Version 2.0, July 2022
This Direct Connect Chat Services Agreement between Forms Distribution Corp., dba Infoplus Commerce ("Infoplus Commerce", “Infoplus”, "we," or "us") a Missouri Corporation, and users of the Infoplus Commerce Direct Connect services ("you") governs the use of the Direct Connect services under the provisions of the Infoplus Commerce Terms of Service (the "Terms").
This SLA applies only to Direct Connect services.
Unless otherwise provided herein, this SLA is subject to the provisions of the Terms. Capitalized words and phrases have the meaning specified in the Terms. We reserve the right to change the terms of this SLA in accordance with the Terms.
Infoplus Commerce will use commercially reasonable efforts to provide a 10 Minute Average Response Rate for all customer-initiated Direct Connect service requests during any monthly billing cycle (The “Direct Connect Service Commitment”).
Subject to the Infoplus Commerce SLA Exclusions, if we do not meet the Direct Connect Service Commitment, you will be eligible to receive a Direct Connect Service Credit.
A 10 Minute Average Response Time means that we guarantee you will experience an average of no more than 10 minutes response time for all Direct Connect service requests during all times when Direct Connect Support services are available. Services will typically be available during normal business hours (Central Standard Time).
Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments, e.g. for training, setup, etc.) for the monthly billing cycle in which the Average Response Rate fell below 5 minutes. Unavailability occurred in accordance with the schedule below:
We will apply any Service Credits only against future payments for the Services otherwise due from you. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Service Commitment was not achieved. Service Credits will not entitle you to any refund or other payment from Infoplus Commerce. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account.
Unless otherwise provided in the Terms, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the Infoplus Commerce Application Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
To receive a Service Credit, you must submit a claim by emailing admin@infopluscommerce.com. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:
If the Average Response Rate 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 billing cycle 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.
The Service Commitment does not apply to any unavailability, suspension or termination of the Infoplus Commerce Application Services, or any other Infoplus Commerce Containerized Service performance issues:
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.
We may change this Service Level Agreement for Direct Connect Support from time to time. If we make any changes, we will notify you by revising the version and date at the top of this Service Level Agreement for Direct Connect Support and, in some cases, where appropriate we may provide you with additional notice (such as adding a statement to the login screen or sending you an email notification). Your continued use of our Services after the revised Service Level Agreement has become effective indicates that you have read, understood, and agreed to the current version of this Service Level Agreement.
If you have questions regarding your obligations under this Service Level Agreement for Direct Connect Chat Services, please email us at admin@infopluscommerce.com.
