Service Level Agreement (SLA)

Technical Support

We provide technical support for all Customer Account holders free of charge. To receive technical support, the Customer must fill in the form online under the “Contact” section of Website or email support@justgetproductive.com. Technical support is provided for matters directly related to Cloud Services and does not include support on third-party software, Third-Party Content, or any software that is pre-installed.

Service Level Agreement

We will use commercially reasonable efforts to make its Cloud Services available with a Monthly Uptime Percentage of at least 99.95 %, in each monthly billing cycles’ service period. In the event we do not meet our commitment, you will be eligible to receive a service credit. The monthly uptime percentage is calculated by subtracting from 100% the percentage of minutes during the month in which your Cloud Services were unavailable. A Service Credit is a dollar credit, calculated as set forth below, that we may credit back to an eligible account.

For a Cloud Service to be considered unavailable, it must be inaccessible by each and all of your End-users, and the problem must be related exclusively to us and our systems. Cloud Service is not regarded as unavailable if an End-user’s device configuration or environment (firewall, local ISP, viruses, software installed, etc. on End-user’s device) is blocking the connection making the cloud desktop inaccessible to the End-user.

Service Credits are calculated as a percentage of the total charges paid by you for the Cloud Services:

Less than 99.95% but equal to or greater than 99.0% = 10% Credit Percentage

Less than 99.0% = 30% Credit Percentage

We will apply any Service Credits on your next invoice. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Unavailability occurred. Service Credits will not entitle you to any refund or other payment from Just Get Productive, LLC. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account.