Welcome to Sales Kik, an online business management tool especially for tradies, suppliers & manufacturers. This Service Level Agreement is intended to explain our obligations as a service provider and Your obligations as a customer. Please read them carefully.
We know that you depend on Sales Kik to be available to run your business. This Service Level Agreement (SLA) outlines our guarantee to you as a Sales Kik customer, and what you are entitled to in the unlikely event Sales Kik becomes unavailable.
Service Level Agreement
Sales Kik will use reasonable efforts to achieve a Monthly Uptime Percentage of at least 99.5% for any calendar month. If Sales Kik does not meet this Monthly Uptime Percentage, and as long as the Customer’s account with us is current, the Customer will be eligible to receive credits to their account as outlined below. These credits are the Customers’s exclusive remedy for for any failure by Sales Kik to meet the Monthly Uptime Percentage.
1. Definitions. The following definitions apply to this Addendum.
“Downtime” means the time in which the Sales Kik application (https://my.saleskik.com) is not capable of being accessed or used by the Customer, as monitored by Sales Kik. “Monthly Uptime Percentage” means the total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month. “Exclusion from Downtime” The following are not counted as Downtime for the purpose of calculating Monthly Uptime Percentage:
Service unavailability caused by scheduled maintenance of the platform used to provide the applicable service (Service Provider will endeavour to provide seven days’ advance notice of service-affecting scheduled maintenance); or
Service unavailability caused by events outside of the direct control of Service Provider, including any force majeure event, the failure or unavailability of Customer’s systems, the Internet, and the failure of any other technology or equipment used to connect to or access the service.
2. Service Credits.
Credits are issued as a financial reimbursement if Service Provider does not meet the Service Provider SLA for a particular month of the ordered term. Upon approval of a claim we will provide the applicable remedy set forth below:
5% of your monthly fee for every 30-minute period of downtime, up to 100% of your fee for the month.
3. Claim Procedure.
To receive a service credit for a particular calendar month, Customer must submit a claim by email to the support team (firstname.lastname@example.org) within 30 days of the outage, and include the following information:
Your login username (email)
the name of the Company to which the claim relates;
the name, email address, and telephone number of the Customer’s designated contact; and
information supporting each claim of Downtime, including date, time, and a description of the incident and affected service, all of which must fall within the calendar month for which you are submitting a claim.
Failure to contact Sales Kik within 30 days will result in a forfeiture of the the customer’s right to receive the credit. No cash refunds will be provided.