Last Updated: April 29th, 2025
1. Service Commitment
Yocale will use commercially reasonable efforts to make its core web-based scheduling and business management offering (the “Offering”) available 24 hours a day, 7 days a week, targeting a monthly uptime of 99.9%.
Yocale does not guarantee 100% availability, and scheduled or emergency maintenance may result in temporary downtime.
2. Uptime Measurement
Monthly Uptime Percentage is calculated as:
Monthly Uptime %=(A−B+C)A\text{Monthly Uptime \%} = \frac{(A - B + C)}{A}
Monthly Uptime %=A(A−B+C)
Where:
A = Total Monthly Time (total minutes in the applicable month)
B = Downtime Minutes (Offering unavailable)
C = Excluded Minutes (maintenance, force majeure events, etc.)
3. Exclusions
Downtime caused by the following is excluded from the Uptime calculation:
External Factors: Internet provider outages, external attacks, or other events beyond Yocale’s reasonable control.
Customer Responsibilities: Issues caused by Customer’s hardware, software, network, or misuse.
Scheduled Maintenance: Routine updates, security patches, and platform improvements with prior notice when practicable.
Emergency Maintenance: Urgent maintenance to protect system integrity.
Minimal Downtime: Outages lasting less than 10 consecutive minutes.
4. Failure to Meet Service Commitment
If Yocale fails to meet the 99.9% Monthly Uptime:
(a) Investigate and assemble root cause details.
(b) Communicate status updates on remedial efforts.
(c) Develop a Corrective Plan within 15 days.
(d) Implement necessary fixes to restore service level.
(e) Apply preventive measures to mitigate future risk.
At Yocale’s discretion, service credits may be offered in cases of significant, repeated downtime.
5. Support Response Times
Yocale offers multi-channel support (phone, email, live chat) during business hours.
Support Channel | Hours (PST) | Notes |
Telephone Support | 8:30 AM – 5:30 PM (Mon-Fri) | Backup voicemail after hours |
Email Support | 8:00 AM – 6:00 PM (Mon-Fri) | Email queued for next business day outside hours |
Instant Chat Support | 7:30 AM – 7:00 PM (Mon-Fri) | Chats queued after hours |
6. Severity Levels and Response Commitments
Severity Level | Criteria | Initial Response Time |
Critical | Major impact; no workaround | 1 hour |
High | Significant impact; workaround exists | 2 hours |
Medium | Moderate impact with a workaround | 8 hours |
Low | Minor inconvenience, no operational impact | 24 hours |
7. Additional Notes
Yocale may update this SLA as services evolve, with notice posted at support.yocale.com.
Any service credits or remedies under this SLA are the sole and exclusive remedies for failure to meet the Service Commitment.