YSoft SAFEQ Cloud
Service Level Agreement
The level of performance and service standards you can
expect with YSoft SAFEQ Cloud.
Effective starting: November 2024
Starter
The starting tier guarantees your service is operational with 98.0% uptime and basic covered experience.
- Availability commitment: 98.0%
- Basic covered experience
-
Critical incident response only
Include commitments to respond to severe incidents
Standard
This tier guarantees your service is operational with 99.9% uptime and advanced covered experience.
- Availability commitment: 99.9%
- Advanced covered experience
- Eligible for service extension
-
Broad incident response
Include commitments to respond to severe, major, and unclassified incidents
Premium
This tier guarantees 99.9% uptime, advanced experience, 24/7 support, and customization assistance.
- Availability commitment: 99.9%
- Advanced covered experience
- Eligible for service extension
-
Enhanced incident response
Include commitments to respond to severe, major, and unclassified incidents
Covered Experience
| Experience Guarantees* | Basic Experience | Advanced Experience |
|
Processing print and scan jobs submitted from:
|
✔️ | ✔️ |
| Releasing print jobs using a variety of methods, including SAFEQ Cloud embedded terminals | ✔️ | ✔️ |
| Interaction between gateway and cloud (hybrid installation) | ✔️ | ✔️ |
| Print jobs submitted via IPP Protocol | ✔️ | |
| Integrations using API calls | ✔️ |
* Experiences outside of Y Soft's control are excluded from these guarantees.
Service Extensions
| Availability | Service Extension* |
| Less than 99.9% but greater than or equal to 99.0% | 10% |
| Less than 99.0% but greater than or equal to 95.0% | 25% |
| Less than 95% | 50% |
| *Percentage of the monthly service term attributed to the affected Eligible Cloud Product. | |
If Y Soft confirms a failure to meet the Availability commitment, Y Soft will apply the Service Credit solely as a service extension. Instead of applying Service Credits to future payments, the service term will be extended accordingly, ensuring continued service provision rather than financial credit. The aggregate maximum service extension granted will not exceed the equivalent duration of the affected Cloud Product's Downtime during that invoice billing period.
Exclusive Remedies: Service Credits are the User's exclusive remedy and Y Soft's liability for Y Soft's failure to meet the Availability Commitment.
Incident Response
The SLA tiers vary in their commitments regarding incident responses. Starter only offers critical incident responses, whereas Standard and Premium also offer response procedures for major and unclassified incidents.
Critical Incidents
These are severe issues in which the product or parts not included in the covered experiences stop working or there’s a possible breach.
Major Incidents
Major incidents significantly affect parts of the product outside of our covered experiences or disrupt key functions, but do not shut down the service.
Unclassified Incidents
These incidents are classified as smaller issues or questions that don't meet the Critical or Major classification criteria.