This Service Level Agreement (“SLA”) governs support and availability of Tilt’s products and services. 

Support

Tilt technical and customer support hours are 9:00-5:00 PT/MT/CT/ET on weekdays. For leave support requests, email leavesuccess@hellotilt.com. For technical support, contact your customer success manager. We will respond within two (2) business days.

Support will be limited or unavailable during Company holidays. Current Company holidays include: 

• New Year’s Day
• Martin Luther King Jr. Day
• President’s Day
• Memorial Day
• Juneteenth
• Fourth of July 
• Labor Day
• Thanksgiving Day
• Friday after Thanksgiving
• Christmas Eve
• Christmas Day

Availability

The Services will be Available 99.9% of the time measured on a calendar monthly basis (Availability Commitment). “Availability” means that Customers can access the platform. Tilt will provide customers with reports on Availability upon request. Availability measures will not include downtime resulting from:

Upgrades: Customer will receive prior notice by email of Tilt’s upgrade windows, which will be scheduled between 5pm and midnight Mountain Time to the extent feasible. Downtime due to upgrades will not exceed 2 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 Mountain Time. Downtime due to pre-scheduled maintenance will not exceed 2 hours per month.

Emergency maintenance periods: Notice for emergency maintenance will be sent using commercially reasonable efforts. These maintenance periods will involve applying critical security patches and other emergency repairs to the Company infrastructure.

The Availability Commitment does not apply to any downtime of Services that results from: i) Account suspension or termination due to Customer’s breach of the Agreement; ii) Disengagement of functionality of Services due to Customer’s request; iii) Force Majeure Events; or iv) Customer’s or its service provider’s (e.g. Slack, Okta) equipment, software or other technology.

Credit

If Tilt fails to achieve the above Services Availability, Customer may claim a credit based on a monthly prorated amount of the annual subscription fee, as provided below.

Customers will not be entitled to a credit if they are in breach of its Agreement with Tilt, including payment obligations. To receive a credit, 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 Tilt at legal@ourtilt.com with a complete description of the downtime, how Customer was adversely affected, and for how long.

The credit remedy set forth in this SLA is Customer’s sole and exclusive remedy for the unavailability of the Services.