Service Level Agreement

Since we understand there can be issues with an interruption, it is recognized you should be able to depend on the service(s) needed to run your business, including being engaged with your customers and users.

This is why the Tablika SLA objective is at least 99% uptime for the software, servers, the web portal, APIs, and other components of IT infrastructure associated with Mobile Apps made with Tablika.

For paying Customers, if Tablika doesn’t achieve the 99% or higher availability objective for a month, Customers receive a 50%  Service Credit of the amount paid for the time period.

In conjunction with this, how is “ Downtime ” monitored ?

Downtime is when a web page, or API call takes longer than 120 seconds to respond.  This is measured from the time your web browser or applications successfully reach out to our servers and you have access to a reliable and fast internet connection to do so.  A reliable Internet connection means your ping response time is less than 10 ms and your upload and download speed is greater than 1 MB per second.

What is not “Downtime”?

  • Slowness with specific features (such the expansion of link contents, search, etc.)
  • Issues related to external integrations or caused by third parties specific to your instance (for instance, if you are pulling data or content from a third party service into your apps and they are slow, we can’t take responsibility for it)
  • Delays with image or video uploading, processing or sharing
  • Network problems external to our systems which are out of our control, such as bad routing tables between your ISP and our servers Scheduled System Downtime ”

Downtime  is based on two factors:

1. the number of minutes Tablika was unavailable, and
2.  the percent of Tablika users that were affected.
By considering both these factors, we can fairly assess the overall magnitude of downtime for everyone using the system.  For every outage, we calculate Downtime by multiplying the number of outage minutes by the percent of users affected. To arrive at the entire “Downtime Period,” we sum up all the numbers for the month.

Why is Downtime tracked?
To identify areas of improvement in Tablika service delivery as well as to make it simple and transparent in recognizing Downtime doesn’t affect everyone at the same time or in the same way. For example, Tablika could be experiencing an outage but your team may be completely unaffected, and vice versa.

How is “ Monthly Uptime ” calculated?
Monthly Uptime Percentage is the percent of total possible minutes the service was available to you, less the Downtime minutes from the total possible minutes in a given month.

What is “Scheduled Downtime”?
Since there is an occasional need to perform system maintenance, Tablika will provide advance notice of “ Scheduled Downtime”.
Note –  This is very limited in nature and typically occurs outside normal working hours to minimize impact on Customers using the Cloud Service.  However, if Tablika is provided on a Customer in-house system, then Customer policies apply.

How is the “ Service Credit ” calculated ?
Once we calculate your “ Downtime ” (see above), we’ll refund you 50 % what you paid Tablika for that amount of time service was unavailable for the month.  For example, if Tablika’s uptime falls to 98% in a given month, that results in about 864  minutes of Downtime, the Customer qualifies for the refund upon proof of business impact with a service credit. Note  –  A Service Credit is added as a credit on the Customer account and can’t be exchanged for cash or other monetary compensation.

Is there a “ Maximum Service Credit ” ?
Yes – service credits are calculated monthly and capped at a  maximum of 30 days of paid service.

What’s not included in the Tablika SLA ?
This SLA doesn’t include performance issues :
A.  caused by factors outside of Tablika’s reasonable control
B.  that resulted from any actions or inactions of you or any third party
C.  that resulted from your equipment, internet connection, and/or third party equipment (not within the primary control of Tablika)
D.  arising from our suspension and termination of your right to use Tablika in accordance with the Tablika Terms of Service.

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