Service Level Agreement
Effective: 1 July 2025
1. Scope
This Service Level Agreement (“SLA”) is part of your agreement with TASKTOGO ApS (“TASKTOGO”) and applies to paid Pro and Enterprise subscriptions. Free-tier accounts are excluded from uptime commitments but benefit from the same infrastructure.
2. Uptime Commitment
TASKTOGO commits to the following Monthly Uptime Percentage for the core application:
| Plan | Monthly Uptime | Max Downtime / Month |
|---|---|---|
| Pro | 99.9% | ≈ 43 minutes |
| Enterprise | 99.95% | ≈ 22 minutes |
Monthly Uptime Percentage = (total minutes in month − downtime minutes) / total minutes × 100
3. Service Credits
If TASKTOGO fails to meet the uptime commitment in any calendar month, affected customers may request a service credit applied to the next billing cycle:
| Monthly Uptime Achieved | Credit (% of monthly fee) |
|---|---|
| 99.0% – < 99.9% (Pro) / 99.5% – < 99.95% (Enterprise) | 10% |
| 95.0% – < 99.0% | 25% |
| < 95.0% | 50% |
Credits are your sole and exclusive remedy for downtime. Credits do not carry over and have no cash value.
To request a credit, email support@tasktogo.com within 30 days of the incident with the approximate time and duration.
4. Support Response Times
| Severity | Description | Pro | Enterprise |
|---|---|---|---|
| S1 — Critical | Complete outage, data loss risk | 1 hour | 30 minutes |
| S2 — High | Core feature unusable, no workaround | 4 hours | 1 hour |
| S3 — Medium | Degraded feature, workaround exists | 1 business day | 4 hours |
| S4 — Low | Cosmetic or minor inconvenience | 3 business days | 1 business day |
Response times are measured from receipt of your support request during business hours (Mon–Fri 09:00–18:00 CET/CEST). Enterprise customers have 24/7 S1 coverage.
5. Exclusions
The following are not counted as downtime for SLA purposes:
- Scheduled maintenance windows (announced ≥ 48 h in advance via status page).
- Downtime caused by customer actions, misuse, or third-party services outside TASKTOGO's control.
- Force majeure events (natural disasters, acts of war, ISP failures, etc.).
- Free-tier accounts.
- Beta or preview features clearly labelled as such.
6. Status Page
Live uptime metrics and incident history are available at tasktogo.com/status.
7. Enterprise Custom SLA
Enterprise customers may negotiate custom uptime targets, dedicated infrastructure, data residency, and BAA/DPA terms. Contact sales to discuss your requirements.
8. Changes to this SLA
TASKTOGO may update this SLA with 30 days' notice. Continued use of the paid service after the effective date constitutes acceptance of the revised SLA.
Questions? Email legal@tasktogo.com