Service Level Terms
Service Level Agreement (SLA) Terms
Service Level Agreement
This TrueRoll Service Level Agreement ("SLA") between The Exemption Project, Inc. ("TrueRoll", "us" or "we") and users of the TrueRoll Services ("you") governs the use of the TrueRoll Services under the provisions of the TrueRoll Terms of Service (the "Terms").
Unless otherwise provided herein, this SLA is subject to the provisions of the Terms.
1. TrueRoll Deploy Service Commitment: 95% Uptime
TrueRoll will use commercially reasonable efforts to make TrueRoll available with a Monthly Uptime Percentage of at least 95% during any monthly billing cycle (the "Service Commitment"). Subject to the SLA Exclusions, if we do not meet the Service Commitment 2 months in a row, you will be eligible to receive a Service Credit at TrueRoll’s discretion.
As TrueRoll is a tool designed for business use during public sector business hours, downtime is calculated by totally the minutes that TrueRoll is unavailable during our client’s local business hours.
"Maintenance" means scheduled Unavailability of the TrueRoll web app, as announced by us prior to TrueRoll becoming Unavailable.
"Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which TrueRoll was Unavailable during business hours. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusion.
"Service Credit" means a credit denominated in US dollars, that we may credit back to an eligible account, at the discretion of TrueRoll.
"Unavailable" and "Unavailability" mean, for web app services and databases, when your service or database is not running or not reachable due to TrueRoll's fault. This excludes user error, forgotten passwords or other forms of non-availability not arising from TrueRoll error.
3. Sole Remedy
Unless otherwise provided in the Terms, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
4. Credit Request and Payment Procedures
To receive a Service Credit, you must submit a claim by emailing firstname.lastname@example.org. To be eligible, the credit request must be received by us by 15 days of the identified, impactful downtime.
the words "SLA Credit Request" in the subject line;
the dates and times of each Unavailability incident that you are claiming;
the account handle(s); and
logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one month following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
5. SLA Exclusions
The Service Commitment does not apply to any Unavailability:
That results from a suspension or Remedial Action, as described in the Terms;
Caused by factors outside of our reasonable control, including any force majeure event, Internet access, or problems beyond the demarcation point of the TrueRoll network;
That results from any actions or inactions of you or any third party;
That results from the equipment, software or other technology of you or any third party (other than third party equipment within our direct control);
That results from any Scheduled Maintenance.
If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.
Our goal is to serve your government and its citizens with more accurate information. Unlike other solutions that promote disruptive audits every five years, TrueRoll offers a proactive approach to exemption monitoring that was specifically designed to make it easier for auditors and appraisers to do their jobs and to further a more transparent, equitable government.