- Trust Center
- Legal
- Service Level Agreement
tax.com™ Service Level Agreement
Effective: May 17, 2024
Ryan, LLC, on behalf of its tax.com operating division (“Ryan,” “Our,” “Us,” or “We”), commits to provide Customer (“You”) with the Service Levels described in this Service Level Agreement (“SLA”) for the online service(s) to which You have subscribed (“Online Service”) during the relevant subscription term. The Online Services utilize a multi-tenant operating model that applies common, consistent management practices for all Customers. The SLA is an addendum to the Software as a Service Agreement between Ryan and You (“Agreement”), is subject to its terms and conditions, and in the event of a conflict, the Agreement will be controlling.
Availability
We will use commercially reasonable efforts to achieve 99.9% Availability and We commit to a 99.0% Service Level Credit Threshold for the Online Service. We will provide You with one business week Notification in advance of such Scheduled Maintenance followed by a reminder Notification one business day in advance. We will use reasonable efforts to perform Scheduled Maintenance outside of normal business hours and use Our best efforts to provide You with advance Notification of Emergency Maintenance. Upon request, We will furnish a quarterly Availability report prepared by the 15th day of the month immediately following the end of the most recent quarter. This report will be used as the basis to determine Availability. If the report indicates that Availability has fallen below the Service Level Credit Threshold for a given quarter, then for 60 days following that quarter You may request a Service Level Credit here: customer.success@tax.com. We will issue Service Level Credits on Customer accounts within 60 days, and calculated according to the table below:
One Service Level Credit equals the applicable Online Service annual fee during the current year divided by 1,000. For example, if the subscription fee charged is $20,000, then each Service Level Credit will be worth $20,000/1,000 or $20. Any Service Level Credits due You will not exceed 25% of the amount of the annual Online Services fee pro rata for the quarter and will not entitle You to any refund or other payment from Ryan. The remedies contained in this SLA are the sole and exclusive remedy for Our failure to meet the SLA.
Support
We will provide English language Technical Support during Support Hours. Customer Contacts must initiate all requests for Technical Support by e-mail at software.support@tax.com. You may submit Level 1 support requests outside of Support Hours. We will assign requests for Technical Support an Error Level as detailed below with targeted response and resolution times:
unless
Fix dependent on Emergency or Scheduled Maintenance, then Workaround within 24 hours and Fix within 30 days.
or
Workaround within 24 hours, with 30 days to Fix.
or
Workaround within 48 hours, with 60 days to Fix.
We will communicate progress toward resolution of Technical Support requests to a Support Contact. You agree to provide sufficient information and resources to respond to the request, access to appropriate Customer personnel, and access to Your system as appropriate, including remote diagnostic software and remote connections.
Limitations
This SLA will not apply to any Availability issues caused by any of the following: (i) Your negligence, misconduct, or other improper or unauthorized use of a Online Service, (ii) insufficient training of Support Contacts or Your users, (iii) changes to configuration, development, or customization not authorized by Us, or (iv) that arise from operation or use with an application or in an environment not approved by Us.
Applicability, Changes, and Effect
The SLA does not apply to any on-premises software. We will have the right to make changes to this SLA to Your benefit and will not make changes to the SLA that degrade the levels of service You receive. Ryan agrees to give notice of any substantive changes to this SLA and post the notice at https://tax.com/trust-center/legal/sla/. The revised SLA will be in effect upon posting.
Definitions
Capitalized terms used in the SLA not defined below will have the meanings assigned to them in the Agreement.
“Availability” or “Available” means the number of minutes in a calendar quarter the Online Service is available for normal access by You , as a percentage of the total number of minutes in the quarter after subtracting the following (i) minutes of Scheduled Maintenance or (ii) minutes of outage caused by circumstances beyond Our reasonable control, including, but not limited to, an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, identity access management, third party cloud infrastructure or internet service provider failure or delay, denial of service attack, strike, or other labor problem (other than one involving Ryan employees).
“Downtime” means the number of minutes in a calendar quarter that the Online Service is not Available (classified as a Level 1 Error). Downtime does not include the unavailability of a service due to Scheduled Maintenance or as otherwise excluded in the Limitations section of this SLA.
“Emergency Maintenance” means any period when an Online Service is unavailable due to acts of maintenance by Us that may be required to resolve a Level 1 issue.
“Notification” means e-mail communication or online notification to Customer’s designated Support Contact(s) of an upcoming Scheduled Maintenance, a change or postponement to a Scheduled Maintenance, or an upcoming Emergency Maintenance.
“Error” means any verifiable and reproducible failure within an Online Service, whether or not it affects Availability. The meaning of Error will not include failure that is caused by the use or operation of an Online Service with an application or in an environment not approved by Us.
“Fix” means a software, hardware, or other modification we make to an Online Service to correct an Error or issue.
“Scheduled Maintenance” means any period where an Online Service is not available due to scheduled maintenance by Ryan, including upgrades, patches, fixes, and other routine maintenance.
“Service Level” means the performance metric(s) set forth in this SLA that We agree to meet in the delivery of each Online Service.
“Service Level Credit” means an amount determined by multiplying the fees for a calendar quarter (equal to 25% of the current, applicable annual Online Service fee paid by You by the applicable Service Level Credit percentage stated below. Service Level Credits apply only to fees paid for the Online Service for which a Service Level has not been met.
“Service Level Credit Threshold” means a percentage availability below which service level credits are payable.
“Support Contact(s)” mean the individuals designated by You to submit requests for Technical Support. If You have system administrator(s), then they must be designated as Support Contacts. Support Contacts are responsible for providing initial Tier 1 support, including making reasonable efforts to (1) resolve Tier 1 matters and (2) aggregate Technical Support requests.
“Support Hours” mean the hours between 9:00 AM and 5:00 PM U.S. Central Standard Time, excluding federal holidays.
“Technical Support” includes Tier 2 assistance with Online Service maintenance, Error resolution, and/or troubleshooting. Technical Support does not include training, business requirements analysis, configuration assistance, or data entry.
“Tier 1” means an issue that Your support staff, which may include Support Contacts, can remedy, including basic issues like password resets or usage instruction problems.
“Tier 2” means an issue beyond the skill of the Tier 1 staff to solve.
“Workaround” means (i) a temporary set of procedures to circumvent or mitigate the impact of an Error, or (ii) a temporary patch designed to mitigate the impact of an Error.