Legals

SLA

Last Updated:

October 1, 2021

Tahora Service Level Agreement


We provide two types of support:

User: Any user can email support@tahora.com or send a request from within the app and a member of the team will aim to respond within 24 hours.

Company: Company support (Enterprise Level) is provided by your designated account managers. Company admin support requests receive priority support. 


We aim to respond to low priority company support requests within 24 hours, medium within 6 and urgent within the hour.


Tahora provides a 99% uptime commitment for customers on the Enterprise subscription. If we fall short of our 99% uptime commitment and your environment is affected, we’ll apply a service credit to your account for future use.


SLA breakdown


Downtime is the overall number of minutes Tahora was unavailable during a Tahora fiscal quarter (i.e. 1 February to 30 April and every three-month period thereafter). Tahora calculates unavailability using server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests and website tests.


Downtime excludes the following:

  • Slowness or other performance issues with individual features (link expansions, search, file uploads, etc.)
  • Issues that are related to external apps or third parties
  • Any products or features identified as pilot, alpha, beta or similar
  • External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
  • Scheduled downtime for maintenance


Uptime commitment is the percentage of total possible minutes Tahora was available during a fiscal quarter. Our commitment is to maintain at least 99% uptime:


[(total minutes in quarter - downtime) / total minutes in quarter] >99%


Scheduled downtime

Sometimes we need to perform maintenance to keep Tahora working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours’ advance notice.


Service credit

If we fall short of our uptime commitment, we’ll add credit to each affected account. Service credit is not a refund, cannot be exchanged into a cash amount, is capped at a maximum of 30 days of paid service, requires you to have paid any outstanding invoices and expires upon termination of your customer contract. Service credit is the sole and exclusive remedy for any failure by Tahora to meet its obligations under this SLA.


Note, downtime doesn’t affect everyone at the same time or in the same way. For example, some accounts may receive service credit during an outage in their region, while other accounts in other regions that have not been similarly affected will not.


Updates

As our business evolves, we may change our service level agreement. Customers can review the most current version of the service level agreement at any time by visiting this page.