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Service & Support Levels

 


 

We have an excellent uptime record and publish our uptime performance at at http://status.proofhq.com.

 

Standard and Enterprise Editions

For Standard and Enterprise Edition customers we will use commercially reasonable efforts to deliver service availability and support response levels.

 

Unlimited Edition

For Unlimited Edition customers we provide an extended Service Level Agreement covering system availability and support.

 

99.9% Service Availability

 

For Unlimited Edition customers we will use commercially reasonable endeavours to provide the Services with a monthly uptime percentage of 99.9%. The monthly uptime percentage is calculated by reference to the number of minutes that the Services are available to you, and excludes any downtime period of less than ten (10) minutes. If there is more than a five percent (5%) user error rate in the measure of the downtime, it will be measured based on the server side error rate.

 

ProofHQ will issue a monthly report on the Site to show the uptime of the Services. In addition, ProofHQ reports the uptime of the Services on a 12 month rolling basis at http://status.proofhq.com. An explanation is provided for any day on which 100% uptime was not achieved.

 

If the Services are provided with less than 99.9% uptime, ProofHQ will issue the following uptime credits to you:

 

Service Level
(Monthly Uptime Percentage)
Uptime Credits
< 99.9% — ≥ 99% 1
< 99.0% — ≥ 95% 2
< 95% 3

 

An uptime credit represents one additional calendar day’s use of ProofHQ, which will be credited at the end of the current Billing Period. The uptime credits may not be exchanged for, or converted to, a cash refund.

 

The uptime service levels do not apply to the following:

 

  1. scheduled downtime, which ProofHQ will schedule to the extent reasonably practicable during weekends and will notify administrators with a minimum of eight (8) hours advance warning by e-mail;
  2. any unavailability caused by circumstances beyond ProofHQ’s reasonable control, including acts of God, acts of government, lightning, flood, exceptionally severe weather, fire, earthquakes, explosions, war, civil unrest, acts of terror, acts or omissions of local or central government or other competent authorities;
  3. computer, telecommunications, Internet service provider or hosting facility failures or delays involving hardware, software or power systems not within ProofHQ’s possession or reasonable control, and denial of service attacks; and
  4. downtime arising from legal or regulatory restrictions imposed on ProofHQ which prevent ProofHQ from providing the Services.

 

Support Response and Resolution Time

 

You may contact ProofHQ support in any of the ways as set out on the Site at https://help.proofhq.com.

 

Support hours are 03:00 Monday GMT to 01:59 Saturday GMT. A support messaging service is available at all other times.

 

When requesting support, you must mark any communication with the words “Enhanced SLA” and the applicable priority level as follows:

 

Priority Definition Response Level Resolution Time
P1 Critical: The service on the production system is not accessible or operational. Initial response within one (1) support hour of being submitted. The requester will be updated twice daily during support hours. Resolution will commence within one support hour. Continuous effort, work around will be delivered within one day. Final fix will be delivered within five (5) Business Days.
P2 Important: The service on the production system is operational but experiencing a major functional loss that prevents transactions from being completed. Initial response within two (2) support hours of being submitted. The requester will be updated once daily during support hours. Resolution will commence within four support hours. Continuous effort, work around will be delivered within three (3) days. Final fix must be delivered within fifteen (15) Business Days.
P3 Necessary: Service on the production system is experiencing a functional loss that does not significantly impede transactions from being completed, but affects performance or user experience. Initial response within four (4) support hours of being submitted. The requester will be updated weekly. Final fix will be delivered within thirty (30) Business Days.

 

If ProofHQ does not meet the response time, work around or final fix targets specified in the above table, ProofHQ will issue the following service credits to you:

 

Priority Service Credits
P1 3
P2 2
P3 1

 

A support service credit represents one additional calendar day’s use of ProofHQ, which will be credited at the end of the current Billing Period. The support service credits may not be exchanged for, or converted to, a cash refund. You are entitled to one set of support service credits per request or event. You will reasonably cooperate with ProofHQ to give ProofHQ relevant information to enable ProofHQ to reproduce, troubleshoot and resolve the issue.

 

You will provide ProofHQ with a primary IT contact in the event that it needs to discuss any aspect regarding your hardware, software, desktop setup, network, ISP or any other technical issue for which you are responsible and that may affect your ability to use the Services.