ECA Service Level Agreement
We try to make these documents as simple as possible. Please send us an email if you have any questions at all.
The agreement summarized:
Event Calendar App agrees to be available 99.99% of the time. If we are not we will give you 5% of your subscription value back in the form of credit per hour we are down.
What it is
This agreement only applies to Event Calendar App customers who have purchased the ‘Business’ plan as listed on our pricing page. For all other customers, this SLA does not apply.
The ECA service level agreement defines the agreement between Event Calendar App and you the customer in relation to the level of service availability.
Event Calendar App will ensure that the service, including the admin dashboard and the widget, will be available 99.99% of the time excluding any excused downtime.
Excused downtime includes times when the service is not available for the following reasons:
1. Planned downtime
At any point, Event Calendar App may give you reasonable notice that we intend to make the service unavailable for a period of time. This will usually be for maintenance reasons.
2. Force majeure events
3. Emergency Maintenance
Any maintenance that we cannot give reasonable notice for. For example, emergency maintenance to protect the security of our systems.
4. Downtime due to your actions as customer
What we will do if that guarantee is not met
We will give you a 5% credit of your monthly subscription for every hour that our service is outside of its uptime guarantee. For example, if Event Calendar App is unavailable for 1 hour we will give you a 5% credit, for 2 hours 10%, for 3 hours 15% and so on. This is up to a maximum of 100% of your monthly subscription. For example if your monthly subscription is $200 per month, then the total maximum credit would be $200.
How to apply for credit
Please write to us at [email protected] to claim your credit. Credit applications must be within 30 days of the downtime. Downtime is based on our monitoring. Credit is not a refund, and can only be used again further service in the future.