commitment and your usage is affected, we’ll apply a Service Credit to your account for future use.
Downtime is the overall number of minutes Approve.com was unavailable during a fiscal month (e.g. February 1 to March 1).
Approve.com maintains a live report of operational uptime and issues on our status page. Anyone can subscribe to updates via email from the status page.
Downtime excludes the following:
- Slowness or other performance issues with individual features (link expansions, search, file uploads, etc.)
- Issues that are related to external apps or third parties
- Features identified as pilot, alpha, beta or similar
- External network or equipment problems outside of our reasonable control
- Scheduled Downtime for maintenance
Uptime is the percentage of total possible minutes Approve.com was available during a fiscal month. Our commitment is to maintain at least 99.9% Uptime:
[(total minutes in month – Downtime) / total minutes in month] > 99.9%
Sometimes we need to perform maintenance to keep Approve.com working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours advance notice.
Service Credits are issued as a financial reimbursement if we do not meet our SLA for a particular month of the ordered term. Upon approval of a claim we will provide the applicable remedy set forth below:
|Monthly Uptime Percentage||Service Credit|
|Less than 99.9% but >= 99.5%||10% of monthly fee|
|Less than 99.5% but >= 99.0%||30% of monthly fee|
|Less than 99.0%||50% of monthly fee|
Customer may file a claim at firstname.lastname@example.org, within 30 days of downtime incident, by using the phrase “SLA claim” in the subject line. Upon verification Approve.com will credit your account with Service Credits based on the above table.
We promise to respond to clients in a timely fashion.
The response time measures how long it takes us to respond to a support request raised via email, phone, or our support system, in order to either provide a solution or request further information.
Response times apply during standard working hours.
We promise to respond to general support requests within 24 hours during standard business hours.
In the case of a Critical (Business outage or significant customer impact that threatens future productivity), or Urgent (High-impact problem where production is proceeding, but in a significantly impaired fashion) – in such cases we will respond within 4 hours.
In all cases, we will make our best efforts to resolve problems as quickly as possible and provide frequent progress reports to the client.
We may modify these terms or any additional terms that apply to a Service to, for example, reflect changes to the law or changes to our Services. You should look at the terms regularly. We’ll post notice of modifications to these terms on this page. Changes will not apply retroactively and will become effective no sooner than fourteen days after they are posted. However, changes addressing new functions for a Service or changes made for legal reasons will be effective immediately.