This Service Level Agreement (“SLA”) applies to customers on eligible paid plans (as shown in the ClickTerm pricing plan or an order form). If an order form conflicts with this SLA, the order form controls.
ClickTerm will use commercially reasonable efforts to make the Service available 99.9% of the time in each calendar month (the “Availability Commitment”).
Monthly Availability % = (Total minutes in the month − Downtime minutes) ÷ Total minutes in the month × 100
Downtime means minutes when the production ClickTerm Service is unavailable to process API requests and/or load the core Admin Console for most users, as measured by ClickTerm’s monitoring.
Downtime does not include unavailability caused by:
planned maintenance (with advance notice where feasible);
emergency maintenance needed for security, stability, or legal compliance;
customer systems, customer code/configuration, or third-party services outside ClickTerm’s control (e.g., customer network, DNS, identity provider);
force majeure events; or
suspensions permitted under the Terms (e.g., non-payment, abuse, or security threats).
If ClickTerm does not meet the Availability Commitment in a given month, eligible customers may receive a service credit as the sole and exclusive remedy for SLA failure.
Credits are calculated as a percentage of the fees paid for the Service for that month (usage-based fees), excluding taxes and one-time charges, and are applied to future invoices (not cash refunds, unless required by mandatory law).
Monthly Availability % | Service Credit |
|---|---|
< 99.9% and ≥ 99.0% | 10% |
< 99.0% and ≥ 95.0% | 25% |
< 95.0% | 50% |
Maximum credit: 50% of that month’s fees.
To request a credit, email [email protected] within 30 days after the end of the month in which the downtime occurred, and include:
your organization name (and account ID, if available), and
the approximate dates/times of the downtime.
If we confirm the claim, we will apply the credit to a future invoice within a reasonable time.
We may update this SLA with prior notice. Changes apply prospectively from the effective date stated in the notice.