White Label SaaS · glossary
A sum taken off Tressick's next invoice when the app is down too long. Each started hour of unplanned downtime above 4 in a month earns £300, up to £3,000 and never more than that month's Fees. Credits are Tressick's only money remedy for downtime (clause 13.5). Agreement, Schedule 3, paragraph 3 · Chapter 6 · see Availability Service Level
Explained in Chapter 6, Service Levels, Service Credits and Support, of White Label SaaS.
Also explained in Drafting Skills and Negotiation Skills.
A service level is a promise about how well software runs, written as a number, such as the hours it may be down. From go-live, Larchpay must meet the service levels in Schedule 3, which limit unplanned downtime and set response times for faults. If the app is down too long, Larchpay gives Tressick a service credit, a sum taken off the next invoice. Downtime that keeps coming back lets Tressick end the Agreement.Read Chapter 6, Service Levels, Service Credits and Support →
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