OneSignal strives to provide our Enterprise Service customers with the very best in support for our Enterprise Platform customers. While the details in this Service Level Agreement (“SLA”) may change from time to time, we promise that any such changes will still deliver the same value we committed to provide from the outset. Sometimes that means replacing a type of support service with a more meaningful or suitable one. Or sometimes that means adding a support service to support new features on the platform. If we do make a change to this SLA, we will give you reasonable advance notice (and always at least 30 days) before the change is effective. Regardless of the change, our commitment to delivering the value of the support you purchased will not waver.
SECTION 1. ACCOUNT SERVICES AND RESOURCES
- Designated Customer Success Manager
- Monthly check-in call
- Annual Executive Presentation including Product and/or Executive team members
- Access to e-training and materials
- Heightened technical support
SECTION 2. ENTERPRISE CUSTOMER SUPPORT
- Product Support. Product support covers general product questions like how to use a specific feature of our product. It is available via chat in dashboard and documentation pages, or via email to support@onesignal.com, 24 hours per day, 7 days a week, 365 days a year. For more technical queries, responses may be delayed during weekends and local holidays.
- Severity. Upon receiving a request, OneSignal will classify and prioritize the problem according to the Severity Code Table below:
Problems may be reported any time, however, OneSignal will not be obligated to assign work after business hours (9 a.m. to 5 p.m. Pacific Time) to problems that are not classified as Severity 1.
To report Severity 1 and Severity 2 issues, email support+priority@onesignal.com. All other queries should go to support@onesignal.com
Severity Codes
Severity 1 – Services Unavailable – Critical
Response Time: 4 hours
Resolution Goal: 1 calendar day
Description: Critical systems or Services down
Severity 2 – Services Impacted – Limited Availability
Response Time: 1 business day
Resolution Goal: 5 business days
Description: Service performance is negatively impacted, scope can vary
Severity 3 – Business Impact
Response Time: 1 business day
Resolution Goal: 15 business days
Description: Minimal impact to availability or partial loss of functionality
Severity 4 – General Inquiry
Response Time: 5 business days
Resolution Goal: 1 month
Description: Technical requests for information
SECTION 3. SERVICE LEVEL METRICS AND SERVICE CREDITS
- Scheduled Downtime. When needed, OneSignal will schedule downtime for routine maintenance or system upgrades (“Scheduled Downtime”) for its Services. OneSignal shall exercise commercially reasonable efforts to schedule Scheduled Downtime outside of peak traffic periods. OneSignal will notify Customer’s designated contact at least one calendar week prior to the Scheduled Downtime.
- Systems Accessibility Requirement
(1) The Services will be accessible 99.9% of the time, 7 days of the week, and 24 hours per day, as calculated over a calendar month (“Uptime Requirement”); and
(2) The Customer Data provided by the Services will be updated regularly and delayed no longer than twelve (12) hours following delivery of correctly formatted Customer Data submitted for ingestion (“Update Requirement”) (Uptime Requirement and Update Requirement, collectively the “Systems Accessibility Requirement”).
(3) Such System Accessibility Requirement shall not apply to, and OneSignal will not be responsible for, any inaccessibility which: (i) lasts less than 15 minutes; (ii) results from Scheduled Downtime; (iii) results from a failure of equipment, software or services not under the direct control of OneSignal, provided that OneSignal has conducted appropriate due diligence and taken reasonable steps to ensure continuity and guard against disruption; or (iv) is a result of causes beyond the reasonable control of OneSignal, including any force majeure event. To the extent solely under OneSignal’s control, OneSignal shall be responsible for maintaining adequate controls over Customer Data transmissions and storage and for monitoring such transmissions and storage. OneSignal will use commercially reasonable efforts to bring to Customer’s attention any failure to access the OneSignal Services within 5 days of the inception of any such event. OneSignal shall be solely responsible for setting applicable data processing and transmission parameters.
- If the Services fail to meet the Systems Accessibility Requirement, Customer’s sole and exclusive remedy, and OneSignal’s entire liability will be for OneSignal to credit Customer’s account with service level credits (the “Service Level Credits”), to be applied against Customer’s next billing period as follows:
Hours Below Uptime Requirement
Service Level Credits
1 hours to 2 hours
1 day prorated monthly Subscription Fees
> 2 hours, per hour of inaccessibility
1 day prorated monthly Subscription Fees per hour of unavailability
Delay Past Update Requirement
Service Level Credits
Any delay over twelve (12) hours within a 24 hour period
1 day prorated monthly Subscription Fees
- To receive a Service Level Credit, Customer must submit a written request for Service Level Credits to Customer’s Designated Account Manager or the OneSignal support team. To be eligible, the request must (i) include the dates and times of each incident of downtime experienced by Customer in the preceding month; and (ii) be received by OneSignal within thirty days after the end of the current monthly period in which the downtime occurred.
- Upon receipt of a Service Level Credit request in compliance with the above requirements, OneSignal shall have 30 days to review the request and to validate the information provided. If, OneSignal determines in good faith that the Services failed to meet the Systems Accessibility Requirement as alleged in such a request, then OneSignal will apply such Service Level Credits to the Customer's next billing period. Customer’s failure to comply with the provisions of Section 2.C. above will disqualify it from receiving a Service Level Credit.
- Any Service Level Credits issued for any given month shall not exceed 50% of Customer’s Subscription Fees for such month.