Trustvoice Service Level Agreement (SLA)

Last modified: April 28, 2026

During the Term of the Trustvoice Service Agreement (as applicable, the “Agreement”), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.95% (the “Service Level Objective” or “SLO”).

If Trustvoice does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below. This SLA states Customer’s sole and exclusive remedy for any failure by Trustvoice to meet the SLO.

Capitalized terms used, but not defined, in this SLA have the meanings given to them in the Agreement.

Definitions

The following definitions apply to the SLA.

  • “Covered Service” means Trustvoice widgets and APIs for displaying reviews on Customer’s website(s).

  • “Downtime” means loss of external connectivity or more than five percent user error rate due to the failure of Trustvoice’s systems.

  • “Downtime Period” means a period of two consecutive minutes of Downtime. Intermittent Downtime for a period of less than two minutes will not be counted towards any Downtime Periods.

  • “Financial Credit” means the following:

Monthly Uptime Percentage Percentage of monthly bill for Covered Service which does not meet SLO that will be credited to future
99.0% - 99.95% 10%
95.0% - 99.0% 30%
< 95.0% 50%
  • “Monthly Uptime Percentage” means total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.

Customer Must Request Financial Credit

In order to receive any of the Financial Credits described above, Customer must notify Trustvoice support within thirty days from the time Customer becomes eligible to receive a Financial Credit.

Customer must also provide Trustvoice with server log files showing loss of external connectivity errors and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit. If a dispute arises with respect to this SLA, Trustvoice will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information, which Trustvoice will make available for auditing by Customer at Customer’s request.