Service Level Agreement
Contents at a glance
Support
Company live technical support business hours are 9:00 - 5:00 PT/MT/CT/ET on weekdays. Technical support can be contacted via email at support@trysparrow.com or via shared channels in the customer communication platform and will respond within two (2) business days.
Live technical support will not be available on Christmas Day (December 25) and New Year’s Day (January 1). Limited technical support will be available during the hours listed above during Company holidays. The current Company holidays are set forth below:
- New Year’s Day
- Martin Luther King Day
- President’s Day
- Memorial Day
- Juneteenth
- Independence Day
- Labor Day
- Columbus Day
- Veterans Day
- Thanksgiving Day
- Christmas Eve
- Christmas Day
Availability
The Services will be Available 99.9% of the time, measuredly on a calendar monthly basis (Availability Commitment). “Availability” means that Customers can access the administrator and employee dashboard on the Services. Company will provide customers with reports on Availability upon request. Availability measures will not include downtime resulting from:
Upgrades: Customer will receive prior notice by email of Company’s upgrade windows, which will be scheduled between 5pm and midnight Pacific Time to the extent feasible. Downtime due to upgrades will not exceed 2 hours per month.
Pre-scheduled maintenance periods: Customer will receive at least 24 hours prior notification by email of pre-scheduled maintenance periods. Maintenance shall be scheduled between 5pm and midnight Pacific Time. Downtime due to pre-scheduled maintenance will not exceed 2 hours per month.
Emergency maintenance periods: Customer will receive prior notification by email on a commercially reasonable efforts basis. These maintenance periods will involve applying critical security patches and other emergency repairs to the Company infrastructure.
The Availability Commitment does not apply to any downtime of Services that results from:
- Account suspension or termination due to Customer’s breach of the Agreement;
- Disengagement of functionality of Services due to Customer’s request;
- Force Majeure Events; or
- Customer’s or its service provider’s (e.g., ServiceNow, Slack, Skype, Microsoft Bot Framework, Okta, etc.) equipment, software or other technology.
Credit
If Company fails to achieve the above Availability for Services, Customer may claim a credit based on a monthly pro-rated amount of the annual subscription fee, as provided below.
| AVAILABILITY PER MONTH | CREDIT |
|---|---|
| 99.5% - 100.0% | 0% |
| 97.0% - 99.49% | 4% |
| 94.0% - 96.99% | 6% |
| 92.0% - 93.99% | 10% |
| Below 92.0% | 50% |
Customer will not be entitled to a credit if it is in breach of its Agreement with Company, including payment obligations. To receive a credit, a Customer must file a claim for such credit within five (5) days following the end of the month in which the Availability Commitment was not met by contacting Company at sla@trysparrow.com with a complete description of the downtime, how Customer was adversely affected, and for how long.
The credit remedy set forth in this Service Level Agreement is Customer’s sole and exclusive remedy for the unavailability of the Services.