Service Availability Agreement
Rocket Matter agrees that the Rocket Matter online legal practice management and time and billing solution will be available 99.99% of the time on a monthly basis, excluding scheduled and emergency maintenance, events beyond Rocket Matter’s reasonable control, failure of Subscriber’s internet access or any intermediate transit providers, Subscriber’s acts or omissions.
Credits for Lack of Availability
Credits against Subscriber’s monthly fee for lack of availability will be given to Subscriber based on the following scheme:
- 98% – 100% uptime: 0% credit
- 90% – 97.9% uptime: 15% credit
- 80% – 89.9% uptime: 30% credit
- 79.9% or less uptime: 100% credit
Credits for lack of availability are limited to the total amount of service fees paid to Rocket Matter for the month in which Rocket Matter fails to comply with the availability guarantee set forth above.
This guarantee does not apply to services or software under Subscriber’s control and responsibility. This guarantee is not available to Subscribers whose accounts are not paid in full. Conditions
To receive credits, the Subscriber must submit a request for credits to Rocket Matter by e-mail or other written communication within 48 hours of resolution of the service unavailability incident for credits are requested.