Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement ("SLA") outlines the performance guarantees, uptime commitments, and support response times provided by AriseCX to our customers. This SLA applies to all active subscriptions and service agreements.

2. Service Availability & Uptime

We are committed to providing reliable services. Our target uptime is 99.9% for all hosted systems and integrations during any given calendar month.

• Uptime Guarantee: AriseCX guarantees a 99.9% monthly uptime percentage.
• Scheduled Maintenance: We will notify you at least 48 hours in advance of any scheduled maintenance that may impact service availability. Maintenance windows are typically scheduled during low-traffic periods.
• Exclusions: Downtime caused by factors outside of our reasonable control, such as force majeure events, internet service provider failures, or third-party platform outages (e.g., Zendesk, Salesforce), are excluded from the uptime calculation.

3. Support Response Times

We prioritize support requests based on their severity. Our target initial response times are as follows:

• Urgent (System Outage): Response within 1 hour, 24/7.
• High (Core Functionality Impaired): Response within 4 hours during business hours.
• Normal (General Inquiries/Minor Issues): Response within 24 hours during business hours.
• Low (Feature Requests/Questions): Response within 48 hours during business hours.

Business hours are defined as Monday through Friday, 9:00 AM to 5:00 PM EST, excluding public holidays.

4. SLA Credits

If we fail to meet our uptime guarantee in a given month, you may be eligible for SLA credits:

• 99.0% - 99.89% Uptime: 10% credit of the monthly fee.
• 95.0% - 98.99% Uptime: 25% credit of the monthly fee.
• Less than 95.0% Uptime: 50% credit of the monthly fee.

To request a credit, you must contact us within 30 days of the end of the month in which the downtime occurred. SLA credits have no cash value and can only be applied to future invoices.

5. Resolution and Escalation

Our team works diligently to resolve issues as quickly as possible. If an issue is not resolved within the expected timeframe, it will be escalated to our engineering and management teams for priority review.

6. Contact Us

If you have any questions regarding this SLA or need to report an issue, please reach out to us via our Contact Page or email us at hello@arisecx.com.

Frequently Asked Questions