Service Level Agreement (SLA)
Effective Date: 29th July 2024
Introduction
This Service Level Agreement ("SLA") outlines the level of service expected from Relaybox Ltd ("Service Provider" or "we") in the delivery of our real-time platform services utilizing WebSockets. This SLA is made available to all customers ("Customer" or "you") using our services.
Service Description
Relaybox Ltd provides a real-time platform service using WebSockets, including infrastructure and software packages, to support the needs of our customers.
Service Availability
Uptime Guarantee
- Relaybox Ltd commits to providing 99.9% uptime for the Services per calendar month, excluding scheduled maintenance and any downtime caused by circumstances beyond our reasonable control (such as force majeure events).
Scheduled Maintenance
- Scheduled maintenance will be performed during non-peak hours and will be communicated to customers at least 48 hours in advance. During scheduled maintenance, the Services may be temporarily unavailable.
Performance Metrics
Response Time
- Support Requests: The response time for support requests from Relaybox Ltd varies based on the subscription package chosen. Standard response time is within 24 hours during business days (Monday to Friday, 8 AM to 6 PM GMT). Premium support packages may offer faster response times.
Resolution Time
- Relaybox Ltd will work to resolve incidents as quickly as possible, with the goal of resolving critical issues within 4 business hours and non-critical issues within 24 business hours.
Support Services
Contacting Support
Customers can contact our support team via Slack or email at support@relaybox.net. Additionally, support is available via our Discord channel.
Support Hours
- Standard support services are available Monday to Friday, 8 AM to 6 PM GMT, excluding public holidays.
Customer Responsibilities
- Accurate Information: Provide accurate and complete information to help us understand and resolve any issues.
- Timely Responses: Respond to our requests for additional information or clarification in a timely manner.
- Compliance: Ensure that use of the Services complies with our terms of service and acceptable use policy.
Remedies for Service Failures
- If Relaybox Ltd fails to meet the uptime guarantee or resolution times specified in this SLA, customers may be eligible for service credits. Service credits are calculated as a percentage of the monthly service fee, based on the amount of downtime or delay.
Service Credits
- Uptime Guarantee: If uptime falls below 99.9% in any calendar month, customers are eligible for a service credit equal to 5% of the monthly fee for each hour of downtime beyond the SLA commitment.
- Resolution Time: For critical issues not resolved within 4 business hours, customers are eligible for a service credit equal to 5% of the monthly fee for each additional business hour beyond the SLA commitment.
Limitations and Exclusions
- This SLA does not apply to any performance issues caused by:
- Factors outside of Relaybox Ltd's reasonable control, such as force majeure events.
- Customer’s equipment, software, or other technology.
- Acts or omissions of the Customer or third parties.
- Scheduled maintenance periods.
Changes to This SLA
- Relaybox Ltd reserves the right to modify this SLA at any time. Any changes will be communicated to customers and posted on our website. Continued use of the Services after any changes constitutes acceptance of the new terms.
Contact Information
If you have any questions about this SLA, please contact us at:
- Email: admin@relaybox.net
- Address: Relaybox Ltd, 4D Madeley Road, London, W5 2LH
By using our Services, you acknowledge that you have read, understood, and agree to be bound by the terms and conditions of this Service Level Agreement.
