Support Commitment

The following policy is available to and applies only to those SourceDay customers who have entered into an Order Form with SourceDay referencing this policy.

We shall provide emailed support during normal business hours of 7am – 7pm CST. 

We shall use commercially reasonable efforts to make the Services available to Users, assuming User’s hardware, software and internet connections are functioning properly, at least 99.9% of the time during any month, excluding: (i) planned downtime, and (ii) any unavailability caused by circumstances beyond our reasonable control, including without limitation, failures of internet access, acts of God, acts of government, floods, fires, earthquakes, other weather events, war (declared or not), civil unrest, acts of terror, strikes or other labor problems (other than those involving our employees), or denial of service attacks. In respect of planned downtime, we shall use reasonable efforts to provide you with at least twenty four (24) hours’ prior notice posted via the Services, and to the extent practicable, we shall schedule such downtime during the weekend hours (from 6pm Friday to 3am Monday Central Time). Should you inform us by submitting an email to [email protected] of a failure to comply with the availability target set forth in this paragraph (including the dates and times of each unavailability incident that you are claiming) no later than fifteen (15) days after the end of a month in which we failed to meet the aforesaid availability target, then you shall be eligible for a ten percent (10%) credit against payments owed to us for Services rendered for that month (prorated based on 1/12 of a yearly subscription cost to you). If the factual correctness of such request is confirmed by us and results in performance that does not meet the stated commitment, then we will issue the service credit to you within one calendar quarter following the quarter in which your request is confirmed by us. The remedies set forth in this paragraph represent your sole remedy and our sole obligation in respect of failure of the Services to be available for use.

We may change this policy at any time by posting such change to the website and within the Services (e.g., in the dashboard or messaging to you). Your rights will be determined by the policy in effect at the time the event took place.