Effective Date: Wednesday December 18th, 2024
This Service Level Agreement ("SLA") outlines Dishio’s commitment to service availability, support, and performance. By using Dishio, you agree to the terms outlined below. This SLA is part of our Terms of Use.
Service Availability
- Uptime: 99.9% uptime per calendar month.
- Exclusions: Scheduled maintenance, emergency maintenance, force majeure events, or third-party disruptions.
- Scheduled Maintenance: Advance notice of at least 48 hours; conducted during off-peak hours.
Support Services
- Support Channels:
Email: support@dishio.io
- Support Hours:
Standard Support: Mon-Fri, 9 AM – 5 PM (Easter Standard time).
Emergency Support: 24/7 for critical issues.
Response Times
| Severity Level |
Description |
Response Time |
| Critical |
Service unavailable |
1 hour |
| High |
Major functionality impacted |
2 hours |
| Medium |
Minor issues or questions |
4 hours |
| Low |
General inquiries |
24 hours |
Service Credits
If uptime falls below 99.9% in a calendar month, you may request service credits:
| Uptime % |
Service Credit |
| 99.0% – 99.9% |
5% of monthly fee |
| 95.0% – 98.9% |
10% of monthly fee |
| Below 95.0% |
25% of monthly fee |
Claim Process
- Submit requests within 30 days of the downtime with proof of the outage for your services.
- Credits apply to future invoices; no cash refunds.
Limitations
This SLA does not cover downtime due to:
- Your systems, misuse of services, or third-party issues.
- Scheduled or emergency maintenance.
- Force majeure events (natural disasters, etc.).
Modifications
Dishio reserves the right to update this SLA. Changes will be communicated in advance. Continued use of the services indicates acceptance of the revised SLA.
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