Service Level Agreement

Here is a quick overview of this Service Level Agreement (“SLA”), and what it contains.

Proposales Platform SLA guarantees 99.9% monthly uptime.
We have designed our SLA to be transparent, and our uptime is publicly available on our status page status.proposales.com.
Scheduled downtimes are unusual and we will avoid them as much as possible.
If, despite our efforts, monthly uptime of 99.9% is not met, we will offer you financial credits as described below.

1. Scope

1.1 There are a lot of systems and applications running in the Proposales ecosystem. This Service Level Agreement (“SLA”) covers the Proposales Platform which consists of:

Proposales Platform, Proposales Editor, Proposales Viewer, Proposales Insights and other web applications hosted by Proposales.
Web APIs hosted by Proposales.
Automatic background processes (e.g. expiring proposals).

On the other hand, client side applications (e.g. Proposales Inbox Widget), which are not directly hosted by Proposales, are not within scope of this SLA. This SLA shall not apply to the provision of services, products, or applications that Proposales provide to you via Proposales Connect.

2. Uptime

2.1 Monthly uptime is the percentage of total possible minutes Proposales Platform was available to you. Here is how we calculate this: monthly uptime = 1 - (monthly downtime minutes / total possible monthly minutes) The actual monthly uptime can always be checked by you at https://status.proposales.com.

3. Downtime

3.1 Downtime is based on two factors: the number of minutes Proposales Platform was unavailable, and the percentage of partners that were affected. If the Proposales Platform is down, we use server monitoring software to measure server-side error rates, ping test results and other performance and availability metrics. At the end of each month, we sum up downtime periods together to calculate the overall monthly downtime period. Please note that downtime does not affect everyone at the same time or in the same way: Proposales could be experiencing an outage, but your property is unaffected, and vice versa.

3.2 Some scenarios do not count towards downtime. Here are some examples:

Slowness with certain features (reports, search, delays in background operations and jobs).
Issues affecting only your enterprise that are related to external apps or third parties.
Communication issues caused by third party systems.
External network problems outside of our control (e.g. bad configuration on ISP side).
Scheduled downtimes.
Issues that resulted from your breach of our Terms of Service based on which we provide you with our services, or from your breach of our instructions or documentation.
Issues that resulted from any actions or inaction by you or a third-party.
Issues that arise from our suspension or termination of your right to use Proposales in accordance with our Terms of Service.
Other issues caused by factors outside of our reasonable control.

4. Scheduled downtime

4.1 If scheduled downtime is necessary, we will give you at least 48 hours advance notice. However, we have never had to use a scheduled downtime during the lifetime of the Proposales Platform, so we would like to keep it the same way. We will always try to find ways to maintain the system without affecting its uptime.

5. Financial credits

5.1 If Proposales does not meet the monthly uptime of 99.9%, Proposales will offer you financial credits. The financial credits represent a sum calculated as a percentage of your monthly Platform Fees (fee for the provision of services excluding installation and training fees, Proposales Connect fees, travel and other costs and other one-off fees as may be applicable) that will be credited to your future invoice.

Financial credits are calculated as follows:

Financial credits = (99.9 – actual monthly uptime) × 5% of Monthly Fee

Formula shall be read as follows:

Guaranteed uptime amounting to 99.9 minus actual monthly uptime, the difference between these values multiplied by 5% of the Monthly Fee.

For example, if the actual monthly uptime is 99.5%, you would be eligible to receive: (99.9 - 99.5) × 5% of Monthly Fee = 2% of your Monthly Fee.

Please note that the maximum amount of credits that can be awarded by Proposales shall not exceed 100% of Monthly Fee payable to Proposales.

5.2 As explained, downtime does not affect everyone at the same time or in the same way, and therefore we find it reasonable to provide financial credits only upon your request. Our relationship is based on trust. We believe that you will ask for credits only if you think you should receive them. To receive the credits, contact us by sending an email to your Customer Success Manager by the 15th of the month following the month in which monthly uptime of 99.9% was not met.

5.3 The financial credits set for in this section are the sole and exclusive remedy for you, and Proposales’ sole and exclusive liability, for any failure of Proposales to meet any obligations arising out of this SLA.

6. Help and support process

6.1 In Proposales we distinguish amongst three types of incidents/requests (critical, high priority and general) and for each of them we guarantee different response and resolution time.

“Critical requests”: mean requests for support concerning errors due to which system is completely unavailable (i.e. a failure of the whole Proposales Platform).
“High priority requests”: mean requests for support concerning any of the following errors: (i) a failure of one or more core functions of system not causing complete unavailability of the system (such as inability to send proposals), (ii) core functions and features of system are available and functioning, however, production is functioning at a materially impaired rate (such as slow performance of the system or any substantial part of it).
“General requests”: mean request for support concerning (i) errors not preventing productions but impairing non-production operations (such as inability to send proposals in a standard way), (ii) other errors, and (iii) procedural problems encountered in the use of the system.

7. Response time and resolution time

7.1 If you contact our Customer Success team, Proposales will acknowledge the receipt of your request within the specified response time based on your service plan and will resolve the reported incident within the specified resolution time by solving the root cause of the incident, or implementing a workaround or any other method of resolving the request/incident.

7.2 It is difficult to predict the nature of the incident, and therefore it is also difficult to determine how long the resolution time should be in general. Nevertheless, it is crucial for us to fix the most severe incidents asap, and therefore we have taken a decision that when a critical request is made, it will be resolved within 10 hours from the time when you notified us of the incident. This SLA does not stipulate any specific time limit for resolving high priority requests, however, what we guarantee when it comes to high priority requests is that after reporting high priority incidents Proposales will start working on a resolution plan which will be shared with you. In this plan you will be informed what resolution time is expected and what steps will be taken by us to resolve the incident.

Resolution time for critical requests: 10 hours
Resolution time for high priority requests: As per resolution plan
Resolution time for general requests: N/A

8. Contact and help center

8.1 Our Customer Success team is available via help@proposales.com and via the ‘Help’ button inside the Proposales Platform. If your plan includes access to a Customer Success Manager you are also welcome to contact us over phone.

8.2 All our plans include access to Proposales Help Center, which contains a selection of articles, video tutorials that help to get started with and use Proposales Platform. Proposales Help Center is accessible online via https://help.proposales.com.

9. Legal provisions

9.1 If we use the term “you” or “your” in this SLA that means the legal entity accepting and executing our Terms of Service and, where applicable, the physical person acting on behalf of a legal entity when creating an account.

If we use the term “Proposales”, “we”, “us” or “our” in this SLA that means Proposales AB, Swedish registration number 559150-6075.

9.2 From a legal point of view, this SLA should be seen as an appendix to our regular Terms of Service, and applicable to our subscription plans where SLA is included in the service offering.

9.3 Proposales reserves the right to change this SLA from time to time. Any such change will be notified via our website or in the Proposales Platform at least 30 days before the effectiveness of such change.