Service Level Agreement
Effective Date: April 17, 2026
i3Simple commits to maintaining platform availability of 99.5% measured on a monthly basis for paid subscribers on Growth, Professional, and Agency plans. Free and Starter plan subscribers are not covered by this SLA but will receive best-effort availability. Scheduled maintenance windows are excluded from availability calculations, with at least 48 hours advance notice provided via email and platform notification.
Downtime Definition
Downtime means any period during which core platform functions are unavailable to all users. Downtime does not include:
- Periods of degraded performance where the platform is accessible but operating below normal speed
- Unavailability of individual features while core functionality remains accessible
- Downtime caused by factors outside our reasonable control, including third-party service outages
- Scheduled maintenance windows
- Outages caused by your own configurations or actions
Service Credits
If monthly availability falls below the committed 99.5%, you are eligible for service credits:
- 99.0% – 99.5%: 10% of monthly fee
- 98.0% – 99.0%: 25% of monthly fee
- Below 98.0%: 50% of monthly fee
Service credits are your sole remedy for downtime and will be applied to your next billing cycle. Credits are not redeemable for cash and are forfeited upon account cancellation.
Claiming Credits
Submit a written request to support@i3simple.com within 30 days of the end of the month in which the downtime occurred. Your request must include: the dates and times of downtime experienced, a description of how it affected your use of the platform, and any error messages or documentation. We will investigate and respond within 10 business days.
Support Response Times
i3Simple provides technical support via email at support@i3simple.com. Response times are measured during business hours (9am – 6pm Eastern Time, Monday through Friday, excluding US federal holidays).
- Starter: Within 48 business hours
- Growth: Within 24 business hours
- Professional: Within 8 business hours
- Agency: Within 4 business hours (priority support)
Contact
i3Simple • 4010 Dupont Circle, Louisville, Kentucky, 40207
Email: support@i3simple.com