Last updated: July 1, 2025
This Service Level Agreement (“SLA”) is a supplement to, and made a part of, the commercial services agreement and/or terms between User Interviews, Inc. (“UI”) and Customer (the “Agreement”). In the event of an express conflict between the terms of the Agreement and the terms of this SLA, the terms of this SLA control. Capitalized terms used but not defined herein have the meaning set forth in the Agreement.
Subject to the terms and conditions of the Agreement, User Interviews will provide the following support for the Services during the applicable Subscription Period. Customer’s sole remedy for any breach by UI of this SLA will be the Service Credit as specified herein.
1. Upgrades. Customer will receive new releases, bug fixes, improvements, enhancements, extensions, revisions, and updates to the Services as they are made generally available during the Subscription Period.
2. Technical Support. UI will provide support during Business Hours to assist in identifying and resolving Errors and to answer questions related to operational use of the Services. “Error” means a defect in the Services that materially affects the operation and use of the Services. Requests for support must be submitted to UI via email to projects@userinterviews.com or via the live chat feature in the Services. UI will respond to email requests within twenty-four (24) Business Hours. “Business Hours” means 9:00 AM to 5:00 PM U.S. Eastern Time, on Business Days. “Business Day” means any calendar day other than Saturday, Sunday, or a day on which commercial banks in the United States are authorized or required to be closed.
3. Support Issue Prioritization. When UI initially detects, or when Customer reports to UI, an Error with the Services, UI will classify the Error as set forth below.
4. Support Resolution Time. UI will provide Temporary Resolutions and Final Resolutions to Errors as set forth below. A “Temporary Resolution” means a temporary fix or patch to restore the Services’ functionality until a Final Resolution is available. A “Final Resolution” means a permanent fix to restore the Services’ functionality.
5. Availability. UI will provide the Services with an uptime commitment of 99%, measured monthly (“Uptime Commitment”). Unless otherwise agreed in writing by the parties, the Uptime Commitment excludes (i) Scheduled Maintenance, (ii) downtime arising from a Force Majeure Event, or (iii) downtime arising from acts or omissions of Customer or its employees, contractors, or agents. “Scheduled Maintenance” means planned maintenance, of which Customer has been notified in advance, occurring between 10:00 PM and 6:00 AM U.S. Eastern Time on Friday, Saturday, or Sunday. The availability of the Services may be monitored at https://status.userinterviews.com/.
6. Service Credits. If UI does not meet the Uptime Commitment, Customer will be eligible to receive a service credit for the affected month, measured as a percentage discount off of the next subscription invoice as set forth below (“Service Credit”). In the event there are no new invoices to be issued, UI will issue a partial refund against the subscription invoice applicable to the month for which a Service Credit is claimed. To apply for a Service Credit, Customer must submit a request to success@userinterviews.com within 30 days of the end of the month for which a Service Credit is claimed. The request must include the dates and times of the downtime for which a Service Credit is being requested and any additional documentation that demonstrates the claimed downtime. The foregoing shall be UI’s sole and exclusive obligation and Customer’s sole and exclusive remedy if UI does not meet the Uptime Commitment.
*If Customer is invoiced on a quarterly basis, the amount subject to the Service Credit calculation for the affected month will be 1/3 of the total invoice value. If Customer is invoiced on an annual basis, the amount subject to the Service Credit calculation for the affected month will be 1/12 of the total invoice value.
