MultiSigner
This Service Level Agreement ("SLA") is entered into by and between SparkRelay Tech Services ("Company," "we," "us," or "our"), with registered address at 2000 Hogback Rd, Suite 6, Ann Arbor, MI 48105-9735, USA, and the customer that has agreed to our Terms and Conditions and uses the MultiSigner electronic document signing service (the "Service"). This SLA sets out the availability target for the Service, how availability is measured, and the service credits available if we fail to meet that target. Capitalized terms not defined in this SLA have the meaning given in the Terms and Conditions.
The Company will use commercially reasonable efforts to make the Service available with a Monthly Availability of at least 99.5%, measured on a calendar-month basis. The Service is delivered from automatically load-balanced infrastructure across servers in the United States and Canada to provide greater efficiency and resilience.
Monthly Availability is calculated using the following formula:
Monthly Availability % = ( Total Minutes in Month − Downtime Minutes − Scheduled Maintenance Minutes ) ÷ ( Total Minutes in Month − Scheduled Maintenance Minutes ) × 100
Availability is monitored at five (5) minute intervals from one or more external monitoring locations. A period is counted as unavailable when the monitoring checks confirm that the Service fails to respond to a valid request.
Downtime does not include, and no Service Credit is payable for, unavailability arising from any of the following ("Excluded Downtime"):
The Company may perform routine maintenance, upgrades, and configuration changes ("Scheduled Maintenance"). The Company will use reasonable efforts to:
Scheduled Maintenance is excluded from the availability calculation.
The Company monitors the Service continuously and may, upon request, provide the Customer with a monthly availability report. The Company's monitoring records shall be the basis for determining Downtime and any Service Credits, unless the Customer provides clear evidence to the contrary.
The Company provides email support at info@multisigner.vip. Initial response-time objectives, by severity, are as follows:
| Severity | Description | Initial response objective |
|---|---|---|
| Critical | Service-wide outage or complete unavailability | within 1 hour (business hours) |
| High | Major functionality unavailable, no workaround | within 4 hours (business hours) |
| Medium | Partial functionality affected, workaround available | within 1 business day |
| Low | General questions or minor issues | within 2 business days |
Support is provided during business hours (Monday to Friday, 9:00–18:00 US Eastern Time, excluding public holidays). Response times are objectives, not guarantees, and do not themselves give rise to Service Credits.
If Monthly Availability falls below 99.5% in a calendar month, and provided the Customer submits a valid claim under Section 10, the Customer will be entitled to the following Service Credits, applied to the Customer's account:
| Monthly Availability | Service Credit (% of Monthly Fees) |
|---|---|
| 99.0% – 99.49% | 5% |
| 98.0% – 98.99% | 10% |
| 95.0% – 97.99% | 15% |
| Below 95.0% | 25% |
Service Credits are issued as credits to the Customer's MultiSigner account (for example, additional signing credits), are not redeemable for cash, and are subject to a maximum of twenty-five percent (25%) of the Monthly Fees for the affected month. Service Credits may not be transferred or combined across months.
To receive a Service Credit, the Customer must submit a written request to info@multisigner.vip within thirty (30) days after the end of the calendar month in which the availability shortfall occurred, including: (a) the Customer's account identifier; (b) the affected month; and (c) a description of the incident, including dates and times. The Company will evaluate the request against its monitoring records and apply any validated Service Credit within thirty (30) days of receiving a complete request. Failure to submit a request within the thirty (30) day period waives the right to a Service Credit for that month.
Service Credits are the Customer's sole and exclusive remedy for any failure to meet the availability commitment set out in this SLA. Nothing in this SLA limits the Company's liability to the extent it cannot be limited under applicable law, and this SLA is subject to the disclaimers and limitations of liability set out in the Terms and Conditions.
This SLA does not cover, and no Service Credit is payable in respect of: (a) the accuracy, legal validity, or enforceability of any electronic signature, or the content of any document signed through the Service; (b) the availability or performance of any third-party service (including any payment provider or Merchant of Record, the email provider, a TSA, or any IP geolocation service); or (c) the performance of any feature that is outside the Service's core signing functionality. The Company may update this SLA from time to time; the version in effect at the time of an incident will apply to that incident.
This SLA applies for as long as the Customer uses the Service, and it terminates automatically when the Customer's account is terminated or the Service is discontinued. The Company may amend this SLA by posting an updated version; continued use of the Service after the effective date constitutes acceptance.
For questions regarding this SLA or to report an outage, please contact:
SparkRelay Tech Services
2000 Hogback Rd, Suite 6, Ann Arbor, MI 48105-9735, USA
Email: info@multisigner.vip
Website: https://multisigner.vip