1. Introduction
This Service Level Agreement ("SLA") outlines the terms and commitments of QuickMax Website Builder ("QuickMax," "we," "us," or "our") regarding the availability, uptime, and support of our website builder services. By using QuickMax services, you agree to comply with this SLA.
2. Service Availability
QuickMax strives to ensure a high level of availability for our website builder platform. We commit to maintaining at least 99.9% uptime for our services, excluding scheduled maintenance and circumstances beyond our reasonable control.
3. Support Response Times
3.1 Support Channels
- Email Support: qm@quickmax.io
- Phone Support: +91-8358995599
- Live Chat Support: Available through our website during specified hours.
3.2 Support Response Times
- Critical Issues: Response within 1 hour. Critical issues include complete service outage or major functionality degradation.
- Urgent Issues: Response within 4 hours. Urgent issues affect a significant portion of users or key functionality.
- General Inquiries: Response within 24 hours. General inquiries include feature requests, account management, and non-urgent technical support.
4. Maintenance and Downtime
4.1 Scheduled Maintenance
QuickMax may perform scheduled maintenance to enhance and maintain the quality of our services. We will provide advance notice of scheduled maintenance via email or through our website. Scheduled maintenance will typically occur during non-peak hours to minimize disruption.
4.2 Emergency Maintenance
In the event of emergency maintenance required to address critical issues or security vulnerabilities, QuickMax reserves the right to perform maintenance without prior notice. We will make reasonable efforts to minimize downtime and inform affected users promptly.
5. Service Credits
5.1 Availability Credit
If QuickMax fails to meet the 99.9% uptime commitment in any given month, eligible customers may request a service credit as follows:
- Uptime Percentage: Service Credit
- Less than 99.9% but equal to or greater than 99.0%: 5% of monthly fee credited
- Less than 99.0% but equal to or greater than 95.0%: 10% of monthly fee credited
- Less than 95.0%: 15% of monthly fee credited
5.2 Requesting Service Credits
To request a service credit, customers must submit a written request to [insert contact email] within 30 days of the incident. Service credits will be applied to the customer's next billing cycle.
6. Exclusions
This SLA does not apply to downtime or issues caused by:
- Factors outside QuickMax's reasonable control, including force majeure events.
- Customer's misuse of QuickMax services or failure to comply with our terms of service.
- Third-party software, services, or infrastructure not under the control of QuickMax.
7. Limitation of Liability
In no event shall QuickMax be liable for any indirect, consequential, or incidental damages arising from the use or inability to use our services, even if we have been advised of the possibility of such damages.
8. Amendments
QuickMax reserves the right to modify this SLA at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services constitutes acceptance of these changes.
9. Contact Information
For any questions or concerns regarding this SLA, please contact us at:
QuickMax
228-A, Ganeshpuri, Indore, India - 452010
qm@quickmax.io
+91-8358995599
This SLA reflects our commitment to providing reliable and accessible website builder services to our customers. We appreciate your trust in QuickMax and are dedicated to delivering exceptional service and support.