Service Level Agreement (SLA)

Service Level Agreement (SLA)

🗓️ Last Updated: May 29, 2025

Introduction

This Service Level Agreement (“SLA”) defines the performance standards and service commitments that DTF Gang Sheet Builder (“Company,” “we,” “our,” or “us”) provides to our subscribers (“Customer,” “you,” or “your”) for our SaaS platform available at https://dtfgangsheetbuilder.com.

This SLA is incorporated into and forms part of your subscription agreement with us. In case of conflict between this SLA and other terms, this SLA takes precedence regarding service levels and availability.

This policy should be read in conjunction with our Terms of Service.

Service Description

Our Service includes:

  • Web-based DTF gang sheet design platform
  • Design upload and management tools
  • Gang sheet layout optimization
  • Template library and design resources
  • User account management
  • Customer support services

Service Availability

Uptime Commitment

We commit to maintaining 99.9% uptime for our Service on a monthly basis. This means:

  • Maximum allowable downtime: 43.8 minutes per month
  • Annual downtime allowance: 8.76 hours per year
  • Measurement period: Monthly, calculated from the first to last day of each calendar month

Uptime Calculation

Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

Excluded Downtime

The following are NOT counted as downtime for SLA purposes:

  • Scheduled Maintenance: Up to 4 hours per month with 48-hour advance notice
  • Emergency Maintenance: Critical security or stability updates (rare, minimized)
  • Force Majeure Events: Natural disasters, government actions, internet backbone failures
  • Customer-Caused Issues: Misuse, violation of terms, or customer environment problems
  • Third-Party Service Failures: Payment processors, CDN providers, or other external services beyond our control

Performance Standards

Response Time Commitments

  • Application Load Time: Average page load under 3 seconds
  • File Upload Processing: Standard designs processed within 30 seconds
  • Platform Availability: 24/7 access to core features

Feature Availability

We commit to maintaining availability of:

  • Design upload and management (99.9% uptime)
  • Gang sheet creation tools (99.9% uptime)
  • User account access (99.9% uptime)
  • Template library (99.5% uptime)

Support Services

Support Availability

  • Business Hours: Monday–Friday, 9:00 AM – 5:00 PM CET (Central European Time)
  • Response Channels: Email support via hello@dtfgangsheetbuilder.com
  • Emergency Contact: Same email for service-affecting issues

Support Response Times

  • General Inquiries: Within 24 hours during business hours
  • Technical Issues: Within 12 hours during business hours
  • Service Outages: Within 2 hours, 24/7
  • Account Issues: Within 12 hours during business hours

Service Level Remedies

Service Credits

If we fail to meet our 99.9% uptime commitment, you may be eligible for service credits:

  • 99.0% – 99.8% uptime: 10% monthly subscription credit
  • 95.0% – 98.9% uptime: 25% monthly subscription credit
  • Below 95.0% uptime: 50% monthly subscription credit

Credit Limitations

  • Credits apply only to the affected monthly billing period
  • Maximum credit per month: 50% of monthly subscription fee
  • Credits must be requested within 30 days of the end of the affected month
  • Credits are applied to future billing periods, not cash refunds
  • Credits are your sole remedy for SLA breaches

How to Request Credits

To request service credits:

  1. Email hello@dtfgangsheetbuilder.com within 30 days
  2. Include “SLA Credit Request” in the subject line
  3. Provide specific dates and times of service issues
  4. Include any supporting documentation or screenshots

Monitoring and Reporting

Service Monitoring

We continuously monitor our Service using:

  • Automated uptime monitoring tools
  • Performance analytics and metrics
  • User-reported issue tracking
  • Server and application health monitoring

Monthly Reports

Upon request, we will provide:

  • Monthly uptime statistics
  • Performance metrics summary
  • Planned maintenance schedule
  • Service improvement updates

Maintenance and Updates

Scheduled Maintenance

  • Frequency: Typically once per month or as needed
  • Duration: Maximum 4 hours per month
  • Notice: 48-hour advance notice via email and platform notifications
  • Timing: Outside peak usage hours when possible (typically weekends)

Emergency Maintenance

  • Performed only for critical security or stability issues
  • May occur without advance notice
  • Minimized duration and impact
  • Immediate notification to affected users

Data and Security

Data Protection

  • Regular automated backups of system data
  • Secure data transmission (SSL/TLS encryption)
  • GDPR-compliant data handling
  • No customer design file storage (files processed but not retained)

Security Measures

  • Regular security audits and updates
  • Intrusion detection and prevention
  • Secure hosting infrastructure
  • Compliance with industry security standards

Limitations and Exclusions

Service Scope

This SLA applies only to:

  • Core platform functionality as described
  • Services directly controlled by our infrastructure
  • Standard subscription features

Exclusions

This SLA does not cover:

  • Third-party integrations or services
  • Customer’s internet connectivity or devices
  • Beta features or experimental functionality
  • Services obtained through free trials or promotional offers

Changes to This SLA

Modification Rights

  • We may update this SLA with 30 days’ written notice
  • Material changes affecting service levels require 60 days’ notice
  • Continued use of the Service constitutes acceptance of changes
  • Previous SLA versions remain available upon request

Customer Notification

Changes will be communicated via:

  • Email to registered account holders
  • Platform notifications within the application
  • Updates posted to our website

Termination

Effect on SLA

  • This SLA terminates when your subscription ends
  • Outstanding service credit requests remain valid for 90 days
  • No new SLA claims can be made after service termination

Contact Information

For SLA-related inquiries, service credits, or to report service issues:

DTF Gang Sheet Builder

  • Email: hello@dtfgangsheetbuilder.com
  • Subject Line: “SLA Inquiry” or “SLA Credit Request”
  • Address: Mariebergsgatan 12 A, 731 34 Köping, Sweden

For emergency service issues affecting platform availability, contact us immediately at the same email address with “URGENT – Service Outage” in the subject line.

This Service Level Agreement is effective as of the date listed above and applies to all active DTF Gang Sheet Builder subscriptions.

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