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SearchStax Site Search Service Level Agreement
Last Revision Date – 2026/10/12
SearchStax will use commercially reasonable efforts to maximize the availability of SearchStax Site Search and provides performance standards as detailed below. This Service Level Agreement (“SLA”) applies only to SearchStax Site Search subscription plans and does not apply to any other product offered by SearchStax.
If SearchStax does not achieve and maintain the Monthly Guaranteed Uptime Percentages set forth in the table below for its SearchStax Site Search services under a subscription plan level, due to an Outage that is not an Excluded Outage (“SLA Violation”), and if Customer meets its obligations under this SLA, Customer will be eligible to receive the service credits described below. This SLA states Customer’s sole and exclusive remedy and SearchStax’s sole liability for an SLA Violation.
| Plan Level | Monthly Guaranteed Uptime |
|---|---|
| Premium Plans | 99.95% |
| Essential, Advanced and Premium Plans | 99.9% |
Service Credits are Calculated as Follows:
Essential Plan
| Monthly Guaranteed Uptime | Service Credit |
|---|---|
| < 99.9% | 5% |
| < 99% | 10% |
Advanced Plans
| Monthly Guaranteed Uptime | Service Credit |
|---|---|
| < 99.9% | 10% |
| < 99.5% | 20% |
| < 99% | 30% |
Premium Plans
| Monthly Guaranteed Uptime | Service Credit |
|---|---|
| < 99.95% | 10% |
| < 99.9% | 20% |
| < 99.5% | 30% |
Service Credits Terms and Conditions:
Credits will be made in the form of a monetary credit applied to future use of the Service. A pending
credit does not release a Customer from its obligation to pay SearchStax invoices submitted for
payment in full when due.
In order for a Customer to be eligible to receive a credit under this SLA, the Customer must use the
latest version of the Service.
Service Credits may not be exchanged for, or converted to, monetary compensation.
Customer Obligations
To be eligible for a Service Credit:
- Customer must log a support ticket with SearchStax within 30 days of first becoming aware of a potential Outage Customer must submit its claim and all required information by the end of the month immediately following the month in which the Outage occurred.
- Customer must include all information necessary for SearchStax to validate its claim, including: (i) a detailed description of the events resulting in Outage, including Customer’s request logs that document the errors and corroborate Customer’s claimed Outage (with any confidential or sensitive information in the logs removed or replaced with asterisks); (ii) information regarding the time and duration of the Outage; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of your attempts to resolve the Outage at the time of occurrence.
- You must submit your claim and all required information by the end of the month immediately following the month in which the Outage occurred.
- You must include all information necessary for SearchStax to validate your claim, including: (i) a detailed description of the events resulting in Outage, including your request logs that document the errors and corroborate your claimed outage (with any confidential or sensitive information in the logs removed or replaced with asterisks); (ii) information regarding the time and duration of the Outage; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of your attempts to resolve the Outage at the time of occurrence.
- Customer must reasonably assist SearchStax in investigating the cause of the Outage and processing Customer’s claim.
- Customer must comply with Customer’s applicable SearchStax Subscription Services Agreement, applicable SearchStax Site Search documentation and any advice from SearchStax’s support team.
Definitions
“Monthly Guaranteed Uptime” means the total number of minutes in a month, minus the number of
minutes of Outage suffered in a month, divided by the total number of minutes in a month and
expressed as a percentage.
“Outage” is calculated on a monthly basis and is the total number of minutes during the month that
SearchStax Site Search was unavailable. A minute is considered unavailable if all of your continuous
attempts to establish a connection to SearchStax Site Search within the minute fail. Outage does not
include: (i) partial minutes of unavailability, or (ii) an Excluded Outage.
“Service Credit” is the percentage of the Subscription Price to be credited to you if SearchStax approves
your claim, as set forth in the table above.
“Subscription Price” means the base monthly subscription fee for the applicable SearchStax Site Search
Plan, exclusive of any fees related to add-ons or excess usage.
“SLA” means this Service Level Agreement.
“Excluded Outage” means the following: (i) unavailability caused by circumstances beyond our reasonable
control, including, without limitation, act of God, acts of government, emergencies, natural disasters,
flood, fire, civil unrest, acts of terror, strikes or other labor problems (other than those involving our
employees), or any other force majeure event or factors; (ii) any problems resulting from any Customer
technology issue; (iii) interruptions or delays in providing SearchStax Site Search resulting from
telecommunications or internet service provider failures outside of our datacenter as measured by our
third party website availability monitoring provider; (iv) Service degradation or suspension as a result of
a Customer exceeding limits under an applicable SearchStax subscription; (v) unavailability caused by
SeachStax Site Search scheduled or emergency maintenance; or
(vi) any interruption or unavailability resulting from the misuse, improper use, alteration, or damage of
SearchStax Site Search.
Notice of Changes
SearchStax will provide at least thirty (30) days’ advance notice for changes to this SLA by either: (i)
sending an email to Customer’s point of contact for notices; (ii) posting a notice in the SearchStax
Dashboard; or (iii) posting a notice to the applicable SLA webpage. If a change to this SLA has a material
adverse impact on Customer and Customer does not agree to the change, Customer has the right to
terminate the corresponding service order within thirty (30) days of notice of such change from SearchStax.
This SLA applies to Customers who subscribe to the listed SearchStax Plans on or after the date of last
update. The changes are not retroactive. If you are an existing Customer as of that date, a description of
your service level agreement may be found below.
Last Updated: 2026/10/12
Previous versions of our Service Levels and Support Agreement can be found below: