Service Level Agreement

WiselyWise provides an industry-leading product and is pleased to support it with this Service Level Agreement (“SLA”). This SLA is incorporated into the Customer's Agreement with us. Terms not defined here have the definitions set out in the Agreement. The remedies in this SLA are the Customer's sole and exclusive remedy for issues it covers. We may update this SLA from time to time and will notify the Customer of changes, including the effective date.

Service Availability

WiselyWise depends on our hosting partner for service availability. They currently provide 99.95% service availability, calculated on a calendar-month basis as total minutes the Service is available divided by total minutes in the month, less Excused Downtime. WiselyWise does not take responsibility for this figure directly, as we are dependent on our hosting partner — our responsibility is limited to coordinating with them on availability. Customers should report availability issues to us via the contact form.

Excused Downtime

“Excused Downtime” means:

Scheduled outages or force majeure events.
Downtime caused by a non-standard environment, Customer machine access, the Customer's violation of the Agreement (including the Acceptable Use Policy), Customer- authored code, changes by parties other than WiselyWise, or use that exceeds the Customer's plan capacity.
Emergency maintenance, such as to patch a security vulnerability.
Maintenance performed during the scheduled maintenance window.

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