Support & SLA
Last updated: 1 October, 2023
Service Level terms
Uptime SLA. Tailwind will provide the Service to Customer with at least 99.9% availability measured on a monthly basis. The Service will be deemed unavailable based on app uptime reported at status.onTailwind.com (“Disruption”); provided that it will not be a Disruption if the Service is unavailable because of (i) general internet problems or outages caused by power supply carriers; (ii) malfunction of equipment, systems software, network connections or other infrastructure not owned or operated by Tailwind; (iii) force majeure events or other factors outside the reasonable control of Tailwind or (iv) scheduled service or maintenance or reasonable emergency maintenance.
If Tailwind fails to meet the Availability Standard in a particular month and Customer makes a request for service credits within 7 days after the end of such month, Customer will be entitled to a credit based on the monthly portion of the annual fees due for the affected Service in such month (“Service Credit”). The Service Credit is calculated as follows:
| Service Availability Percentage | Service Credit (% of monthly fees) |
|---|---|
| 99.9% or greater | No Credit |
| 99.00% to 99.9% | 5% |
| 98.5% to 99.00% | 10% |
| 98.00% to 98.5% | 15% |
| 97.5% to 98.00% | 20% |
| Less than 97.5% | 25% |
Support SLA. Tailwind shall respond to all support requests within the following times based on Customer's designation of the severity of the associated error. If, during the support inquiry process, the support issue warrants assignment of a higher or lower severity level, Tailwind will upgrade or downgrade the severity level of the issue according to the severity level that most appropriately reflects the issue’s current impact on the Service. Tailwind does not guarantee resolution times; resolution may consist of a short-term patch or workaround and longer-term Service update(s), as required by the situation.
| Severity Level | Initial Response Time | Update Interval |
|---|---|---|
| Level 1 - total outage of the Service, defined as complete unavailability of the Service | 4 hours from Tailwind discovery of issue | Update provided via status system every hour until the issue is resolved |
| Level 2 - an error, other than a Severity Level 1 error, that materially impairs functionality or availability of the Service | 48 hours from Tailwind discovery of issue | Update provided via status system every two hours until the issue is resolved |
| Level 3 – an error that does not significantly affect Service functionality or availability | 48 hours from Tailwind discovery of issue | Periodic updates provided via the customer success team |