Service Level Agreement
We know that service interruptions hinder productivity and disrupt your workflow. We have a big responsibility to our customers to make sure you can rely on Workast to perform your day to day work and run your organization.
Service level agreements apply to Professional and Enterprise plans.
- Our Service Level Agreement (SLA) for customers on the Professional plan and above guarantees a 99.95% monthly uptime.
- Our SLA is based directly on the information we make publicly available on the Workast System Status Page.
- If we fall short of our 99.95% uptime guarantee, customers on the Professional and Enterprise plans will be eligible to receive Service Credits.
“Maintenance” means scheduled Unavailability of the Workast Services, as announced by us prior to the Workast Services becoming Unavailable.
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which the Workast Services were Unavailable. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusion.
“Service Credit” means a credit denominated in US dollars, calculated as set forth below, that we may credit back to an eligible account.
“Unavailable” and “Unavailability” mean when Workast Services are not available or reachable due to Workast’s fault. This excludes (a) containers that are unreachable or not running because the container’s provisioned resources (RAM, CPU, disk, as applicable) are insufficient; and (b) members of a database cluster where the cluster as a whole is running and reachable.
"Downtime" is based on two factors: the number of minutes Workast was unavailable.
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:
- Slowness with certain features
- Issues affecting only your workspace that are related to external apps or third parties
- Delays with uploading, sharing, or processing images and files
- External network problems outside of our control, such as bad routing tables between your internet service provider (ISP) and our server
- "Scheduled Downtime" for maintenance
"Monthly Uptime" is the percentage of total possible minutes Workast 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 Workast working smoothly. If scheduled downtime is necessary, we’ll give you 48 hours advanced notice.
If we fall short of our 99.95% uptime guarantee, we’ll refund you 100 times the amount your workspace paid during the period Workast 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.
Note: "Service credits" can’t be exchanged for cash. They’re capped at a maximum of 30 days of paid service, and only expire if you downgrade to the free plan.
A note about performance issues
Our SLA excludes the following performance issues:
- Issues caused by factors outside of our reasonable control
- Issues that resulted from any actions or inaction by you or a third-party
- Issues that resulted from your equipment and/or third-party equipment (not within the primary control of Slack)
- Issues that arise from our suspension or termination of your right to use Slack in accordance with our Terms of Service.
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