This SLA applies only to Enterprise-level accounts.
RELAYTO will use commercially reasonable efforts to maximize the availability of its services, and provides performance guarantees as detailed below.
| Availability during a contracted month | Compensation (% of monthly fee) |
| <99.9% | 10% |
| <99% | 20% |
| <95% | 30% |
1.1. Availability
RELAYTO guarantees 99.9% availability of RELAYTO systems utilized to provide services during any calendar month. If RELAYTO fails to meet its availability guarantee, RELAYTO will credit client's account with an amount according to the table below:
1.2. Support Availability
RELAYTO provides a ticket system that can accept new tickets via e-mail or web support system. This system is available at all times to the client to open new tickets or update existing tickets. All tickets submitted will be acknowledged and provided a unique tracking identifier.
1.3. Support Engagement
RELAYTO engineers will engage the client within one (1) hour upon ticket acknowledgement for urgent Issues. Initial and ongoing contact is to be made via e-mail, unless other mutually-agreeable arrangements are made.
1.4. Client Credit Request
Client must log a support ticket with the RELAYTO technical support help desk within 24 hours of first becoming aware of an event that has impacted service availability. Client must reasonably assist RELAYTO with any problem diagnosis and resolution.
A support ticket claim for failure to meet an SLA support ticket claim for failure to meet an SLA must be submitted within three business days after the end of the contracted month. Compensation for a valid SLA claim will be a credit against a future invoice for the service based on the duration of time during which production system processing for the service is not available (“Downtime”).
1.5. Limitation on Remedies
Downtime is measured from the time client reports the event until the time the service is restored and does not include time related to a scheduled or announced maintenance outage; causes beyond RELAYTO’s control; problems with client or third party content or technology, designs or instructions; unsupported system configurations and platforms or other client errors; or client-caused security incident or client security testing. RELAYTO will apply the highest applicable compensation based on the cumulative availability of the service during each contracted month, as shown in the table above. The total compensation with respect to any contracted month cannot exceed 30 percent of one twelfth (1/12th) of the annual charge for the service.