Service Level Agreement
Last updated March 26, 2021
1. Agreement Overview
1.1. Service Level Agreement
This is a Service Level Agreement (“SLA”) between you (“Customer”) and Pelcro. This agreement identifies and describes the services required and the expected level of services that customers of Pelcro will receive within their corresponding subscription to Pelcro’s software as a service (“SaaS”) offering(s). This SLA should be read alongside the terms of service, as well as the contract that customers have with Pelcro, as they may contain conditions which supplement or override this SLA.
This SLA is subject to review and renewal, at which point a new updated SLA will be available on this page.
The purpose of this SLA is to ensure that the proper elements and commitments are in place to specify the requirements of the services, support and delivery to the Customer(s) by Pelcro on the production environment as defined herein.
The goal of this Agreement is to obtain mutual agreement for service provision between the Pelcro and Customer(s).
The objectives of this Agreement are to:
Provide clear reference to service ownership, accountability, roles and/or responsibilities.
Present a clear, concise and measurable description of service provision to the customer.
Match perceptions of expected service provision with actual service support & delivery.
1.3. Contractual Parameters
This section specifies the contractual parameters of this agreement:
Modifications, and amendments of this SLA must be agreed by both signatory parties in writing.
2. Service Agreement
2.1. Target Availability
Pelcro will use commercially reasonable efforts to make each Service available with an uptime of 99.9% of each calendar month (“Target Availability”). The calculation of uptime will not include unavailability to the extent due to: (a) use of the Service by Customer in a manner not authorized in this Agreement or the applicable Documentation; (b) general Internet problems, force majeure events or other factors outside of Pelcro's reasonable control; (c) Customer's equipment, software, network connections or other infrastructure; (d) third party systems, acts or omissions; or (e) Scheduled Maintenance or reasonable emergency maintenance. You can view our availability here. Note that Pelcro implements an alerting system on all systems informing us if there is any outage in any of our services.
2.2. Planned Downtime
General maintenance may call for service downtime where the Services may be stopped. Pelcro will schedule and communicate any planned downtimes in advance, and will keep the planned downtime to a minimum. Pelcro will aim to schedule service upgrades outside of peak hours.
In rare situations, some critical activities will be affected by planned upgrades, and we will communicate this very clearly if that is the case. However, during an upgrade, the user interface may become unresponsive for a short period of time, which may affect anyone who is attempting to access or make changes to the system.
2.3. Status Information
You can view current status information and subscribe for status updates here.
2.4. Service Scope
The following Services are covered by this Agreement;
2.5. Responses and Responsibilities
Pelcro will inform customers regarding scheduled and unscheduled service outages due to maintenance, troubleshooting, disruptions or as otherwise necessary.
Customers shall provide all necessary information and assistance related to service performance that allows Pelcro to meet the metrics as outlined in this document.
Customers shall inform Pelcro regarding changing business requirements that may necessitate a review, modification, or amendment of the SLA.
Customers shall be reasonably available when resolving a service related incident or request.
All service level objectives are measured on the basis of a calendar month.
When you contact Pelcro support, you’ll get a response from one of our available customer support representatives. Pelcro offers support at multiple levels, enabling customers to quickly obtain answers related to product features and functions within the solution. You can easily submit a support case or obtain status of your open cases by contacting support at +1-888-566-5317 or firstname.lastname@example.org. Additionally you can also access the Pelcro Documentation for quick solutions to common issues.
Regular Office Hours Support
Monday to Friday 8 am - 4 pm EST
Standy-by Support *
Urgent or High Priority Tickets only - 5 am EST to 7 pm EST
Initial Response Time
Urgent: 1 hour
High: 3 hours
Normal: 1 day
Low: 3 days
Urgent: 4 hours
High: 12 hours
Service coverage by Pelcro as outlined in this agreement follows the schedule specified below:
(*) After Hours Support:
After Hours Support will be provided on-call upon the nearest availability.
Urgent Priority: Pelcro will commit to work outside of the Support Office Hours to provide customers with a reasonable workaround which resolves the issue. Once a reasonable workaround is provided, Pelcro may re-classify the issue as a lower Priority issue until a permanent resolution is provided within Office hours as soon as possible within the response time SLA.
High Priority: Pelcro will commit to work within Support Office Hours to provide customers with a reasonable workaround which resolves the issue. Once a reasonable workaround is provided, Pelcro may re-classify the issue as a lower Priority issue until a permanent resolution is provided within Office hours as soon as possible within the response time SLA.
Emails received outside of office hours will be monitored and collected, however no action can be guaranteed until the next working day.
Response time is the amount of time between when the customer opens a ticket and when the agent first responds (automated responses will not be considered a first response).
2.7. Priority Categorization
Outage of payment services
Down or irresponsive servers
Loss of data caused by service outage
Outage of non-payment related services
Workers downtime resulting in degradation to exporting features
Outage of any professional services implementations
Error in any beta released feature
Outage of a third party integration
Loss of access
Any request falling outside of the scope of other priorities