Service Legal Agreement

Our service guarantee

DM Digital SRL guarantees that our service (Timeneye) will be available to the internet 99% of any given month per this Service Level Agreement (from here on referred to as "SLA").
Please note that terms and conditions apply.
Timeneye SLA may be modified or revised without notice.

Applicable

This Service Level Agreement applies to "YOU" if YOU have a paid subscription and you are in good financial standing with DM Digital SRL (eg. No overdue invoices).

Consist

  • *.timeneye.com reachability: this IS guaranteed by our SLA;
  • *.timeneye.com functioning and performance: this IS NOT guaranteed by our SLA. However, in case of problems with Timeneye, anyone who feels they are negatively affected in their work because of that should write to This email address is being protected from spambots. You need JavaScript enabled to view it. and we'll get that taken care of.

Outage credits

Any failure longer than 1 hour that is guaranteed within our SLA will be credited as the following:

  • 2 hours outage: one day free credit;
  • 4 hour outage: two days free credit;
  • each additional 2 hours: one day free credit.

Credits are calculated based on the workspace subscripton's value, and are assigned only to the workspaces that had an active paid subscription at the moment of the service outage.

SLA terms and conditions

  • DM Digital SRL offers SLA credits directly to the client, those credits are non-transferable and may not be exchanged for currency of any kind;
  • This SLA is valid to DIRECT clients only, DM Digital SRL is not liable for any downtime caused by a reseller of its services;
  • Outage due to Scheduled Windows Maintenance is not eligible for SLA credit. Outage due to your behaviour/actions is not eligible for SLA credit;
  • False SLA claims may incur with a $20.00 administrative fee per offence;
  • All SLA claims must be must be submitted within one week (seven days) of the outage to our Support Team through ticket system ONLY;
  • SLA claims can only be submitted by the authorised account ONLY, claims from other accounts will be denied;
  • Any outage outside of DM Digital SRL control including, without limitation, network provider outages, natural disasters including weather conditions, flood, fire, strike or other labour disturbance, interruption or delay of transport, interruption or delay of telecommunications or third party services (including DNS propagation) or failure of third party software/hardware is not eligible for SLA credit;

Limitations

Continuous occurrences may not be due to DM Digital SRL network or hardware.
The uptime of our service is defined solely by the staff at DM Digital SRL, and not any one client's experience.

Last update: February 26, 2018

Timeneye ©2018 DM Digital SRL - All Rights Reserved
DM Digital SRL - Via Rainusso 144, 41124 Modena - Italy
P.I. 03432250367 - REA MO-387317