How We Take Care of You
Our Promise to You! ✨
When we run things for you, we want you to know exactly how awesome it's going to be! This Service Level Agreement (SLA) is our happy promise to keep your system running beautifully and to be right there when you need a hand.
This applies whenever we build and run a system for you. If we ever agreed on something specific just for your super cool project, that special agreement will always come first!
1. What We Are Promising
This SLA covers the incredible systems we build and run for you at Linkysoft! It's our absolute guarantee that we're keeping a super close eye on everything to make sure it works perfectly.
2. What's Included (and What's Not!)
Included: We promise to keep the main system we operate for you up, running beautifully, and fully supported!
Not included: Things we simply can't control, like changes made by someone else, issues with your own internet connection, or outside tools breaking down. We still love you, but we can't fix the whole internet!
3. Keeping Your System Online
We work incredibly hard to keep your system online 24/7! Usually, we aim for an amazing 99.9% uptime (or even better!).
4. Getting Help Fast!
When you need help, we are totally ready! Here is exactly how quickly we jump into action based on how big the problem is:
| How Big Is It? | What It Means | How Fast We Respond |
|---|---|---|
| Super Critical | Everything is down or there is a scary security issue. | Within 1 hour, day or night! |
| High Priority | A huge piece is broken and there is no quick fix. | Within 4 business hours! |
| Normal | A small hiccup, or a bug we can easily work around. | Within 1 business day! |
| Low Priority | Just a quick fun question or a tiny tweak. | Within 2 to 3 business days! |
These times show how fast we start helping you! Getting it completely fixed might take a bit longer, but we will always keep you fully in the loop!
5. Keeping Things Shiny and New
Just like a cool sports car, your system needs regular tune-ups! We do these during quiet times and always try to let you know first. Sometimes, an emergency safety fix pops up, and we will jump right on it to keep you totally secure!
6. Safe and Sound Backups
We take awesome care of your data by backing it up regularly! It is our fantastic safety net just in case something goes a little sideways. Remember, though, it is always a great idea to keep your own copies of super important stuff too!
7. Things That Don't Count
Our amazing uptime promise doesn't cover bumps caused by:
- Routine tune-ups we already happily warned you about.
- Changes made by your team, or using the system in a way it wasn't meant to be used.
- Other companies or internet services having a bad day.
- Your own computers or Wi-Fi acting up.
- Crazy things nobody can control, like huge storms or the whole internet breaking.
- If we had to pause your account because of unpaid bills.
8. If We Ever Miss the Mark
If we ever fall short of our awesome uptime promise and it is our fault, you might get a credit on your account! More importantly, we promise to dive right in, figure out what went wrong, and make absolutely sure it never happens again!
9. How to Reach Out
Need help right now? Just email us at [email protected] or use our awesome contact page! Tell us exactly what's going on, and we'll get right on it. If it's super urgent, make sure to let us know so we can drop everything!
10. Staying in Touch
We might spruce up this document from time to time! You can always check the date at the top to see when it was last updated. We'd absolutely love to hear from you if you have any questions at all!