1. Scope
This Service Level Agreement ("SLA") describes Triostack's standard service expectations for TriostackOne availability and support. Where a Customer has a signed Order Form or master agreement that includes contractually agreed SLA commitments, those commitments control over this page to the extent of any conflict.
2. Definitions
- Downtime
- Any period during which the Services are unavailable to a Customer for reasons other than those listed in Section 8.
- Monthly Uptime Percentage
- The percentage of total minutes in a calendar month during which the Services were available, calculated as described in Section 4.
- Service Credit
- A credit, calculated as a percentage of the fees for the affected billing period, that Triostack may apply to an eligible Customer's account where a contractually agreed SLA commitment applies and is not met.
3. Service Availability
4. Availability Measurement
Monthly Uptime Percentage is measured by Triostack's monitoring systems over each calendar month, based on the availability of core platform functionality. Where a live status system is published, historical availability may also be reflected on the Status page.
5. Scheduled Maintenance
Triostack performs scheduled maintenance from time to time to maintain and improve the Services. Where practicable, Triostack provides advance notice of scheduled maintenance windows that are reasonably likely to affect availability, such as through an in-product notice or the Status page. Scheduled maintenance performed with reasonable notice is excluded from Downtime.
6. Emergency Maintenance
Triostack may occasionally need to perform emergency maintenance without advance notice, such as to address a security vulnerability or critical issue. Triostack will communicate about emergency maintenance as soon as reasonably practicable.
7. Service Credits
Where a Customer's Order Form includes a contractually agreed SLA commitment and Triostack fails to meet it in a given month, the Customer may be eligible for a Service Credit as described in that Order Form. Service Credits are not available where the standard service expectations on this page apply without a contractual SLA commitment.
8. Exclusions
Downtime does not include unavailability caused by or resulting from:
- scheduled maintenance performed with reasonable notice;
- factors outside Triostack's reasonable control, including force majeure events;
- a Customer's or User's equipment, software, or internet connectivity;
- a Customer's breach of the Terms of Service or the Acceptable Use Policy;
- Third-Party Services not provided by Triostack; or
- suspension of the Services in accordance with Terms of Service, Section 14.
9. Customer Responsibilities
Customers are responsible for maintaining supported browsers and network connectivity, promptly reporting suspected availability issues through the support channels in Section 10, and providing information reasonably requested to help diagnose an issue.
10. Support Channels
Support is available through the channels described in the Customer's plan or Order Form, which may include email, an in-product help center, or a dedicated support portal. Availability of specific channels may vary by Subscription plan.
11. Severity Levels
| Severity | Description |
|---|---|
| P1 — Critical | Complete or near-complete loss of access to the Services for a Customer, with no workaround. |
| P2 — High | Major functionality significantly impaired, with a limited workaround available. |
| P3 — Medium | Minor functionality impaired, with a reasonable workaround available. |
| P4 — Low | General questions, minor issues, or feature requests with no material business impact. |
12. Response Targets
| Severity | Target Initial Response |
|---|---|
| P1 — Critical | [P1 RESPONSE TARGET] |
| P2 — High | [P2 RESPONSE TARGET] |
| P3 — Medium | [P3 RESPONSE TARGET] |
| P4 — Low | [P4 RESPONSE TARGET] |
Response targets describe Triostack's standard support expectations and, unless a signed Order Form states otherwise, are not contractually guaranteed, credit-bearing commitments.
13. Resolution Targets
Because resolution time depends heavily on the nature of an issue, Triostack does not publish fixed resolution-time targets on this page. Where a Customer's Order Form includes specific resolution commitments, those commitments control for that Customer.
14. Service Credit Request Process
Where a contractual SLA commitment applies, a Customer must request a Service Credit in writing to info@triostack.in within a reasonable time after the end of the affected month, describing the incident and the relevant dates and times.
15. SLA Limitations
This page describes Triostack's standard service and support expectations. It does not, by itself, create a contractual SLA commitment or entitlement to Service Credits unless a signed Order Form or master agreement expressly incorporates specific SLA commitments.
16. Force Majeure
Neither party is responsible for delay or failure to perform caused by events beyond its reasonable control, including natural disasters, internet or telecommunications failures, and acts of government.
17. Changes
Triostack may update this SLA from time to time in accordance with Terms of Service, Section 19. Contractually agreed SLA commitments in a signed Order Form are changed only as permitted by that Order Form.
18. Contact
Questions about this SLA can be directed to info@triostack.in or via Legal Contact.