Legal.
Service level agreement (SLA)
This Service Level Agreement (SLA) sets out the key performance indicators (KPIs) by which the Testlify SaaS solution is measured. If Testlify does not achieve and maintain the KPIs outlined in this SLA, the Customer may be eligible for a Service Credit against future fees payable.
Testlify may update or amend this SLA from time to time. New and previous versions will be available online. Any material changes to the KPIs in the SLA will be managed through the contract change process outlined in the Agreement.
2. Key performance indicators (KPIs)
2.1. Service availability
Service Availability is calculated monthly as follows: [((Total Time – Service Outage) / Total Time) * 100].
The measurement point for Service Availability is the Testlify production data center's internet connection points.
Customers may request a Service Availability report no more than once per month via the support center.
Service availability by plan
| Plan | KPI | Service Credits |
|---|---|---|
| Free Trial | Service Availability = 99.5% | No |
| Starter Plan | Service Availability = 99.5% | No |
| Basic Plan | Service Availability = 99.5% | No |
| Business Plan | Service Availability = 99.9% | Yes |
| Premium Plan | Service Availability = 99.9% | Yes |
2.2. Disaster recovery
The Recovery Time Objective (RTO) is measured from the time the production environment becomes unavailable due to a disaster until it is fully restored.
Customers may request an RTO report after any disaster event.
Disaster recovery by plan
| Plan | KPI | Service Credits |
|---|---|---|
| Free Trial | N/A | No |
| Starter Plan | N/A | No |
| Basic Plan | N/A | No |
| Business Plan | RTO ≤ 48 hours | Yes |
| Premium Plan | RTO ≤ 24 hours | Yes |
2.3. Support services
Testlify provides support services through multiple channels, including email, chat, and phone, depending on the plan.
Testlify will work during business hours to provide a resolution or workaround. Customers must cooperate by providing all relevant details, including step-by-step issue descriptions and screenshots. Testlify is not responsible for resolving errors caused by user misconfigurations or improper use of the service.
Support response by plan
| Plan | Support Channels | Initial Response Time | Initial Resolution Time | Service Credit |
|---|---|---|---|---|
| Free Trial | Chat Support | 8H | 48H | No |
| Starter Plan | Email & Chat Support | 8H | 48H | No |
| Basic Plan | Email & Chat Support | 8H | 48H | No |
| Business Plan | Email, Chat & Call Support | 4H | 24H | Yes |
| Premium Plan | Email, Chat & Call Support | 2H | 12H | Yes |
2.4. Service credit calculation
If Testlify fails to meet the KPIs eligible for a Service Credit, Customers can submit a written request for a Service Credit, calculated as follows:
Service Credits are accumulated monthly and apply individually to each KPI. A Customer can claim only one Service Credit per affected month. Accrued credits will be deducted from future subscription invoices (if applicable).
Service credit by consecutive months of missed KPI
| Consecutive Months of Missed KPI | Service Credit (% of SaaS fee for the applicable month) |
|---|---|
| First Month | 10% of the second month |
| Second Month | 20% of the first month |
| Third and following months | 30% of the third month and beyond |
3. Miscellaneous
(a) Service Credits are the sole remedy available to Customers for SLA breaches. (b) Service Credits cannot be exchanged for cash or refunds. (c) This SLA does not apply to downtime caused by factors outside Testlify's control, including but not limited to force majeure events, third-party service failures, and scheduled maintenance.
This SLA is an integral part of the Customer's Agreement with Testlify and is subject to the terms therein.
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