Service Level Agreement (SLA)
Last Updated: June 1, 2025
1. Introduction
This Service Level Agreement ("SLA") is an agreement between you (the Customer) and Inkris ("Company", "we", "our", "us") that describes the services we will provide, the service levels we strive to meet, and your remedies should we fail to meet those service levels.
This SLA forms part of your agreement with us for the provision of Inkris' lead generation and CRM services (the "Services"). This SLA may be updated from time to time upon reasonable notice to you.
2. Service Availability
Inkris is committed to providing our Services with a target uptime of 99.9% calculated on a monthly basis, excluding scheduled maintenance. Scheduled maintenance will be performed during off-peak hours and customers will be notified at least 48 hours in advance.
2.1 Definition of Downtime
"Downtime" is defined as the total minutes during the month when the primary functions of the Services are unavailable. Downtime does not include:
- Scheduled maintenance performed between 12:00 AM and 4:00 AM (customer's local time).
- Customer's acts or omissions (or acts or omissions of others engaged or authorized by customer).
- Force majeure events beyond our reasonable control, including, but not limited to, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems.
- Failures of third-party connections or utilities.
3. Lead Quality and Guarantees
3.1 Lead Verification Standards
All leads provided by Inkris undergo our double verification process, which includes:
- Email verification with double opt-in
- Phone number verification through SMS or call
- Intent verification through qualifying questions
3.2 Verified Lead Guarantee
If a lead provided to you contains invalid contact information (bounced email, disconnected phone), we will replace the lead at no additional cost, subject to the following conditions:
- You must report the invalid contact information within 7 days of receiving the lead.
- You must provide evidence of the invalid contact (e.g., bounce notification, call record).
- The replacement will be made with a lead of similar value and within the same category.
- Limited to a maximum of 10% of the total leads purchased in any given month.
3.3 Lead Quality
While we make every effort to ensure that leads are qualified based on our verification process, Inkris does not guarantee that leads will convert to sales, as conversion depends on many factors outside of our control, including but not limited to your sales techniques, pricing, and service offerings.
4. Support Response Times
Inkris offers the following support response times based on the severity of the issue:
| Severity | Definition | Initial Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service unavailable or unusable for all users | 1 hour (during business hours) 4 hours (outside business hours) | 4 hours |
| High | Major functionality impacted or significant performance degradation | 4 hours (during business hours) Next business day (outside business hours) | 8 hours |
| Medium | Minor functionality impacted or minor performance degradation | 8 hours (during business hours) Next business day (outside business hours) | 2 business days |
| Low | General questions, feature requests, or cosmetic issues | 1 business day | 5 business days |
Business hours are defined as Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, excluding Canadian holidays.
5. Data Security and Backups
5.1 Data Security
Inkris employs industry standard security measures to protect your data, including:
- Encryption of data in transit and at rest
- Regular security audits and penetration testing
- Role-based access controls
- Physical security measures at our data centers
5.2 Data Backups
We perform regular backups of all customer data:
- Daily incremental backups
- Weekly full backups
- Backups are stored in geographically diverse locations
- Backup retention period: 30 days
6. Service Credits
6.1 Availability Service Credits
If Inkris fails to meet the 99.9% service availability in a given month, you may be eligible for service credits according to the following schedule:
| Monthly Uptime | Service Credit |
|---|---|
| Less than 99.9% but greater than or equal to 99.0% | 10% of monthly subscription fee |
| Less than 99.0% but greater than or equal to 95.0% | 25% of monthly subscription fee |
| Less than 95.0% | 50% of monthly subscription fee |
6.2 Credit Request and Application Process
To receive service credits, you must request them within 30 days of the incident. Credits will be applied to future monthly charges and will not be refunded as cash. Service credits are your sole and exclusive remedy for any failure by us to meet this SLA.
Submit credit requests to support@inkris.ca with the subject line "Service Credit Request".
7. Changes and Updates
We reserve the right to make changes to this SLA with 30 days' advance notice. We will notify you of any changes via email or through notifications within the Services.
8. Contact Information
For questions about this SLA or to report service issues, please contact:
- Email: support@inkris.ca
- Phone: (403) 768-1383
- Hours: Monday-Friday, 9:00 AM to 5:00 PM Eastern Time
9. Acceptance
Your use of the Services constitutes acceptance of this SLA. This SLA is an integral part of your agreement with Inkris for the provision of the Services.