Service Level Agreement (SLA)

By this Service Level Agreement (“SLA”), Sign.Plus and Fax.Plus undertake to provide a 99.9% uptime commitment for Users on the Enterprise Plan. If we fall short of our uptime commitment and your Sign.Plus or Fax.Plus Services are affected, we may apply service credit to your Alohi Account for future use. Service credits are applied subject to the User’s request and will apply toward the balance due at the end of the next billing cycle (either monthly or yearly).
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To review current and historical uptime, visit Sign.Plus Status and Fax.Plus Status.

SLA Breakdown

If we fall short of our 99.9% uptime commitment, we will apply a credit to each affected account equal to 100% of the amount that the User paid, for the month Sign.Plus or Fax.Plus failed to meet the uptime commitment (“Service Credit”).
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To benefit from a Service Credit for the Sign.Plus or Fax.Plus Services, User must submit a written request to us through support@sign.plus or support@fax.plus, within thirty (30) days from the last day of the calendar month in which User claims Sign.Plus or Fax.Plus failed to meet the monthly uptime percentage threshold.

All submissions must include:
I. “SLA Claim” as the subject of the e-mail;
II. the dates and times of unavailable monthly time; and
III. any documentation of the applicable outage.
User must have an active Enterprise Plan, when submitting its request and must have had an active Enterprise Plan during the outage to be eligible to get Service Credits.

How is Uptime Calculated?

Uptime is the percentage of total possible minutes Sign.Plus or Fax.Plus were available during a fiscal quarter. Our commitment is to maintain at least 99.9% Uptime:[(total minutes in quarter – Downtime) / total minutes in quarter] > 99.9%

What is Excluded from Our Uptime Guarantee?

Outages resulting from:

• User’s acts, omissions, or misuse of Alohi Services, including noncompliance with the Sign.Plus or Fax.Plus Specific Terms.
• Failures of your internet connectivity.
• Factors outside our reasonable control, including, without limitation, telecommunications provider-related technical defects, Web access partial or complete issues, force majeure events, and third-party services or technology defaults.
• Your equipment, services, or other technology.
• Sign.Plus’s or Fax.Plus’s scheduled maintenance for which Alohi will provide at least twenty-four (24) hours prior notice.
• Sign.Plus or Fax.Plus emergency maintenance (maintenance that is necessary for purposes of maintaining the integrity or operation of Alohi Services), regardless of the notice provided by Sign.Plus or Fax.Plus.
• Any products or features identified as pilot, alpha, beta or similar.

Service Credits

Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 (thirty) days of paid service, require you to have paid any outstanding invoices and expire upon termination of your customer contract. Service Credits are the sole and exclusive remedy for any failure by Sign.Plus or Fax.Plus to meet its obligations under this SLA.

Updates

As our business evolves, we may change our SLA. Users can and are advised to review the most current version of the SLA at any time by periodically visiting this page.

This Service Level Agreement was last updated on January 15, 2025.