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Service Level Agreement (content of the SLA)
Service Level Agreement (content of the SLA)
Andy Kostenko avatar
Written by Andy Kostenko
Updated over a week ago

Note: Service Level Agreement is available in the Enterprise plan.

This Link API or Redirection Service Service Level Agreement (“SLA”) governs the use of the Link API or Redirection Service under the terms of the Link API or Redirection Service Terms of Service (the “TOS”) between Inc (“ Inc”, “us” or “we”) and users of the Link API or Redirection Service (“you” or “Customer”). This SLA applies separately to each account using the Link API or Redirection Service. Unless otherwise provided herein, this SLA is subject to the terms of the TOS and capitalized terms will have the meaning specified in the TOS. Link API or Redirection Service reserves the right to change the terms of this SLA in accordance with the TOS.

1. SERVICE COMMITMENT Inc will use commercially reasonable efforts to make the Link API or Redirection Service available 99.9% of the time. In the event Inc does not meet the goal of 99.9% API availability in a given calendar month (“Monthly Uptime Percentage”), you will be eligible to receive a Service Credit as described below.


The following capitalized terms shall be given the meaning set forth below:

2.1 “Unavailable Time” means the Link API or Redirection Service is not available for use according to third-party performance and monitoring services contracted by Inc at its sole discretion (the “Monitoring Service”). The Monitoring Service reports of availability are currently available at; provided that service issues or outages relating to any Exclusions (defined below) shall not be deemed as Unavailable Time.

2.2 “Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of continuous 1 minute periods during the Service Month in which the Link API or Redirection Service was in a state of “Unavailable Time” as identified by Monitoring Service.

2.3 A “Service Credit” is a dollar credit, calculated as set forth below, that Inc may credit back to an eligible Customer account.

2.4 “Severity level” shown in the tables below are defined as follows

  • Fatal: Complete degradation — all users and critical functions affected. Item or service completely unavailable.

  • Severe: Significant degradation — a large number of users or critical functions affected.

  • Medium: Limited degradation — limited number of users or functions affected. Business processes can continue.

  • Minor: Small degradation — few users or one user affected. Business processes can continue.


When the client raises a support issue with Inc, we promise to respond in a timely fashion. Response times are measured from the moment the client submits a support request via our online chat system or sends us an email. Response times apply during standard working hours (9am to 6pm Eastern European Time) only, unless the contract between the client and Inc specifically includes provisions for out of hours support.

Guaranteed response times depend on the priority of the item(s) affected and the severity of the issue.

Time to Respond:

  • Fatal: within 2 hours

  • Severe: within 8 hours

  • Medium: within 24 hours

  • Minor: within 3 days

However, Inc is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously. In all cases, Inc will make its best efforts to resolve problems as quickly as possible and we will do our best to fix issues within time defined Inc will always endeavour to resolve problems as swiftly as possible. It recognizes that the client’s computer systems are key to its business and that any downtime can cost money.


Time to Fix:

  • Fatal: ASAP or up to 1 day

  • Severe: up to 3 days

  • Medium: within 1 week


For a calendar month where the Uptime Monthly Percentage, as identified by Monitoring Service, Inc, at its sole discretion after confirming the nature and accuracy of the Unavailable Time, will credit Customer’s account a percentage of that month’s billings, as defined below:

Service Credit shall be issued to Customer’s Link API or Redirection Service balance for future use only. No refunds or cash value will be provided. Service Credits may not be transferred or applied to any other account.

To apply for a Service Credit, the customer must write an email to within 30 days of the month in which the Unavailable Time occurred. The email must include (i) "SLA Claim" as the subject; (ii) the dates and times of the Unavailable Time for which you are requesting credit; and (iii) any applicable information that documents the claimed outage.


Notwithstanding anything to the contrary, no Unavailable Time shall be deemed to have occurred with respect to any unavailability, suspension or termination of the Link API or Redirection Service, or any other Link API or Redirection Service performance issues, that (i) are caused by factors outside of Inc reasonable control, including, without limitation, any force majeure event, carrier related problems or issues, or Internet access or related problems beyond the demarcation point of Inc or its direct hosting subcontractors (i.e beyond the point in the network where Inc maintains access and control over the Inc Services); (ii) result from any actions or inactions of Customer or any third-party (other than Inc direct hosting subcontractor); (iii) result from Applications, equipment, software or other technology and/or third-party equipment, software or other technology (other than third-party equipment within Inc direct control); or (iv) arise from Inc suspension and termination of Customer’s right to use the Link API or Redirection Service Services in accordance with the TOS, (v) scheduled maintenance; or (vi) problems or issues related to alpha, beta or not otherwise generally available Link API or Redirection Service features (collectively, the “Exclusions”).


Service Credits shall be your sole and exclusive remedy for any unavailability or non-performance of the Link API or Redirection Service or other failures by us to provide the Link API or Redirection Service Services.

Service Level Agreement Version Date: October 7, 2019

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