Service Level Agreement (SLA)

Last Updated: August 19, 2022

This Userfront Service Level Agreement (this “SLA”) is a policy governing the use of Userfront and applies separately to each account using Userfront. In the event of a conflict between the terms of this SLA and the terms of the Userfront Customer Agreement or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

SLA

Userfront will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.99% during any monthly billing cycle. In the event Userfront does not meet the SLA, you will be eligible to receive a Service Credit as described below.

Monthly Uptime PercentageService Credit Percentage
Less than 99.99% but equal to or greater than 99.0%10%
Less than 99.0% but equal to or greater than 95.0%30%
Less than 95.0%100%

SLA Credits

Service Credits are calculated as a percentage of the monthly bill (excluding one-time payments such as upfront payments) for the Userfront workspace that did not meet the SLA.

We will apply any Service Credits only against future payments for Userfront otherwise due from you. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Unavailability occurred. Service Credits will not entitle you to any refund or other payment from Userfront. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other workspace.

Credit Request and Payment Procedures

To receive a Service Credit, you must submit a claim by contacting our Help & Support center. Your credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include the information specified below for the SLA.

SLA requests must include:

  1. the words “Userfront SLA Credit Request” in the subject line;
  2. the dates, times, and affected workspace of each Unavailability incident that you are claiming;
  3. the IDs for your workspace; and
  4. your request logs that document the errors and corroborate your claimed outage**.

** Please replace any confidential or sensitive information with asterisks.

If a claim under the SLA is confirmed by us as valid, we will issue you a Service Credit within one billing cycle following the month in which your request is confirmed by us.

Your failure to provide the requested and other information as required above will disqualify you from receiving a Service Credit. Unless otherwise provided in the Agreement, this SLA sets forth your sole and exclusive remedies, and Userfront's sole and exclusive obligations, for any unavailability, non-performance, or other failure by us to provide Userfront.

Userfront SLA Exclusions

The SLA does not apply to any unavailability, suspension or termination of Userfront, or any other Userfront performance issues, directly or indirectly: (i) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Userfront; (ii) that result from any actions or inactions of you, including failure to acknowledge or respond to resource health concerns; (iii) that result from your equipment, software or other technology; or (iv) arising from our suspension or termination of your right to use the applicable Userfront workspace in accordance with the Agreement (collectively, the “Userfront SLA Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

SLA Definitions

  • “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which Userfront was in the state of Unavailability.
  • A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible workspace.
  • “Unavailable” and “Unavailability” mean that the API endpoints associated with your Userfront workspace have no external connectivity.