{"id":17115,"date":"2018-10-19T17:35:43","date_gmt":"2018-10-19T17:35:43","guid":{"rendered":"https:\/\/tapgoodslegacy.wpenginepowered.com\/?page_id=17115"},"modified":"2024-11-20T21:27:04","modified_gmt":"2024-11-21T03:27:04","slug":"service-level-agreement","status":"publish","type":"page","link":"https:\/\/www.tapgoods.com\/pro\/v1\/service-level-agreement\/","title":{"rendered":"Service Level Agreement"},"content":{"rendered":"

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Service
\nLevel
\nAgreement<\/h1>\n

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<\/div>[vc_column_text el_class=”tg-white”]<\/p>\n
LAST UPDATED: OCTOBER 19, 2018<\/em><\/h6>\n

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Introduction<\/h3>\n

[\/vc_column_text][\/vc_column][vc_column width=”2\/3″][vc_column_text]This document is subject to and forms a part of our Terms & Conditions<\/a> and outlines the uptime commitments for our Software Service. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row padding_top_multiplier=”3x” padding_bottom_multiplier=””][vc_column width=”1\/3″ heading_color=”primary-1″][vc_column_text]<\/p>\n

1. Uptime Commitment<\/h3>\n

[\/vc_column_text][\/vc_column][vc_column width=”2\/3″][vc_column_text]We will make the Software Service available to you on a twenty-four hour, seven days a week (24×7) basis at a rate of <\/span>99%<\/span> (\u201cUptime Requirement\u201d).<\/span><\/p>\n

The Uptime Requirement will commence on the date you first access the Software Service with a paid subscription (\u201cCommencement Date\u201d).<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row padding_top_multiplier=”3x” padding_bottom_multiplier=””][vc_column width=”1\/3″ heading_color=”primary-1″][vc_column_text]<\/p>\n

2. Measurement Method<\/h3>\n

[\/vc_column_text][\/vc_column][vc_column width=”2\/3″][vc_column_text]The Uptime Requirement will be measured over each consecutive twelve (12) month period ending on the anniversary of the Commencement Date (each, a \u201cMeasurement Period\u201d). The Uptime Metric percentage will be calculated based on a fraction as follows:<\/span><\/p>\n

(Total \u2013 Nonexcluded \u2013 Excluded) \/ (Total \u2013 Excluded)<\/strong><\/em><\/p>\n

Where:<\/span><\/p>\n

Total<\/strong> <\/em>means the total number of minutes in the Measurement Period<\/span><\/p>\n

Nonexcluded <\/strong><\/em>means downtime during Measurement Period that\u2019s not excluded<\/span><\/p>\n

Excluded <\/strong><\/em>means downtime or performance issues caused by any of the following:<\/span><\/p>\n