Talexio Service Level Policy

This Service Level Policy applies to TALEXIO’s Service and/or Software. TALEXIO may modify this Policy from time to time.

Services Availability

  1. Talexio shall provide enhancements and upgrades to the Services and/or Software as made available for general release to Customers by Talexio. Talexio shall also provide upgrades to the operating system and hosting environment as required to ensure efficient operations and to maintain the availability and integrity of the system.
  2. Talexio is not responsible for downtime or any other failure to meet the agreed service level if Talexio can prove it was caused by any of the following circumstances and provided that the said circumstance was not directly attributable to Talexio, in which case such time shall be excluded from the calculation of downtime:
    1. Circumstances outside Talexio’s area of responsibility for the Service, such as a failure of communications or other products or services from third parties for which Talexio has not specifically assumed responsibility;
    2. Any other circumstances for which the Customer assumed responsibility under the terms of the Terms and Conditions including, but not limited to, Internet connectivity;
    3. Interruption from the Internet provider;
    4. Suspension of Customer’s account in terms of the Terms and Conditions for any period of the month under analysis to safeguard its Services against such occurrences;
    5. Viruses or other malevolent attacks on security, as long as Talexio has taken reasonable and professional security measures;
    6. Downtime due to the acts or omissions of the Customer, its employees, agents, or third-party contractors or vendors for whom the Customer is responsible; and
    7. Force majeure.
  3. Downtime and/or faults are to be reported by the Customer to Talexio via e-mail to support@talexio.com or any other email address notified by Talexio or by submitting a request via our online form on https://support.talexio.com/hc/en-us/requests/new. The report shall include a description of the fault to a level of detail so as to allow Talexio’s support staff to address the issue and contact details relating to the Authorised Users affected.
  4. The Service Commitment does not apply to any unavailability, suspension or termination caused by:
    1. factors outside of our reasonable control, including any force majeure event or Internet access or other issues that are not directly related to the Services and are, consequently, beyond the demarcation point of the Services;
    2. resulting actions or inactions of the Customer or any third party;
    3. results of the Customer’s or any third party’s equipment, software or other technology and;
    4. our suspension or termination of the Customer’s right to use the Services in accordance with the Terms and Conditions.
  5. Talexio shall ensure storage of Customer data as is necessary to provide the Services. Storage limits are determined according to Customer requirements. No storage limits are currently set. Talexio shall notify the Customer thirty (30) days prior about any changes to data storage limits and fees.

Downtime

  1. Downtime is the period in which the Services are not available for use by the Customer and specifically excludes Permitted Downtime.
  2. Downtime is calculated from the moment in time Talexio receives an email reporting the failure in availability in the manner defined below, until the Services become available again.
  3. Permitted Downtime is service and maintenance that is planned in advance, about which the Customer has been informed in a timely manner in order to address planned maintenance and upgrades to the Services. Guaranteed uptime of Service Availability is assumed at 99% when factoring in the scheduled development releases.