​1. Definitions

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• Total Monthly API Time: Total number of minutes in a given calendar month.​

• Unavailable Monthly API Time: Number of minutes during which Quik! APIs are unavailable for use, excluding Excluded Monthly API Times.​

• Actual Monthly API Availability Percentage:
  (A − B) ÷ A × 100, where:

  • A = Total Monthly API Time

  • B = Unavailable Monthly API Time​

• Monthly API Availability Percentage Threshold: 99.9%.​

• API Service Credit: Credit applied against future fees for the affected API service.

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2. Availability Commitment

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Quik! will use commercially reasonable efforts to maintain at least 99.9% uptime for all Quik! APIs and enterprise applications each calendar month.
If Quik! fails to meet the Monthly API Availability Percentage Threshold, the customer becomes eligible for a Service Credit as described below.

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3. Service Credits

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When uptime for the month falls below 99.9%:

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• The customer receives a 15% credit on the monthly fees paid for the affected service.​

• Credits apply only to future invoices (no refunds).​

• Credits are capped at the total fees paid for the affected service for that month.

 

Claim Process

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To receive a Service Credit:

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1. Send a written request to accounting@quikforms.com within 30 days after the end of the affected month.

2. Include the subject line “SLA Credit Request.”

3. Provide:

   • The affected API(s) or service(s)

   • The dates and times of downtime

   • Supporting information from Quik!’s status page: Quik! Status Page Status

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Quik! will verify the claim using internal monitoring records and notify the customer of eligibility within 30 days. Quik!’s internal monitoring is the authoritative uptime source for validation.

 

4. Excluded Monthly API Times

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Downtime does not include the following:​

1. Scheduled maintenance with at least 24 hours’ notice.

2. Emergency maintenance necessary to protect system integrity or security.

3. Outages shorter than five (5) continuous minutes.

4. Issues caused by:

   • Customer’s software, systems, or network connectivity.

   • Third-party providers or dependencies outside Quik!’s control.

   • Force majeure events or internet-wide disruptions.

5. APIs or features designated as alpha, beta, developer preview, or limited release.

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5. Monitoring and Notifications

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Quik! publishes real-time system status and maintenance notices at:
Quik! Status Page Status

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Enterprise customers may subscribe on that site to receive automatic email notifications for downtime or scheduled maintenance events.

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6. Support Response and Escalation

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Support response and escalation standards are defined in the Enterprise Customer Support Policy.

The SLA governs uptime and credit eligibility; support responsiveness is governed separately.

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7. Sole Remedy

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Service Credits are the customer’s sole and exclusive remedy for Quik!’s failure to meet the availability commitments defined in this SLA.

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8. Updates

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Quik! may update this SLA from time to time. The most current version will always be available at:
https://www.quickforms.com/support-policy