1. Scope and Applicability

This Service Level Agreement (“SLA”) describes the level of cloud service availability (i.e. uptime) and support services We will provide to You when you are subscribed to our Free, Basic, or Professional plans.

2. Cloud Service Uptime

We will use commercially reasonable efforts to provide You with access to Our Cloud Service twenty-four hours, seven days a week (24×7), at a monthly uptime rate of 99.1%.

2.1. Cloud Service Uptime Measurement

We will begin measuring Our Cloud Service Uptime on the mutually agreed to-be determined go-live date, which shall be after the actual go-live date. The actual “Go-Live Date” shall be the date on the following conditions have been met:

2.1.1. We have, for the first time, provided You with access to the Cloud Service in the production environment;
2.1.2. You and We complete end-user testing; and
2.1.3. You can access the production environment with production data for the first time.

However, We may be unable to guarantee the uptime rate in some cases. Thus, the Cloud Service Uptime Measurement shall not apply to performance issues caused by the following:

2.1.4. Overall internet congestion, slow down, or unavailability;
2.1.5. Unavailability of generic internet services (e.g., DNS servers);
2.1.6. Virus or hacker attacks;
2.1.7. Force majeure events;
2.1.8. Actions or inactions of You or third parties beyond our control;
2.1.9. A result of Your equipment or third-party computer hardware, software, or network;
2.1.10. Infrastructure not within our control; and
2.1.11. Scheduled maintenance.

3. Scheduled Maintenance

3.1. Maintenance Hours

Scheduled maintenance hours for the Cloud Services are as follows:

3.1.1. Monday to Friday from 00:00h – 04:00h CET.
3.2.2. Saturday and Sunday from 00:00h -24:00h CET.

3.2. Maintenance Notification

Administrators will be notified at least 12 hours in advance via email of any scheduled downtime longer than 10 minutes.

4. Support Services

You may contact Our Support Team anytime during the hours specified below or visit Our Help Center to resolve Your questions.

4.1. Support Hours

4.1.1. General queries and feedback / Professional services

Contact Methods

E-Mail / Chat: support@filestage.io

Calls / Video Calls: Upon request.

Support Hours

Monday 8:00h to Friday 21:00h CET

First Response Time

Within four (4) hours during support hours.