1. Introduction
This Service Level Agreement ("SLA") describes the availability target, support response targets, data safeguards and service credits for TopReach, which is provided by Inkris Technologies Inc. ("TopReach", "we", "us" or "our").
This SLA is part of the TopReach Terms of Service. It applies only to active, paid business customers in good standing, unless a separate written agreement signed by us says otherwise. Words defined in the Terms mean the same thing here. Where this SLA sets a specific rule about availability, support targets or service credits, that rule applies. Otherwise, the Terms control.
2. Platform availability target
We target 99.5% monthly availability for the core platform, measured over each calendar month. This is a service target, not a promise that the Services will be uninterrupted or error-free.
The "core platform" is the TopReach web app that our systems run: signing in, the CRM, and the dialer and inbox screens. It doesn't include the carrier networks and third-party services that calls, texts and emails travel over.
2.1 Definition of Downtime
"Downtime" means the total minutes in a calendar month during which the core platform is unavailable to most active paid customers because of an issue within our reasonable control. Downtime does not include:
- Scheduled maintenance, emergency maintenance, or maintenance needed for security, stability, upgrades or infrastructure changes.
- Issues caused by the customer, its users, devices, networks, integrations or configuration.
- Issues with third-party providers, including cloud infrastructure, payment processors, telephony providers, texting providers, email providers, internet service providers, carriers and external APIs.
- Beta, trial, preview or free features, unless a written agreement expressly includes them.
- Events beyond our reasonable control, including government action, natural disasters, cyberattacks, labour disputes, civil unrest, war, terrorism and widespread internet or power outages.
2.2 How we measure
Monthly uptime is the total minutes in the month minus Downtime minutes, divided by the total minutes in the month, shown as a percentage. We measure availability with our own monitoring, and our records decide whether we met the target.
3. Support response targets
Support is by email only, at support@gettopreach.com. We don't offer phone support. For a Critical issue, put "Urgent" at the start of the subject line.
We provide support on a commercially reasonable basis. The response targets below apply to active paid customers in good standing and are measured during business hours from when we receive your email:
| Severity | Definition | Initial Response Target | Resolution Target |
|---|---|---|---|
| Critical | Core platform is unavailable for most users and there is no reasonable workaround | 1 business hour | Commercially reasonable efforts |
| High | Major paid functionality is materially impaired for multiple users | 4 business hours | Commercially reasonable efforts |
| Medium | Non-critical functionality is impaired or a workaround is available | 1 business day | Commercially reasonable efforts |
| Low | General questions, configuration help, feature requests, or cosmetic issues | 2 business days | Not guaranteed |
Business hours: Monday to Friday, 9:00 AM to 5:00 PM Eastern Time, excluding Canadian statutory holidays. Response targets are not guaranteed resolution times.
4. Data safeguards and backups
4.1 Data safeguards
We use commercially reasonable administrative, technical and organizational safeguards designed to protect customer data. They include:
- Encryption of data in transit.
- Access controls for internal systems and customer workspaces.
- Secure cloud infrastructure and managed service providers.
- Monitoring, logging and operational controls that support platform reliability and security.
4.2 Backups
We maintain backup and recovery processes for production systems on a commercially reasonable basis. Backup schedules, retention periods and recovery methods may vary by system, provider and type of data.
Backups are for platform recovery and business continuity. They're not a substitute for your own exports or records, including records you must keep for business, legal or compliance reasons.
5. Availability service credits
If we miss the monthly availability target because of Downtime within our reasonable control, eligible customers may request a service credit according to this schedule:
| Monthly Uptime | Service Credit |
|---|---|
| < 99.5% but ≥ 99.0% | 5% of that month's seat fees |
| < 99.0% but ≥ 95.0% | 10% of that month's seat fees |
| < 95.0% | 20% of that month's seat fees |
6. Which fees credits apply to
Service credits are calculated only on the subscription seat fees you paid for the month in which the Downtime happened. On a yearly plan, the monthly seat fee is one twelfth of your yearly seat fee.
Credits are not calculated on, and can't be applied to: phone licences; calling minutes or minute packs; phone number fees; texting, MMS or other usage charges; carrier, registration and other pass-through fees; or taxes.
Issues with carriers, telecom partners, number porting, carrier registration, call blocking, spam labels or message filtering never qualify for service credits.
Credits for any month will never be more than 20% of that month's seat fees.
7. How to request a credit
Email support@gettopreach.com within 30 days of the incident with the subject "Service Credit Request". Include the affected account, the dates and approximate times, and a description of the issue.
If we confirm the credit, we apply it to your future seat fees. Credits have no cash value, can't be transferred, and end if your account closes. You must be paid up and in good standing to receive a credit.
Service credits are your sole and exclusive remedy for our failure to meet this SLA.
8. SLA exclusions
This SLA does not apply to:
- Accounts that are unpaid, suspended, cancelled, terminated, in a trial, or not in good standing.
- Sales results, answer rates or how people respond to your calls and messages.
- Issues caused by customer settings, integrations, data imports, user actions or customer systems.
- Calling, texting and email delivery, phone numbers, number porting, carrier registration, carrier filtering or blocking, STIR/SHAKEN attestation and spam labels.
- Third-party systems, providers, networks, carriers, payment processors, telephony providers, texting providers, email providers, cloud providers and external APIs.
- Beta, experimental, free, preview or trial features.
9. Changes and updates
We may update this SLA by posting a new version on this page or giving notice through the Services. Changes apply going forward unless we say otherwise.
10. Contact
For questions about this SLA, or to report a service issue, email support@gettopreach.com.
Hours: Monday to Friday, 9:00 AM to 5:00 PM Eastern Time, excluding Canadian statutory holidays. We provide support by email only.
11. Acceptance
Using the Services means you accept this SLA. It's part of your agreement with us for the Services and should be read with the Terms of Service.
Questions about this page? Email support@gettopreach.com.