Service Level Agreement (SLA)

This Service Level Agreement, originally published as a standalone document, has been superseded in its entirety by Section 13 of the Terms of Service, effective June 20, 2024. As of that date, this standalone Service Level Agreement is no longer in effect and carries no independent legal force.

For the current and binding service level provisions governing the Exlink platform, please refer to the Terms of Service, Section 13.

The Terms of Service, Section 13 addresses the following subject matter:

(a) Service Availability Commitment. The Company’s commitment to maintain 99.5% Service Availability during each calendar month, exclusive of periods of Scheduled Maintenance and Force Majeure events.

(b) Service Credits. The entitlement to a credit of 5% of the monthly fee for each full percentage point below the 99.5% threshold, subject to a maximum credit of 100% of the applicable monthly fee.

(c) Maintenance Notice. The obligation to provide at least forty-eight (48) hours advance notice of scheduled maintenance via email or platform notification.

(d) Support Services. The availability of support services Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, excluding U.S. federal holidays, with a response target of within twenty-four (24) hours during business hours.

(e) Client Responsibilities. The Client’s obligations to maintain compatible devices, implement reasonable security measures, and promptly notify the Company of any issues affecting service performance.

(f) Liability Limitation. The limitation of the Company’s liability to the issuance of Service Credits as the sole and exclusive remedy, with no liability for indirect, special, incidental, consequential, or punitive damages arising from service level failures.

All questions regarding service levels and availability should be directed to security@exlink.org.