Service Level Agreement
Service Commitment
Grateful Estate will use commercially reasonable efforts to make our web-based legacy management platform (the “Platform”) operational and available at least 99% of the time during any calendar month, subject to the exclusions set forth below (the “Service Commitment”). Our Service Commitment is measured through an independent third party and can be found at: https://status.gratefulestate.com/
Service Credit
If Grateful Estate fails to meet this Service Commitment for any calendar month, and such failure impacts a Subscriber (i.e., the failure occurred during a time when the Subscriber or its users would normally be accessing the Platform and not during off-hours), the Subscriber will be entitled to a 25% credit on its next month’s invoice. To report a failure and receive a service credit, please contact care@gratefulestate.com within 30 days after the end of the month in which the failure occurred. Credits will not be issued after such period. Issuance of service credits is the sole and exclusive remedy for any failure by Grateful Estate to meet the Service Commitment.
Exclusions
The Service Commitment does not include or apply to the following:
- Minimal Downtime. Intermittent interruption or downtime for a period of less than ten (10) minutes.
- Scheduled Maintenance. Occasional maintenance of the Platform to add resources, upgrade software, install security patches, etc. Scheduled Maintenance will typically occur during the period of lowest anticipated system usage. System notification is generally provided in advance of Scheduled Maintenance. During Scheduled Maintenance, certain components of the Platform may be offline, or may be operating in less redundant modes, or may be operating at reduced capacity levels, while maintenance is performed.
- External Factors. Any unavailability caused by circumstances beyond Grateful Estate’s reasonable control, including, but not limited to, power outages, external forces affecting the reliability of the internet, and computer systems or other devices through which the Subscriber or its users access the Platform.
Updated: January 24, 2021. This Service Level Agreement may be updated from time to time.
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