Invoice Cloud Service Level Agreement

We understand that service interruptions hinder your ability to process payments. We set a high bar for uptime.

The Basics

 Our Service Level Agreement (SLA) commits to a 99.9% monthly

  • We use consistent maintenance windows whenever possible, but at times may need to make emergency changes for security and other reasons.
  • Client Services is available during extended business hours and will also respond 24 x 7 in the event of an emergency.

Reliability. Our track record speaks for itself: Invoice Cloud has consistently achieved a 99.9+% application uptime.  Redundancy is built in across layers of the stack including but not limited to servers, storage, firewalls, web application firewalls, load balancers and networking components.  This includes geographic redundancy between Microsoft Azure’s East Coast and West Coast zones.

The Details

Service Level Agreements are often full of confusing language that is difficult to decipher and obscures what the provider actually promises to do. We strive to make this simpler.

Uptime. Invoice Cloud measures Monthly Uptime as the number of minutes per month when the Invoice Cloud customer portal is available, as calculated below.  Our multiple monitoring tools monitor our infrastructure 24 x 7.  If there is an issue, our automated monitoring systems alert our technical staff.

Here are some situations that will not be counted toward Downtime (“Excluded Downtime”):

  • “Scheduled Downtime” to complete maintenance including  system upgrades and updates.
  • Issues related to integrations you’ve configured and their configuration or
  • Issues stemming from payment processors and other third parties such as Paya and Chase and other issues that are beyond Invoice Cloud’s control.
  • Network problems which are beyond our control such as your internet connection, firewall, or routing configurations preventing data from flowing to or  from Invoice Cloud or bad routing tables between your ISP and our
  • Issues related to the performance of your billing system, print vendor, etc. that are outside Invoice Cloud’s control and
  • “Force majeure” – events or circumstances beyond our reasonable control (such as an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, denial of service attack, or ISP failure or delay).

Uptime. “Monthly Uptime” is the percentage of total minutes in a month when Invoice Cloud was available to you. This is calculated by dividing the number of uptime minutes in the month (all uptime minutes plus Excluded Downtime as defined above) by the total number of minutes in that month.

Scheduled Downtime. Invoice Cloud may occasionally need to perform maintenance to ensure a high level of security and reliability, or install major system upgrades. To keep things simple and least impactful to you, we strive to schedule  maintenance on the last Sunday of each month, between  5 am – 8 am Eastern Time.  We typically don’t use every maintenance window, and in many cases, the impact to system availability is less than the allotted three hours.

If we need to perform maintenance outside the monthly window, we will notify you at least 48 hours in advance via the email address provided in your Invoice Cloud account.  In circumstances where we need to perform unscheduled maintenance for critical reasons, e.g., an emergency security change, we’ll do so because it is of import to your security or the performance/availability of the system.

Support

Invoice Cloud’s Client Services team is available to assist you Monday – Friday from 7:00 am – 8:00 pm Eastern Time, excluding holidays.  You may submit a ticket (at any time) via your Biller Portal, or, during these hours, speak to a Product Specialist who will answer questions, troubleshoot problems and assist as needed to enable you to get the most from your partnership with Invoice Cloud and your use of the EBPP platform.  You will also be provided with a special telephone number that you can use should you encounter an emergency after hours. An answering service will gather relevant information and alert the on-duty Client Service team member who will contact you if action is required prior to the next business day.  We use the following severity levels to guide our team:

  • “Critical Severity” support issues are responded to within 1 hour and must be reported via phone so we can most quickly troubleshoot with you. Examples of these issues include unavailability of the Invoice Cloud portal, platform, integrations, or APIs, or a problem that is severely adversely impacting your ability to use the platform.
  • “High Severity” support issues are responded to within 2 hours and should be reported via telephone or by emailing helpdesk@invoicecloud.com. Examples of these issues include degraded performance of the Invoice Cloud platform or APIs, although the portal and processing are still
  • Other support issues are responded to by the next business day  and should be reported via telephone or by emailing helpdesk@invoicecloud.com.  Examples include general questions, feature requests, data pulls, multi-factor authentication resets, integration troubleshooting, etc.

 

Invoice Cloud Vers. 3.1 (SLA) June 2019