Service Level Agreement (SLA)

1. Service Description

SHIFTSIG provides email signature management services to the Customer.

2. Service Availability

SHIFTSIG strives to maintain 99.5% uptime of its email signature management platform, excluding scheduled maintenance. Customers can check the current status, uptime history, and any ongoing incidents or scheduled maintenance on our Service Status page. This page provides real-time updates on our service availability and performance.

3. Customer Support

  • Support hours: Monday to Friday, 9 AM to 5 PM (Europe/Berlin time, GMT+1/GMT+2)
  • Response time for critical issues: Within 8 business hours
  • Response time for non-critical issues: Within 3 business days

4. Customer Responsibilities

The Customer is responsible for:

  • Providing accurate information for email signatures
  • Maintaining the security of their account credentials
  • Reporting issues promptly through designated channels

5. Limitations and Exclusions

  • SHIFTSIG is not responsible for issues caused by the Customer’s email service provider or internet connectivity
  • Force majeure events are excluded from this SLA
  • SHIFTSIG reserves the right to modify the service with reasonable notice

6. Amendments

This SLA may be amended by SHIFTSIG with 30 days’ notice to the Customer.

7. Liability

SHIFTSIG’s liability is limited to the pro-rated amount paid by the Customer for one month of service, regardless of the billing cycle. For Customers on yearly plans, this amount will be calculated as 1/12th of the annual fee paid. SHIFTSIG is not liable for any indirect, incidental, or consequential damages.

In no event shall SHIFTSIG’s total liability exceed the lesser of:

  • The pro-rated monthly amount as calculated above, or
  • The actual amount paid by the Customer for the service in the month preceding any claim.

8. Terms and Termination

This SLA is effective from the date of service activation and continues until service termination. Either party may terminate with 30 days’ written notice.

By using SHIFTSIG’s services, the Customer agrees to the terms of this SLA.

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