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7taps Microlearning Service Level Agreement (SLA)

Updated over a month ago

This Service Level Agreement ("SLA") is part of the subscription agreement between 7taps Microlearning ("7taps", "we", "us") and the customer ("Customer", "you") using 7taps Microlearning platform services.

1. Definitions

  • System Availability: The percentage of time the 7taps Microlearning platform is operational and accessible to users, calculated as: (Total Minutes in Month - Downtime) ÷ (Total Minutes in Month) × 100.

  • Downtime: Any period of time when the 7taps Microlearning platform is unavailable and cannot be accessed by users, excluding Scheduled Maintenance.

  • Scheduled Maintenance: Pre-announced periods when 7taps performs system updates, improvements, or repairs.

  • Emergency Maintenance: Unplanned maintenance required to resolve critical security or performance issues.

  • Support Ticket: A formal request for assistance submitted via support@7taps.com.

2. System availability commitment

7taps is committed to providing a minimum of 99% System Availability for the 7taps Microlearning platform. System Availability status can be monitored at https://status.7taps.com/.

3. SLA credits

If 7taps fails to meet the System Availability commitment, Customer may be eligible for SLA Credits according to the following schedule:

System Availability Level

SLA Credit

98-99%

1% of total monthly fee applicable to month in which failure occurred

96.6-97.9%

10% of total monthly fee applicable to month in which failure occurred

95.0-96.5%

25% of total monthly fee applicable to month in which failure occurred

< 95.0%

100% of total monthly fee applicable to month in which failure occurred

4. Maintenance windows

  • Scheduled Maintenance: 7taps will provide at least 48 hours advance notice for any Scheduled Maintenance that may impact platform availability. Most Scheduled Maintenance will occur during non-business hours (weekends or between 10:00 PM and 5:00 AM Eastern Time).

  • Emergency Maintenance: In the event Emergency Maintenance is required, 7taps will make reasonable efforts to notify customers as soon as possible. Downtime related to Emergency Maintenance may or may not be included in Downtime calculations depending on the nature of the emergency.

5. Support response times

Support tickets are prioritized based on their impact on your business operations:

Priority Level

Description

Initial Response Time

Critical

Service completely unavailable or severely impacted

Within 1 hour during business hours

High

Major functionality affected but workarounds available

Within 4 business hours

Medium

Minor issues affecting non-critical functions

Within 8 business hours

Low

General questions or enhancement requests

Within 2 business days

Business hours are Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, excluding holidays.

6. Customer responsibilities

To ensure optimal service performance, Customer agrees to:

  • Report issues promptly via support@7taps.com

  • Provide sufficient information for troubleshooting

  • Maintain appropriate network connectivity and system requirements

  • Safeguard access credentials and comply with acceptable use policies

  • Implement appropriate security measures for customer-controlled systems

7. SLA credit request process

To receive SLA Credits, Customer must:

  1. Submit a credit request within 15 days of the end of the month in which the Downtime occurred

  2. Email credit requests to support@7taps.com with subject line "SLA Credit Request"

  3. Include account information, dates/times of Downtime, and any relevant documentation

  4. Allow up to 30 days for review and processing of credit requests

Approved SLA Credits will be applied to Customer's next billing cycle.

8. Exclusions

The following are excluded from Downtime calculations:

  • Scheduled Maintenance or Emergency Maintenance

  • Issues related to Customer's hardware, software, or network connectivity

  • Force majeure events (natural disasters, acts of war, etc.)

  • Suspension or termination of service due to Customer's violation of Terms of Service

  • Issues with third-party integrations or services outside 7taps' direct control

  • Beta features or services explicitly marked as excluded from SLA

9. Data security and recovery

7taps implements industry-standard security practices including:

  • Regular data backups with a Recovery Point Objective (RPO) of 24 hours

  • Recovery Time Objective (RTO) of 24 hours for critical systems

  • Data encryption in transit and at rest

  • Access controls and authentication mechanisms

10. Modifications to SLA

7taps reserves the right to modify this SLA. Continued use of the 7taps Microlearning platform after such notice constitutes acceptance of the modified SLA.

11. Limitation of liability

SLA Credits provided under this agreement constitute Customer's sole and exclusive remedy for any failure by 7taps to meet its obligations under this SLA. In no event shall 7taps be liable for any indirect, special, incidental, or consequential damages.

12. Contact information

For questions about this SLA or to report service issues:

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