Service Level Agreement

Effective: June 1, 2020

Ten Thousand Coffees provides a 99.9% Uptime commitment for all enterprise customers (our Service Level Agreement or SLA).

SLA breakdown

Downtime

Downtime is the overall number of minutes Ten Thousand Coffees was unavailable during a month.

Downtime excludes the following:

• Slowness or other performance issues with individual features (link expansions, search, file uploads, etc.)
• Issues that are related to external apps or third parties, including shared channels
• Any products or features identified as pilot, alpha, beta or similar
• External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
• Scheduled Downtime for maintenance

Uptime Commitment

Uptime is the percentage of total possible minutes Ten Thousand Coffees was available during a month. Our commitment is to maintain at least 99.9% Uptime:

[(total minutes in  month - Downtime) / total minutes in month] > 99.9%

Scheduled Downtime

Sometimes we need to perform maintenance to keep Ten Thousand Coffees working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours advance notice. In a year, scheduled downtime won’t exceed 10 hours.

Updates

As our business evolves, we may change our Service Level Agreement. Customers can review the most current version of the Service Level Agreement at any time by visiting this page.

‍