Salloq Software – Service Level & Uptime Policy

1. Target Uptime

Salloq targets a monthly uptime of 99.5% for the core application, excluding scheduled maintenance and excluded downtime as described below.

2. Definition of Uptime & Downtime

“Uptime” means the percentage of time in a given calendar month during which the core Service is reachable and substantially operational, as measured by Salloq’s monitoring tools.

“Downtime” means periods during which the core Service is unavailable to the majority of users due to issues within Salloq’s reasonable control.

3. Exclusions

The following do not count as Downtime for purposes of this SLA:

• Scheduled maintenance with at least 24 hours prior notice, typically performed during off-peak hours;
• Emergency maintenance necessary to address security issues or critical bugs;
• Issues caused by your or any third party’s hardware, software, network, or connectivity;
• Third-party service outages (e.g., payment gateway failures, DNS provider issues);
• Force majeure events, including but not limited to acts of God, war, terrorism, strikes, pandemics, government actions, or natural disasters;
• Misuse of the Service, violation of the Terms, or actions contrary to our instructions.

4. Maintenance

Salloq may perform scheduled maintenance from time to time. Where practical, we will provide advance notice through the dashboard, status page, or email. We strive to minimize disruption and schedule maintenance during off-peak hours.

5. Support & Incident Response

Salloq provides support through email & telephone during standard business hours 6am–6pm PT, Monday–Friday, excluding local holidays.

We aim (but do not guarantee) to respond to incident reports within the following timeframes:

• Critical (Service unavailable): Initial response within 1 hour.
• High (major feature impairment): Initial response within 1 hour.
• Normal (general issues or questions): Initial response within 2 business hours.

6. Service Credits

At Salloq’s discretion, and where expressly provided in a separate written agreement, we may offer service credits for failure to meet the Target Uptime. Any such credits:

• Are calculated only for months in which uptime falls below the specified target;
• Are limited to a percentage of the monthly subscription fee for the affected Service;
• Must be requested by you in writing within 30 days of the end of the month in which the downtime occurred;
• Will be applied against future invoices and have no cash value.

7. Sole Remedy

Any service credits provided under this SLA (if applicable) shall be your sole and exclusive remedy for any downtime or failure to meet the Target Uptime.

8. Changes to this SLA

We may update this SLA from time to time. Material changes will be posted on our website or communicated through the Service. Your continued use of the Service after an update constitutes acceptance of the revised SLA.