Service Level Agreement

We understand that service interruptions hinder productivity and disrupt your operation.

We’ve set a high bar for service uptime because we believe that you should be able to depend on FormX and run your business without hassles.

The Basics

Our enterprise plan SLA guarantees a 99.95% monthly uptime, excluding scheduled downtimes described below.

We will use commercially reasonable efforts to achieve 100% uptime. If we fall short of our 99.95% uptime guarantee (scheduled downtime excluded), we’ll refund customers on the paid plan with services credit 10% of the amount you paid within the month FormX was down.

Scheduled Downtime

Occasionally, we need to perform maintenance to keep FormX working as smoothly as possible. If scheduled downtime is necessary, we’ll give you 48 hours' advance notice. In a calendar year, there will be no more than 12 hours of scheduled downtime.

Downtime

Downtime means the hosted server of FormX was unavailable for use excluding the period of scheduled maintenance. We use server monitoring software to monitor when FormX is down. Downtime does not include the period of time when FormX is not available as a result of scheduled downtime.

Service Credit

In a calendar month during which the SLA is not met as defined in the Service Commitment, and as confirmed by FormX in its sole discretion, FormX will provide the customer’s account with a nontransferable Service Credit equaling to 10% of the fees paid by customer in the applicable calendar month. Service Credit will be issued for future use only and must be requested by Customer. No refunds of cash value will be provided.


SLA Exclusions

The SLA does not apply to any of the following:

  • Features designated as beta, early access, free trial, limited preview, or preview
  • Sandbox environment to application signed with a key other than a production key
  • Downtime caused by any of the following:
    • Factors outside of FormX's reasonable control
    • Force majeure events
    • Customer’s software or hardware or third-party software or hardware under the customer’s control, or both
    • Abuses or other behaviors that violate the Agreement