Service Level Agreement
Draft · last updated October 5, 2026
This Service Level Agreement ("SLA") is part of the Terms of Service. It applies only to companies whose paid plan or order with TicketStacker says it includes this SLA. It doesn't apply to free plans, trials or the pilot.
1. Our commitment
The Service will be available at least 99.9% of the time in each calendar month ("Monthly Uptime"). That allows about 43 minutes of downtime in a 30-day month.
2. What counts as downtime
Downtime is any period of at least five consecutive minutes when most of your company's members can't sign in to app.ticketstacker.com, open or update tickets, or when your web forms can't accept submissions, as confirmed by our monitoring or by your report that we can verify. Monthly Uptime is the total minutes in the month minus downtime minutes, divided by the total minutes.
3. What doesn't count
- scheduled maintenance we announce at least 48 hours ahead, limited to 4 hours a month;
- problems caused by you, your users, your equipment or internet connection, or your use of the Service against the Terms;
- events outside our reasonable control, including widespread internet or cloud provider outages and attacks we couldn't reasonably prevent;
- email delivery after it leaves our email provider, and third-party services you connect;
- features marked as pilot, beta or preview;
- suspensions allowed by the Terms.
4. Service credits
If we miss the commitment, your company gets a credit toward its next invoice, based on that month's fees for the Service:
| Monthly Uptime | Credit |
|---|---|
| Below 99.9%, at least 99.0% | 10% |
| Below 99.0%, at least 95.0% | 25% |
| Below 95.0% | 50% |
5. Asking for a credit
An Admin should email hello@ticketstacker.com within 30 days after the end of the month, with the dates and times of the problem. We'll confirm the downtime and apply the credit to your next invoice. Credits have no cash value, can't exceed 50% of a month's fees, and end with your subscription.
6. Sole remedy
Service credits are your only remedy for missing this commitment, except your right to end your subscription if Monthly Uptime is below 95% in two consecutive months.
7. Support
Admins can reach us at hello@ticketstacker.com. We aim to reply within one business day, and sooner when the Service is down.
Questions: hello@ticketstacker.com