The availability and support commitments behind SalesSign.

Last updated: 3 June 2026

1. Scope

This SLA applies to the SalesSign application as made available to a paying customer under an active subscription and the applicable order form or master subscription agreement (the “Agreement”). It governs the availability of the SalesSign service used to build, send, track and eSign proposals from within Salesforce. In the event of a conflict between this SLA and the Agreement, the Agreement controls. Capitalised terms not defined here have the meaning given to them in the Agreement.

This SLA covers the SalesSign-operated components of the service. It does not extend to your own Salesforce org or to third-party services on which the service depends — see Section 5 (Exclusions).

2. Uptime commitment

SalesSign will use commercially reasonable efforts to make the service Available, measured as a percentage over each calendar month, of at least:

Monthly Uptime Commitment: 99.5%

“Available” means the service is operational and responding to requests. “Monthly Uptime Percentage” for a given calendar month is calculated as:

Monthly Uptime Percentage = (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month × 100

“Downtime” means the total number of minutes during the calendar month in which the service was Unavailable, excluding any minutes attributable to the events described in Section 5. “Unavailable” means the service is materially unable to perform its core functions for reasons within SalesSign’s reasonable control. Downtime is measured by SalesSign’s monitoring systems; figures from those systems are the authoritative source for SLA calculations.

2.1 How availability is measured

• Availability is monitored continuously by SalesSign’s monitoring tooling, which periodically checks the service from one or more independent locations.
• Short, isolated errors that do not materially affect the service’s core functions are not counted as Downtime.
• Downtime is measured in whole minutes, beginning when an outage is detected (or reported and confirmed) and ending when service is restored.
• Time attributable to an Exclusion in Section 5 is removed before the Monthly Uptime Percentage is calculated.

3. Service credits

If the Monthly Uptime Percentage in a given calendar month falls below the Monthly Uptime Commitment, you may request a service credit. A service credit is calculated as a percentage of the monthly subscription fees you paid for the affected service for the month in which the shortfall occurred, in accordance with the schedule below.

3.1 How to claim a credit

• To receive a service credit you must submit a claim to admin@salessign.io within 30 days of the end of the calendar month in which the shortfall occurred.
• Your claim must include the dates and times of each Downtime incident you are claiming for and any supporting information you have.
• SalesSign will validate the claim against its own monitoring records. If we confirm a shortfall, the credit will be applied to a future invoice.

3.2 Limits on credits

• Service credits are your sole and exclusive remedy for any failure by SalesSign to meet the Monthly Uptime Commitment, except where stated otherwise in the Agreement.
• Credits are non-refundable, cannot be exchanged for a cash payment, and are issued as a credit against future fees.
• The total credits awarded for any single calendar month will not exceed 100% of that month’s fees.
• Credits are only available to customers whose account is in good standing and current on all payments due.

4. Support response targets

SalesSign provides technical support during 09:00–17:30 UK time, Monday to Friday, excluding UK public holidays. When you raise a support request we assign it a severity level and aim to provide an initial response within the target times below. “Initial response” means a substantive acknowledgement from a support engineer, not an automated receipt. Response targets are objectives, not guarantees, and are measured during support hours unless your Agreement specifies otherwise.

SalesSign assigns the initial severity and may reasonably adjust it as we learn more about an issue. We will work to keep you informed of progress on S1 and S2 incidents until they are resolved or downgraded.

5. Exclusions

The following are not counted as Downtime and are excluded from the Monthly Uptime Percentage calculation, and no service credit is payable in respect of them:

• Planned maintenance. Scheduled maintenance for which SalesSign provides at least 48 hours advance notice, and emergency maintenance reasonably required to protect the security or integrity of the service.
• Force majeure. Events beyond SalesSign’s reasonable control, including natural disasters, fire, flood, war, civil unrest, acts of terrorism, government action, labour disputes, widespread internet or telecommunications failures, and large-scale denial-of-service or other malicious attacks.
• Customer-caused issues. Outages or impairments caused by your acts or omissions, your configuration, your network or equipment, your use of the service other than as documented, or your breach of the Agreement.
• Salesforce and third-party outages. Unavailability of the Salesforce platform, your Salesforce org, or any other third-party service, network, infrastructure or component not operated by SalesSign and on which the service depends.
• Beta and preview features. Features clearly labelled as beta, trial, preview, pilot or “early access”, which are provided without an availability commitment.
• Suspension. Any period during which the service is suspended in accordance with the Agreement, including for non-payment or for breach of the acceptable use terms.

6. Status page

You can view the current operational status of the service, and our record of past incidents and scheduled maintenance, on our status page:

Status page: https://salessign.instatus.com/

We recommend subscribing to status updates so you are notified of incidents and planned maintenance windows as they are published.

7. Changes to this SLA

SalesSign may update this SLA from time to time. Where a change materially reduces the commitments described here, we will provide reasonable notice in accordance with the Agreement. The version in force is the one published at this URL, and the “Last updated” date above reflects the most recent revision.

8. Security and data residency

This SLA addresses availability and support. It does not by itself describe how we secure or process data. For that, see our Security & Trust overview, our Data Processing Agreement and our list of sub-processors. SalesSign is currently undergoing Salesforce’s AppExchange Security Review.