Reliable service.
Clear commitments.

This Callgoose Service Level Agreement ("SLA") is applicable to your utilization of the Callgoose Service and is regulated by the Callgoose Terms of Use (referred to as the "TOU"). The SLA is independently enforceable for each account utilizing the Callgoose Service, and it does not extend to subscribers of the Freemium (Free) and Basic subscription plans. Unless expressly indicated otherwise in this SLA, its provisions are subject to the terms articulated in the TOU, wherein you can find definitions for capitalized terms. Callgoose retains the prerogative to modify the terms of this SLA in accordance with the provisions set forth in the TOU.

1. Contact Information: Refers to the names, email addresses, and telephone or mobile numbers of Recipients.
2. Delivery Service: Denotes a third-party service provider employed for transmitting notifications to a Recipient. This may encompass services such as telephone service providers (Example: Singtel, M1), push notification providers (Example: Google Android, Apple iOS), SMS providers, or email providers (Example: Google, Microsoft).
3. First Responder Alert: Signifies the notification dispatched to the Recipient responsible for reviewing an initial alert pertaining to a new Incident.
4. Incident: Represents an occurrence triggering the Service to alert a Recipient by utilizing the Contact Information. For the Service to effectively detect and respond to Incidents, the Customer is obligated to configure the Service and furnish the Contact Information in conformity with the Documentation provided for the purpose of identifying and responding to Incidents.
5. Callgoose Service: Refers to Callgoose's cloud-based Advanced On-Call schedule and Incident management platform and associated cloud software products procured by the Customer. Any products excluded from the purview of this Service Level Agreement (SLA) or subject to modifications of this SLA will be expressly delineated in the Terms of Use (TOU) or any pertinent Product-Specific Terms and Conditions(“PST”).
6. Recipient(s): Signifies the individuals authorized to access the Callgoose Service as designated by the Customer for the receipt of notifications originating from the Callgoose Service.
7. Monthly Uptime Percentage: It is calculated by subtracting from 100% the percentage of minutes during the month(30 Days) in which Callgoose was in the state of “unavailable”. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Callgoose SLA Exclusions (defined below).
8. Unavailable or Unavailability: It means that Callgoose was not able to process incoming alerts and send notifications as per the Notification Delivery SLA(defined below).

1. Notification Delivery Service Level Agreement (SLA): Callgoose shall exert commercially reasonable efforts to adhere to the subsequent service level commitments for the specified functions within the Callgoose Service:

   1. Notification Delivery SLA: Upon activation of an Incident, Callgoose shall endeavor to deliver the First Responder Alert within the Notification Delivery Period for 99.9% of the notifications dispatched by Callgoose on behalf of the Customer during any given calendar month. The "Notification Delivery Period" is set at five (5) minutes and is quantified as the duration it takes Callgoose to transmit a First Responder Alert to telecommunication providers, following the parameters configured within the Service and the Contact Information provided. To be precise, the Notification Delivery Period commences upon Callgoose's receipt of the trigger event notification and concludes at the point when Callgoose's internal logs affirm the transmission of an Alert to the designated Delivery Service(s), minus any associated delay time, if applicable, as specified in the Service configuration. It is imperative to note that the Notification Delivery SLA exclusively applies to Callgoose Services mandated to convey First Responder Alerts.
   2. Mobile and Web Application SLA: Callgoose commits to maintaining the availability of basic acknowledgment and resolution functionalities through its mobile and web application for 99.9% of the time throughout any calendar month.

2. Exclusions: Callgoose shall not be held accountable for service disruptions arising from factors beyond Callgoose's control, including but not limited to disruptions resulting from:

   1. Circumstances external to or outside the scope of the Callgoose Service, encompassing (i) the Customer's own telecommunications, Delivery Service, or internet service providers; (ii) occurrences categorized as Force Majeure Events; or (iii) deliberate or inadvertent filtering of network traffic by national governments, carriers, or regulatory entities. "Force Majeure Event" denotes (i) compliance with any directive, order, request, or demand issued by any government, governmental authority, or government agency; (ii) labor disputes, work stoppages, or slowdowns of any nature; (iii) natural calamities such as fires, hurricanes, earthquakes, floods, and other such events; (iv) acts of war, rebellion, terrorism, or civil unrest; (v) systemic internet disruptions or any other actions or omissions of telecommunications or service providers; (vi) any other causative factor beyond the reasonable control of Callgoose.
   2. Issues arising from Callgoose's suspension or termination of the Customer's entitlement to utilize the Service, as sanctioned or mandated by the Terms of Use (TOU), Acceptable Use Policy, governmental or judicial orders, or other pertinent agreements.
   3. Scheduled maintenance: "Routine scheduled maintenance" refers to issues that may arise during the execution of maintenance activities by Callgoose at the pre-scheduled date and time.

This Service Commitment articulates Callgoose's obligations and exemptions regarding the provision of its services, thereby establishing the framework for performance expectations and limitations.

The Customer is obligated to:

1. Configuration and Proper Use: Adequately configure and utilize the Service in strict accordance with the Documentation.
2. Incident Communication: Adhere to the prescribed procedures for communicating Incidents to Callgoose.
3. Contact Information Maintenance: Maintain and ensure the up-to-date status of all Contact Information.

The fulfillment of Callgoose's commitments as outlined in this Service Level Agreement (SLA) is contingent upon the Customer's due performance of these responsibilities.

In the event that Callgoose fails to meet the Service Level Agreement (SLA) as stipulated herein, the Customer may be entitled to receive a service credit. Said credit shall be applicable towards forthcoming fees payable to Callgoose for the utilization of the Callgoose Service. The calculation of the Service Credit is based on the fees remitted for or ascribed to the month during which the purported SLA breach transpired as per the table below

Service Credits are subject to the following conditions:

1. Request and Documentation: The Customer must, within fifteen (15) days of the occurrence of the alleged SLA breach, submit a written request for Service Credits to Callgoose via Contact Us. This request must include reasonable evidence demonstrating the adverse impact resulting from the purported SLA breach.
2. Non-Cumulative: Service Credits shall not accumulate; hence, a singular Service Credit shall be issued for all Delivery Failures arising from a single underlying cause.
3. Maximum Cap: Service Credits are capped at a maximum value of thirty percent (30%) of the total fees paid for or attributed to the calendar month in which the alleged SLA breach transpired.
4. Past Due Payments: Customers who are in arrears with any payments owed to Callgoose shall not qualify for the receipt of Service Credits.
5. Non-Monetary Exchange: Service Credits are non-convertible into cash and do not confer upon the Customer any entitlement to a refund or any other form of payment from Callgoose. Callgoose will apply the credit to the Special Offer coupon with a validity of 1 year. You may use this coupon before the expiry to receive the benefit of the Service Credit.