Service Level Agreement

Effective: Feb 1st, 2023

Tidaro provides up to 99% service availability for customers with the Enterprise plan (our Service Level Agreement or SLA). If we fail to meet our commitment to 99% service availability and the customer’s organization is affected, Tidaro will add the discount to the next invoice issued to the customer in proportion to the exceeded downtime.

To review current and historical uptime, visit Tidaro Status Page.

SLA breakdown

Downtime

Downtime is the total number of minutes that Tidaro was unavailable during the fiscal quarter. Tidaro calculates the unavailability using monitoring software to measure network service availability and ping test results.

Downtime does not include:

Slow operation or other performance issues with certain functions.
Problems related to external applications or third parties. Any product or feature identified as Pilot, Alpha, Beta, or similar.
Problems with external network or equipment beyond our control.
Scheduled downtime related to maintenance.

Uptime commitment

Working time is a percentage of all possible minutes that it has been in available slack in the fiscal quarter. Our goal is to maintain at least 99% of the service uptime:

[(total minutes in the quarter – downtime) / total minutes in quarter]> 99%

Scheduled downtime

Tidaro reserves the right to carry out system maintenance in order to run smoothly.

If planned downtime is necessary, the customer will be notified at least 48 hours in advance. During the year, the planned downtime will not exceed 10 hours.

Compensation

If we fail to meet our time commitment service availability, each affected company account will receive the customer discount for which they paid during the period when the service was not available. The discount will be applied to the next invoice for the next billing period.

Reporting problems with the operation of the service

Each user may report problems with the operation of the service. Issues should be reported by email at support@tidaro.com. Once an issue is sent, the support team will qualify the issue.

Support team availability

The support team is available round-the-clock from Monday to Friday.

Response time

Tidaro undertakes actions to eliminate any arising issues based on response times. A response time is the maximum time period that may elapse from the moment the issue is reported by the user by e-mail until the issue is qualified by the support team on duty.

The support team will qualify the issue upon the criteria mentioned below:

S1- failure preventing the use of the application;
S2 – a failure with a minor effect on the operation of the application;
S3 – failure without affecting the operation of the application;

For particular severity levels, the response times are as follows:

S1: 12 hours
S2: next business day
S3: 7 business days

Repair time

For particular severity levels, the repair times are as follows:

S1: 12 hours
S2: 7 business day
S3: 14 business days

Changes to Service Level Agreement

As our business evolves, we may update our Service Level Agreement from time to time. We will notify you of any changes by posting the new Service Level Agreement on this page.

We will let you know via email and/or a prominent notice on our Service, prior to the change becoming effective and update the “Effective” date at the top of this Service Level Agreement.

Contact Us

If you have any questions about this Service Level Agreement, you can contact us email at office@tidaro.com