Service Level Agreement
Updated on March 22, 2023
This Service Level Agreement (SLA) is a part of, and refers to, the SetMe License Agreement (LA) between You and
Techinline for the SetMe software provided by Techinline Ltd. The purpose of this Service Level Agreement is to
describe and set the expectations, within which potential service disruptions and issues reported with SetMe
software will be captured, logged, reported on, and resolved. The responsibilities of both parties are included in
This Service Level Agreement is only valid for customers with an active and paid SetMe Account. It describes
SetMe's standard service level guidelines followed by its Technical Support team.
The period during which Your SetMe Account is licensed (based on the purchased subscription type). The Service
Period will continue for as long as you have an active paid SetMe account or until you or we terminate the
Agreement in accordance with these Terms, whichever happens first.
A credit approved and given to You in the form of partially extending Your Service Period. One (1) Service Credit
means one (1) day and will not result in a refund of any Customer fees due or previously paid. You agree to
provide reasonable information as required by Techinline for proper diagnosis/repair and for proper calculation of
any applicable Service Credits.
Service Credit does not apply as a result of: a) unavailability due to Scheduled Maintenance; b) periods of
unavailability during which Your SetMe Account is not in good financial standing or You are in violation of our
LA; c) circumstances beyond our control, including, without limitation, acts of any governmental body, war,
embargo, fire, flood, extended unavailability of Public Utility Service or unavailability or delay in
telecommunications, or Internet Service Providers; d) Your misuse of the Software Product.
2. Service level commitment on the Hosted Service
SetMe is committed to providing a reliable, high-quality network to support its network services (Hosted
Service). We endeavour to ensure that the Hosted Service is available at least 99.95% during the calendar year. In
the event that Hosted Service availability falls below 99.95% for the given calendar year, You are entitled to
initiate a Service Credit Claim Process, and if approved, we will credit Your Hosted Service account with 30
Service Credit(s). Our commitment to ensuring the Hosted Service's availability does not include:
- Performance or availability issues due to factors outside of SetMe's reasonable control
- Performance or availability issues that resulted from Customer's or third-party hardware, software or services
- Performance or availability issues that resulted from actions or inactions of Customer or third parties
related to, including but not limited to hardware, machinery and equipment
- Performance or availability issues that resulted from actions or inactions of Customer or Customer's
employees, agents, contractors, or vendors or anyone gaining access to SetMe's network by means of Customer's
SetMe login credentials
- Performance or availability issues that were caused by Customer's use of the services after SetMe advised
Customer to modify its use of the services, if Customer did not modify its use as advised
- Through Customer's use of any free version, beta, trial offer, early adopter programs and/or demos (as
determined by SetMe).
3. Scheduled maintenance
Scheduled Maintenance shall mean any maintenance performed by us. We will periodically conduct Scheduled
Maintenance without any prior notice. We agree to make reasonable attempts to perform Scheduled Maintenance during
historically low-use hours based on average use by our Customers. We reserve the right to occasionally perform
4. Standard support services provided by SetMe
The SetMe team is available to assist You with sales inquiries, technical issues, or other questions. Please feel
free to contact us via live chat, email, or phone.
Replies to all received support tickets are guaranteed within 24 hours. Support will be provided in the English
Customers report technical incidents and issues by creating a support ticket via the SetMe web portal at support.set.me/#/support-request or via email: email@example.com
Phone support is available for general technical inquiries, sales inquiries, and account-related inquiries. Our
phone support team may direct You to submit a support ticket if the support request is outside of their general
knowledge and needs to be elevated to our engineering team.
General Working Hours.
Weekdays (07:00 - 20:00 US Eastern Standard Time, excluding Canadian national holidays).
We do not provide support for matters other than the SetMe software, e.g. server maintenance, operating systems,
HTML & CSS consultation, and general computer errors. While our expert tech support team always does its best
to assist You and sometimes helps with issues unrelated to SetMe, please understand that such issues are beyond
the scope of our support and we are unable to guarantee an accurate solution for such issues.
5. Reporting an outage or failed service
You agree to notify us immediately if You suspect the Hosted Service is unavailable or if You notice any other
outage, failed service, or technical error.
Technical issues can be addressed by email. After receiving your report and corresponding description of the
error, the issue will be considered as opened and you will receive a written confirmation from our support team.
Depending on the nature of the issue and for the successful diagnosis and / or resolution of the issue it might
be necessary for You to provide us with some additional information, or for us to arrange a remote desktop
troubleshooting session with You.
6. Service credit claim process
In order to initiate a claim for Service Credit, You must contact SetMe within three (3) business days after the
end time of the claimed outage or failed service for which credit is requested. The Service Credit request must
provide: (a) Your SetMe account's username and contact information; (b) the date and beginning/end time of the
claimed outage or failed service; and (c) a brief description of the characteristics of the claimed outage or
You will be notified via e-mail upon resolution of the request. If rejected, the notification will specify the
basis for rejection. If approved, SetMe will issue Service Credit to Your SetMe Account. Multiple Service Credits
will not be given for the same period of time, i.e. failure to meet multiple criteria during a period of time
generates only a single Service Credit. The total number of all Service Credits for all failures occurring in a
given Service Period may not exceed thirty (30) days. Service Credits may not be received in the form of a refund.
7. Acceptable use policy
If the SetMe Account is used for illegal purposes or any operation that might be harmful to Techinline, we
reserve the right to terminate Your service without notice. We prefer to advise customers of inappropriate
behavior and any necessary corrective action, however, flagrant violations of the Acceptable Use Policy will
result in immediate termination of service. Our failure to enforce this policy, for whatever reason, shall not be
construed as a waiver of our right to do so at any time.
We reserve the right to change or supplement this SLA at any time. Any changes will be posted to this website
along with the effective date. We urge you to monitor this website to be informed of any changes. In the event
that the modifications materially alter your rights or obligations hereunder, we will make reasonable efforts to
notify you of the change. Your continued use of our products and services after the revised SLA has become
effective indicates that you have read, understood and agreed to the current version of this SLA.