Updated June 1, 2017
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Last Update: January 5, 2017
This SBT API Service Level Agreement (“SLA”) governs the use of the SBT API under the terms of the
1. Service Commitment
SBT will use commercially reasonable efforts to make the SBT API available 99.95% of the time. In the event SBT does not meet the goal of 99.95% API availability in a given calendar month (“Monthly Uptime Percentage”), you will be eligible to receive a Service Credit as described below.
The following capitalized terms shall be given the meaning set forth below:
2.1 “Unavailable Time” means the SBT API is not available for use according to third-party performance and monitoring services contracted by
2.2 “Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of continuous 5 minute periods during the Service Month in which the SBT API was in a state of “Unavailable Time” as identified by Monitoring Service
2.3 A “Service Credit” is a dollar credit, calculated as set forth below, that
- For a calendar month where the Uptime Monthly Percentage, as identified by Monitoring Service,
SBT, at its sole discretion after confirming the nature and accuracy of the Unavailable Time, will credit Customer’s account a percentage of that month’s billings, as defined by this table:
|Monthly Uptime Percentage||sERVICE cREDIT|
- Service Credit shall be issued to Customer’s SBT balance for future use only. No refunds or cash value will be provided. Service Credits may not be transferred or applied to any other account.
3. Credit Request and Payment Procedures
To apply for a Service Credit, the customer must submit a written request within 30 days of the month in which the Unavailable Time occurred. The ticket must include (i) "SLA Claim" as the subject of the request; (ii) the dates and times of the Unavailable Time for which you are requesting credit; and (iii) any applicable information that documents the claimed outage.
Notwithstanding anything to the contrary, no Unavailable Time shall be deemed to have occurred with respect to any unavailability, suspension or termination of the SBT API, or any other SBT API performance issues, that (i) are caused by factors outside of SBT’s reasonable control, including, without limitation, any force majeure event, carrier related problems or issues, or Internet access or related problems beyond the demarcation point of SBT or its direct hosting subcontractors (i.e beyond the point in the network where SBT maintains access and control over the SBT Services); (ii) result from any actions or inactions of Customer or any third party (other than SBT’s direct hosting subcontractor); (iii) result from Applications, equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within SBT’s direct control); or (iv) arise from SBT’s suspension and termination of Customer’s right to use the SBT Services in accordance with the TOS, (v) scheduled maintenance; or (vi) problems or issues related to alpha, beta or not otherwise generally available SBT features or products (collectively, the “Exclusions”).
5. Sole Remedy
Service Credits shall be your sole and exclusive remedy for any unavailability or non-performance of the SBT Services or other failures by us to provide the SBT Services.
6. IT Support Protocol
SBT deploys a client specific Basecamp account to assist with initial/ongoing integration activity and IT customer service. Basecamp allows SBT to take a team approach to questions and to meet your customer service needs. At account origination, Client identifies the primary account liaison and additional support staff to receive project access and group email participation/inclusion. Your SBT client consultant will assist the Client Liaison to keep your Basecamp participation list accurate by quickly completing any add/delete requests.
Clients may request additional Basecamp accounts for separate projects and or brands to separate communication teams and organize project-specific requests and ongoing Q&A.
For severe integration questions and IT support, please call our 24/7 Support Hotline at 269-488-9785.
You will be prompted to leave a message with company/contact details and a brief description of your immediate need. An SBT support team member will use the contact information provided to respond within 30 minutes to confirm your request, provide initial findings from our research, gather any additional information and document the resolution process/procedure.