Last updated 11/11/2024

Preamble

This Service Level Agreement (SLA) between Gapple ("Service Provider") and its clients ("Clients") outlines the service levels, support, and maintenance commitments provided by Gapple. This SLA is in conjunction with the Terms of Service (TOS) and Privacy Policy and does not override any terms or conditions stated therein.

Uptime Guarantee

Gapple commits to providing 99.98% uptime for all services, calculated on a monthly basis. Uptime is defined as the time the service is operational and accessible over the internet.

Scheduled Maintenance

Gapple will perform scheduled maintenance outside of peak usage hours whenever possible. Clients will be notified at least 48 hours in advance of any scheduled maintenance.

Emergency Maintenance

Gapple reserves the right to perform emergency maintenance without prior notice when necessary to ensure the security and stability of the service. Gapple will work hard to minimize downtime during such events.

Support Availability

Gapple offers support through livechat or email at [email protected]. Support is available 24/7, but response times may vary based on the time of day and the nature of the issue.

Server Performance

Gapple ensures that server performance, including CPU and memory usage, remains within optimal ranges to provide smooth and uninterrupted service.

Account Creation and Suspension

Gapple retains the right to manage accounts, including the creation, suspension, and termination of accounts, as outlined in the Terms of Service.

Data Protection

Gapple processes client information in accordance with its Privacy Policy. Data is protected and used strictly within the confines of the stated policy.

Right of withdrawal

In accordance with applicable law, the User expressly waives his/her right of withdrawal when subscribing to the Service.

Service Credits

If Gapple fails to meet the uptime guarantee or performance metrics, clients may request for service credits or a refund via bank transfer. The amount refunded will be proportional to the downtime experienced.

Compliance

Clients must comply with all terms and conditions as stated in our TOS, including fair use and prohibited activities.

Information Reliability

Clients are responsible for providing accurate and up-to-date information at the time of account creation and during their use of services.

Limitation of Liability

Gapple's liability is limited as outlined in the TOS. Gapple is not liable for any indirect, incidental, or consequential damages resulting from the use of its services.

Amendments

Gapple reserves the right to amend this SLA at any time. Clients will be notified of any changes at least thirty (30) days prior to the amendments taking effect. Continued use of the services after the effective date constitutes acceptance of the revised SLA.

Governing Law

This SLA is governed by the laws of the server location you deploy your system in.

Contact Information

For any queries or issues regarding this SLA, please contact Gapple support through our live chat or email at [email protected]