Service Level Agreement
Last Updated: January 26, 2021
During the term of your Time Doctor license (the "Agreement"), the Time Doctor software and services (the "System") will be operational and available to Customer at least 99.0% of the time in any calendar month (the "Time Doctor SLA").
If Time Doctor does not meet the Time Doctor SLA, and if the Customer meets its obligations under this Time Doctor SLA, the Customer will be eligible to receive Service Credits. This Time Doctor SLA states the Customer's sole and exclusive remedy for any failure by Time Doctor to meet the Time Doctor SLA.
The following definitions shall apply to the Time Doctor SLA:
- "Downtime" means when there is more than a five percent user error rate across all of a Customer’s Users. Downtime is measured based on server-side error rate
- "Service" means the Time Doctor's software
- "Service Credit" means the number of days of Service to be added to the end of the Service term, at no charge to Customer
Customer Must Request Service Credit
In order to receive any of the Service Credits, Customer must notify Time Doctor within thirty (30) days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit.
Maximum Service Credit
The aggregate maximum number of Service Credits to be issued by Time Doctor to Customer for all Downtime that occurs in a single calendar month shall not exceed 15 days of Service (or the value of 15 days of Service in the form of a monetary credit to a monthly-billing Customer’s account). Service Credits may not be exchanged for, or converted to, monetary amounts.
Time Doctor SLA Exclusions
The Time Doctor SLA does not apply to any services that expressly exclude this Time Doctor SLA (as stated in the documentation for such services) or any performance issues: (i) caused by "Force Majeure" or (ii) that resulted from one or more of Customer’s equipment or third party equipment not within the primary control of Time Doctor.
Time Doctor reserves the right to modify this Service Level Agreement at any time by updating the terms on this site.