1. Service Commitment
HVAC Job Site Pro is committed to providing a highly reliable, enterprise-grade hosting and software infrastructure for your business. We offer a 99.9% Uptime Guarantee for both the public-facing website and the backend LocalDesk CRM system during any given billing cycle.
2. Definitions
- “Downtime” is defined as a period in which your website or the LocalDesk CRM is completely unavailable and unresponsive to external requests, excluding scheduled maintenance.
- “Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the billing cycle in which the services were in a state of Downtime.
- “Scheduled Maintenance” refers to planned network, hardware, or software updates. We will provide at least 48 hours advance notice for any scheduled maintenance that requires downtime, and we commit to performing such maintenance between 1:00 AM and 5:00 AM EST on weekends.
3. Service Credits
If the Uptime Percentage drops below our 99.9% guarantee, you are eligible for a Service Credit applied against your next monthly subscription fee. The credits are structured as follows:
- Uptime between 99.0% and 99.89%: 10% Service Credit
- Uptime between 95.0% and 98.99%: 25% Service Credit
- Uptime below 95.0%: 100% Service Credit (One free month)
To receive a Service Credit, you must submit a claim via email to our support team within 30 days of the incident. The claim must include the dates and times of the Downtime. Service Credits cannot exceed the total monthly subscription fee and have no cash value.
4. Exclusions
The SLA guarantee does not apply to any performance or availability issues that result from: (1) Factors outside of our reasonable control (e.g., natural disasters, war, acts of terrorism, or massive internet backbone failures); (2) Actions or inactions by you or your employees, including the injection of malicious code or deletion of critical database tables; (3) Expiration or issues related to third-party domain registrars not managed by us; (4) Outages caused by third-party APIs (e.g., Google Maps, Stripe, Mailgun) that are beyond our infrastructure control.
5. Support Response Times
We categorize support tickets based on severity. Critical issues (e.g., website completely offline, booking system failing to capture leads) will receive a response within 2 hours during normal business hours (8 AM – 6 PM EST, Monday – Friday), and within 4 hours on weekends. Non-critical issues (e.g., content update requests, CSS tweaks) will receive a response within 24 business hours.