Service Level Agreement

Iconnek provides a 99.9% uptime commitment for customers on any paid plan.

Downtime

Downtime is the overall number of minutes iconnek is unavailable during a fiscal quarter (three month periods). Iconnek calculates unavailability using server monitoring software to measure the server side error rate, ping test results, web server tests.

Downtime excludes the following:

• Slowness or other performance issues with individual features (task history, replay, workflow editing).

• Issues that are related to external integrations or third parties.

• Any products or features identified as pilot, alpha, beta, or similar.

• External network or equipment problems outside of our reasonable control, such as DNS issues or cloud provider downtime.

• Scheduled downtime for maintenance.