Service Level Agreement

Last Updated: February 1, 2023

Availability Commitment.

The Pasito Product will be Available 99.5% of the time, measuredly on a calendar monthly basis (the “Availability Commitment”).  “Availability” means that the Pasito Product is accessible to Customer.  Availability measures will not include downtime resulting from:
  • Upgrades: Customer will receive prior notice by email of Pasito’s upgrade windows, which will be scheduled between 5pm and midnight Pacific Time to the extent feasible. Downtime due to upgrades that is excluded from the Availability calculation will not exceed 5 hours per month.
  • Pre-scheduled maintenance periods: Customer will receive at least 24 hours prior notification by email of pre-scheduled maintenance periods. Maintenance shall be scheduled between 5pm and midnight Pacific Time. Downtime due to pre-scheduled maintenance that is excluded from the Availability calculation will not exceed 2 hours per month.
The Availability Commitment does not apply to any downtime of the Pasito Product that results from:
  • Account suspension or termination due to Customer’s breach of the Agreement;
  • Disengagement of functionality of the Pasito Product due to Customer’s request;
  • Force Majeure Events; or
  • Customer’s or its service provider’s equipment, software or other technology.
Pasito will provide Customer with reports on Availability upon request.

‍Credit.
If Pasito fails to achieve the above Availability for the Pasito Product, Customer may claim a credit based on a monthly pro-rated amount of the annual subscription fee, as provided below.
PERCENTAGE AVAILABILITY PER MONTH CREDIT
99.5-100.0 0%
97.0-99.49 4%
94.0-96.99 6%
92.0-93.99 10%
Below 92.0 50%
Customer will not be entitled to a credit if it is in breach of this Agreement, including its payment obligations.  To receive a credit, a Customer must file a claim for such credit within five (5) days following the end of the month in which the Availability Commitment was not met by contacting Pasito at support@joinpasito.com with a complete description of the downtime, how Customer was adversely affected, and for how long.The credit remedy set forth in this Service Level Agreement is Customer’s sole and exclusive remedy for the unavailability of the Pasito Product

‍Customer Support.
Pasito live technical support business hours will start at 9:00 am Pacific Time and run until 5:00 pm Pacific Time on weekdays. Technical support can be contacted via email at support@joinpasito.com.

Live technical support will not be available on Christmas Day (December 25) and New Year’s Day (January 1). Limited technical support will be available during the hours listed above during Pasito holidays. The current Pasito holidays are set forth below:
  • Presidents Day (third Monday of February)
  • Memorial Day (last Monday of May)
  • Independence Day (July 4)
  • Labor Day (first Monday of September)
  • Thanksgiving Day (fourth Thursday in November)
  • Christmas Eve (December 24)
  • New Year’s Eve (December 31)