Quaderno Premium SLA
Thousands of companies rely on Quaderno. Just like you, we use Quaderno to manage our own business. That’s why we guarantee the accuracy of our tax calculations and 99.99% monthly uptime to businesses on Quaderno Premium.
If you are a customer of Quaderno Premium service and a result returned by the service was inaccurate and results in an audit, Quaderno will cover any uncollected sales tax, penalties and interest, resulting from the inaccuracy, up to 2x what you paid Quaderno over the prior 12 months, provided you:
- Had the Quaderno service properly set up and configured at the time the inaccurate result was returned,
- Notify us within 14 days of first receiving notice of audit and share your audit-related information so that we can help research the situation,
- Allow us to work with the state / country in case they are wrong (it happens!), to reduce your liability, and you provide reasonable assistance to Quaderno, and
- Reasonably cooperate in limiting your losses after receiving the negative audit finding.
What is “uptime”?
“Uptime” refers to the period of time when Quaderno is up and running. We make our uptime public here.
What happens if it’s below 99.99%?
Our Ops team is working so that we won’t find ourselves in that situation. But stuff happens, so if our uptime drops below 99.99%, we will provide an automatic credit under our SLA to our Premium customers on their next billing cycle.
For any given day where an outage exceeds 5 minutes, we’ll credit your account 10x for a full hour that is equal to the hourly rate you pay us for use of Quaderno. The maximum aggregate service credit that can be applied for any billing period will not exceed 100% of the fees payable during that billing period.
How do we track that uptime?
We track uptime by measuring the server side error rate along with using server monitoring software to look at results from ping tests, web server tests, TCP port tests, and website tests. Any changes to Quaderno’s uptime are immediately shown on our Status site.
Will this change in the future?
Quaderno may update this SLA at any time. But don't worry, we’ll notify you about significant changes by emailing the account owner or by placing a prominent notice on our site.
What if I have questions about this SLA?
Please get in touch with our customer success team and we’ll be happy to answer them!