TaskFord Service Level Agreement (SLA)
Effective Date: Mar 20, 2026
Applicable to Enterprise & Enterprise+ Subscriptions Only
At TaskFord, we prioritize uptime, reliability, and seamless customer support to ensure a stable and high-performance cloud service for our customers.
1. Service Availability Level
TaskFord will maintain a target Service Availability Level of 99.9% during each TaskFord Fiscal Quarter.
Definitions
a. “TaskFord Fiscal Quarter” consists of four three-month periods: (i) Q1: January 1 – March 31, (2) Q2: April 1 – June 30, (iii) Q3: July 1 – September 30, (iv) Q4: October 1 – December 31
b. “Downtime” refers to the total minutes in a Fiscal Quarter where the TaskFord Cloud Service is unavailable to customers. Downtime excludes: (i) Scheduled maintenance (outlined below), (ii) Emergency maintenance required to protect system security or data integrity, (iii) Third-party service failures outside TaskFord’s control, (iv) Force majeure events (e.g., natural disasters, cyberattacks, government actions) or circumstances beyond TaskFord’s reasonable control, (v) Beta, trial, sandbox, or proof-of-concept environments.
c. “Service Availability Level” means the percentage of total possible minutes the Cloud Service was available to the Customer during an TaskFord Fiscal Quarter, calculated as:
d. “Service Maintenance” refers to the time (in minutes) the Cloud Service is inaccessible due to necessary maintenance, updates, or upgrades. This includes: (i) Scheduled Maintenance (pre-planned downtime). (ii) Emergency Maintenance (unscheduled maintenance needed to protect data integrity or system security).
Maintenance & Notifications
TaskFord will use commercially reasonable efforts to:
a. Provide at least 3 days’ advance notice for scheduled maintenance.
b. Provide at least 60 minutes’ notice for emergency maintenance.
c. Limit Service Maintenance to 360 minutes per TaskFord Fiscal Quarter.
d. Perform maintenance during off-peak hours between 7:00 PM and 4:00 AM (Pacific Time).
2. Customer Support & Response Times
TaskFord provides 24/7 English-language support for Enterprise customers and will respond to support inquiries submitted via support@taskford.com or through the in-system support portal within: Two (2) business hours of receipt for Priority 1 issues. One (1) business day for non-critical inquiries (excluding US, Ireland, Australia and Japan holidays).
Customer Responsibilities for Efficient Support
TaskFord’s ability to provide timely and effective support depends on the Customer:
a. Providing a valid email address associated with their TaskFord account when submitting an inquiry.
b. Providing clear and detailed issue descriptions, including logs, screenshots, and steps to reproduce errors.
c. Complying with the TaskFord Terms of Use.
d. Responding promptly to TaskFord’s support team for follow-up troubleshooting.
Limitations on Support
TaskFord is not responsible for:
a. Issues related to third-party services or network unavailability beyond its control.
b. Emergency security, privacy, or compliance-related updates.
c. Configuring or diagnosing issues related to Customer’s internal infrastructure or third-party integrations.
d. Professional services, deployment assistance, or custom configurations beyond standard support.
Policy Updates
TaskFord reserves the right to update its support policies from time to time. However, no such update will materially or adversely diminish the Customer’s rights to support as outlined in this SLA.
Professional Services, deployment assistance, or requests for enabling custom configurations are not included within the scope of TaskFord’s standard support under the Agreement.