Effective date: February 02, 2021
TaskCall's Service Level Agreement (SLA) applies to the usage of TaskCall’s services and is governed by the TaskCall Terms of Service. The SLA applies separately to each account using TaskCall. It does not apply to the Free and Starter plans. Except where we specifically state something different in this SLA, this SLA is subject to the terms of the Terms of Service. TaskCall reserves the right to change the terms of this SLA in accordance with the Terms of Service.
This Service Level Agreement (SLA) sets forth customer’s sole and exclusive remedy for any failure of service availability or non-performance or failure to contact the designated personnel.
- Recipient(s) means the individuals allowed to use TaskCall Services and designated by the Customer to receive notifications from it.
- Contact Information means the names, email addresses, and telephone numbers of Recipients.
- Delivery Service refers to a third-party service provider that is utilized to transmit notifications to a Recipient. Examples of Delivery Service providers include telephone services (e.g. Vodafone and T-Mobile), push notification providers (e.g. Expo, Google, and Apple), SMS providers, and email providers.
- First Responder Alert means the notification to the Recipient assigned to review an initial alert for a new Incident, provided that such notification must have been designated as at least High Urgency in TaskCall and configured by the Customer for delivery.
- Incident refers to an event that triggers TaskCall Services to notify a Recipient via the Contact Information provided. To enable TaskCall to identify and respond to Incidents, the Customer must configure the Service and provide Contact Information in accordance with the Documentation.
2. Service Commitment
- TaskCall will use commercially reasonable efforts to meet the following service level commitments for the stated functions:
- Notification Delivery SLA: Once an Incident is triggered, TaskCall will deliver the First Responder Alert within the Notification Delivery Period for 99.9% of the notifications sent by TaskCall for the Customer during any calendar month. The “Notification Delivery Period” is five (5) minutes. The Notification Delivery Period starts when TaskCall receives the trigger event notification and ends when TaskCall's internal logs indicate that TaskCall has sent the First Responder Alert to the designated Delivery Service(s), minus any delay time configured by the Customer. The Notification Delivery SLA only applies to those TaskCall services that are required to deliver First Responder Alerts.
- Web Application SLA: Functionality to acknowledge and resolve incidents through TaskCall’s web application will be available 99.9% of the time during any calendar month.
- TaskCall is not responsible for failures caused by factors not in TaskCall’s control including but not limited to failures caused by:
- Problems resulting form outside TaskCall including:
- Customer’s own telecommunications, Delivery Service or internet service providers, email domain server availability or mobile push notification providers.
- A Force Majeure Event. “Force Majeure Event” means (i) compliance with any act, order, demand or request of any government, governmental authority, or government agency; (ii) labor disputes, work stoppages or slowdowns of any kind; (iii) fires or hurricane, earthquake, flood and other natural disasters or fires; (iv) war, rebellion, act of terrorism, or civil disorder; (v) systemic internet issues or any other act or omission of any telecommunication or services provider; (vi) any other cause beyond TaskCall’s reasonable control.
- Intentional or accidental filtering of network traffic by national governments, carriers or regulatory bodies.
- Issues that arise from TaskCall’s suspension or termination of Customer’s right to use the Service as allowed or required by the Terms of Service, Acceptable Use Policy, government or court orders, or other agreements.
3. Customer Responsibilities
To ensure TaskCall can fulfill its obligations in this SLA, the Customer must fulfill certain responsibilities. These include i) correctly configuring and utilizing their TaskCall account according to the Documentation, ii) following proper procedures when communicating Incidents to TaskCall, and iii) maintaining and updating all Contact Information. The extent to which TaskCall can meet its obligations under this SLA is contingent on the Customer fulfilling these responsibilities.
4. Service Credits
In the event that TaskCall does not meet the SLA outlined in this agreement, the Customer may be entitled to a service credit. This credit will be applied to future fees owed to TaskCall and will be calculated as ten percent (10%) of the fees paid or attributed to the month in which the alleged breach of SLA occurred.
Service credits are subjected to the following:
- Customer must submit a written Service Credit request to TaskCall via firstname.lastname@example.org within fifteen (15) days of occurrence of the alleged SLA breach. Customer must include reasonable evidence that they were affected by the alleged SLA breach.
- Service Credits are not cumulative, that is, there shall only be a single Service Credits given for all Delivery Failures with a single cause.
- The maximum amount of Service Credits that can be obtained in the event of an alleged SLA breach is limited to thirty percent (30%) of the total fees paid or attributed to the calendar month in which the breach occurred.
- Customers who have outstanding payments owed to TaskCall are not eligible to receive Service Credits.
- Service Credits cannot be exchanged for cash or refund or any other payment from TaskCall.