As a default – we provide email support only during CST (Central Standard Time) working hours. We aim to respond to tickets within 24 hours of receiving them – if they fall into CST working hours.
“Downtime” is based on two factors: the number of minutes Tallyfy was unavailable, and the percentage of customers that were affected. If Tallyfy is down, we use server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests.
At the end of each month, we add “downtime” periods together to calculate the overall monthly “downtime period”. Calculating “downtime” can be difficult, but we aim to keep it simple by tying our SLA guarantee to a single monthly uptime number.
Some scenarios don’t count towards downtime. Here are some examples:
“Monthly Uptime” is the percentage of total possible minutes Tallyfy was available to you. Here’s how we calculate this:
Total possible minutes – Downtime Minutes = Monthly Uptime
Sometimes we need to perform maintenance to keep Tallyfy working smoothly. If scheduled downtime is necessary, we’ll give you 48 hours advance notice. In a calendar year, scheduled downtime won’t exceed 10 hours.
If we fall short of our 99.9% uptime guarantee, we’ll refund you 10 times the amount your workspace paid during the period Tallyfy was down in the form of “Service Credits”. When you reach your renewal date, or if you add new members, we’ll first draw from your credit balance before charging you.
“Service credits” can’t be exchanged for cash. They’re capped at a maximum of 30 days of paid service.
Our SLA excludes the following performance issues: