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Service Level Agreement (SLA)

Service Commitment for Delivr PRO & Delivr ENTERPRISE.

Service Commitment

Delivr commits that Delivr's SaaS Platform will be available 99.85% or more of the time in a given calendar month. If we (Delivr) fail to meet this commitment, just let us know and we will apply a service credit to your account. “Service Credit” means the following:

Monthly Availability (Uptime) Percentage Days of Service added to the end of the Service term (or monetary credit equal to the value of days of service for monthly subscription billing customers), at no charge to Customer
100% to 99.85% 0 days
<99.85% to 99.0% 3 days
<99.0% to 95.0% 7 days
< 95.0% 15 days

 

Definitions

“Delivr's SaaS Platform” refers to Delivr's QR Code Generation & NFC Tag Provisioning, Management, QR Code & NFC Tag Resolution, and Analytics service, and does not refer to peripheral or separate services.

“Monthly Availability %” is calculated across the Delivr SaaS Platform, as 100% minus the percentage of the total number of requests that result in internal server errors (code 500) or service unavailable errors (code 503), divided by the total number of requests during that month.

Intervals during the month in which there were no requests from a given account will be considered intervals with 100% availability for that account.

Exclusions

You are not entitled to a service credit if you are in breach of your Customer Agreement with Delivr, including your payment obligations. Temporary inability of the user to access their Account Dashboard & Reports are not included in this definition provided Short URL, QR Code URL, & NRC Tag URL Resolution and Tracking is operational.

To receive a service credit, you must file for a credit within 30 days of the end of the month in which availability was not met by contacting Delivr via the “Contact” link on the www.delivr.com website with a description of the downtime, how you were affected, and for how long. Delivr reserves the right to withhold credit if it cannot verify the downtime or you cannot show that you were adversely affected in any way as a result of the downtime.

The Service Level Agreement does not apply to any downtime, suspension, or termination of any Delivr services:

  • that result in account suspension or termination due to breach of the Customer Agreement;
  • caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Delivr-controlled datacenters;
  • that result from any actions or inactions of you or any third party; or that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than those which are under our direct control).

Unfortunately, we can not be held responsible for outages or circumstances beyond our control that prevent or limit access to the Delivr server or website, either directly or indirectly, so our SLA does not include any of the following:

  • Less than optimal network conditions between your ISP and our server resulting in packet loss
  • DDoS or other malicious attacks on our server
  • Connectivity issues within your ISP's network
  • Browser or DNS caching issues
  • Outages or interruptions from an upstream provider outside of our immediate hosting environment

We strive to keep service interruptions to a minimum and will always attempt to provide advance notice of any scheduled maintenance outage.

Maximum Service Credit. The Credit to Bill to be issued by Delivr to Customer for all Downtime that occurs in a single calendar month shall not exceed fifteen days of Service added to the end of Customer's term for the Service (or the value of 15 days of service in the form of a monetary credit to a monthly-billing customer’s account). Service Credits may not be exchanged for, or converted to, monetary amounts.

The service credit remedy set forth in this Service Level Agreement is your sole and exclusive remedy for downtime of the Delivr SaaS Platform. Delivr reserves the right to change this SLA at the end of a Customer’s subscription period.

By taking up a paid subscription on the Delivr website you are acknowledging your acceptance of this Service Commitment.

 


Delivr® is a MarTech platform used by thousands of businesses to drive audiences from print to digital experiences. Established in 2008, Delivr has developed software to track and visualize consumer engagement with printed media, labels and packaging. With TrueMrk®, Delivr is extending its marketing, consumer engagement and analytics platform to authenticate products and identify incidents of counterfeiting and gray market diversion.