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:
Submit a credit request within 15 days of the end of the month in which the Downtime occurred
Email credit requests to support@7taps.com with subject line "SLA Credit Request"
Include account information, dates/times of Downtime, and any relevant documentation
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:
Email: support@7taps.com
Support hours: Monday-Friday, 9:00 AM to 6:00 PM Eastern Time
Status page: https://status.7taps.com/