Uptime service-level agreement (SLA)

This SLA applies to the Business and Enterprise plans of the Labelixa web product and to the Business Central plans whose plan listing (labelixa.com/pricing or the Microsoft AppSource offer) states that the Uptime SLA applies. This page is a summary; the binding text is Section 24.3.1 of the Terms of Service. In case of conflict, the Terms of Service prevail.

Who it covers

• Business and Enterprise plans, and the Business Central plans whose plan listing states the Uptime SLA: 99.5% monthly uptime.
• Enterprise: up to 99.9% monthly uptime is available by contract.
• Free, Starter and Professional plans: no SLA.

How uptime is measured

• Uptime is measured per calendar month (UTC) and published on our status page, which is the measurement source for this SLA.
• Monthly uptime = minutes the service was available ÷ minutes in the month, excluding the exclusions below. Force majeure does not remove downtime from this calculation.

Service credits

• Monthly uptime below 99.5%: a credit of 10% of that month's fee.
• Monthly uptime below 99.0%: a credit of 25% of that month's fee.
• Credits never exceed that month's fee (fees excluding taxes; the higher rate applies, not both).
• The remedy is a service credit only. There is no cash refund. The credit is recorded on your Labelixa account and applied against future Labelixa fees for that subscription: the next invoice(s), or for an annual plan the next renewal, until it is used up. A subscription bought through a marketplace or Shopify is credited the same way, against future Labelixa fees for that subscription; the credit is not paid out through the channel.
• Unused credit lapses when the subscription ends and is never paid out in cash. To the extent permitted by applicable law, service credits are the sole and exclusive remedy for any failure to meet the Uptime SLA.

Exclusions

• Maintenance announced on the status page at least 48 hours in advance, up to 4 hours per calendar month.
• Problems in the customer's own network, printers, or the machine running the DirectPrint agent.
• Abuse, and requests rejected for exceeding the plan's quota or rate limits.

How to claim a credit

• Email [email protected] within 30 days after the end of the affected month, with your account email and the month concerned.
• We check the claim against the status page figure for that month and apply the credit as described above.

See the status page