## Why partner with Gadget?

**Grow your business**  
Introduce a new revenue stream by collecting a 20% commission for every client you refer to a Gadget paid plan.](/content/service-level-agreement#w-tabs-0-data-w-pane-0/index.html)  
  
**Build with a full-stack app platform**  
Offer your clients a best-in class ecommerce solution with reliable, secure applications built with Gadget.](/content/service-level-agreement#w-tabs-0-data-w-pane-1/index.html)  
  
**Accelerate your app development**  
Every app comes out of the box with a backend, frontend, API, and more, so you can jump straight into building.](/content/service-level-agreement#w-tabs-0-data-w-pane-2/index.html)

## How the Gadget Partner Program works

### Start for free
Join the Gadget partner program to build

#### Refer your clients
Share Gadget with your clients and professional network, build your clients’ apps using Gadget, and get familiar with Gadget's platform and integrations to start earning commissions.

#### Grow with Gadget
We’re here to help you every step of the way. Whether you need documentation, advice, or support, the Gadget team is always ready to help you find a solution.

# Service level agreement
Last Updated: Jul 25, 2023
The following Service Level Agreement, which is incorporated into and forms part of the Terms of Service between **Gadget Software, Inc.** ( **"Gadget"**) and Customer ( **“customer"**), will apply to the Services for Enterprise Customers specified in the Order Form accompanying this agreement.

### **Platform**

#### **1. Uptime Commitment**
Gadget will provide Actual Availability for at least ninety-nine and ninety-nine percent (99.99%) of the total time in each calendar month during the Billing Cycle, as measured by Gadget (the **"Uptime Commitment"**).

#### **2. Service Credits**
If the Uptime Commitment is not met during any particular calendar month during the Subscription Term, then Customer will be eligible for a service credit ( **"Service Credit"**), provided that Customer reports to Gadget such failure to meet the Uptime Commitment and requests such Service Credit in accordance with this Exhibit. The amount of any Service Credit due hereunder shall be calculated as follows: X * Y, where X = the total fees due from Customer to Gadget for the affected Services for the relevant calendar month (regardless of when billed or payable), and Y = the Credit Percentage corresponding with the Actual Availability provided (as a percentage of total time) for the relevant calendar month, as set forth in the table below.

| Actual availability | Credit % |
| --- | --- |
| Less than 99.9% but greater than or equal to 99.0% | 10% |
| Less than 99.0% but greater than or equal to 98.0% | 20% |
| Less than 98.0% but greater than or equal to 96.0% | 30% |
| Less than 96.0% | 50% |

#### **3. Credit Requests and Payment**
Service Credits are automatically applied to your invoices as Gadget detects its own failure to meet this SLA. In the event that you feel that a Service Credit is due, but has not been offered, you must send an email to support@gadget.dev within thirty (30) days of the end of the month of the Billing Cycle in question.

#### **4. Definitions**
All capitalized words used but not defined in this Service Level Agreement have the meaning set forth in the Agreement.

**4.1 Scheduled Availability**
**"Scheduled Availability"** means the time, in minutes, that the applicable Services are generally accessible and available to the Customer.

**4.2 Unscheduled Downtime**
**"Unscheduled Downtime"** means the time, in minutes, that the applicable Services are not generally accessible and available to the Customer, excluding inaccessibility or unavailability due to Customer’s acts or omissions, force majeure events, scheduled maintenance disclosed with at least 24 hours’ notice by email, hacking or virus attacks, or reasonable emergency maintenance.

**4.3 Actual Availability**
**"Actual Availability"** means Scheduled Availability less Unscheduled Downtime.

### **Gadget Support Service Level Agreements**

**1. Urgent:** Critical Issue
Defect resulting in full or partial system outage or a condition that makes Gadget unusable or unavailable in production for all of Customer’s Users.

**2. High:** Significant Business Disruption
Issue resulting in a situation meaning major functionality is impacted and significant performance degradation is experienced. Issue impacts significant proportion of user base and / or major Gadget functionality.

**3. Normal:** Minor Feature or Functional Issue / General Question
Issue results in a component of Gadget not performing as expected or documented. An inquiry by a Customer representative regarding a general technical issue or general question.

**4. Low:** Minor Issue / Feature Request
An Information request about Gadget or feature request.

### **Target response times**

| Severity level | Standard | Priority | Priority plus |
| --- | --- | --- | --- |
| 1. Urgent | 1 hour 24/7 × 365 | 1 hour 24/7 × 365 | 1 hour 24/7 × 365 |
| 2. High | 4 business hours Monday - Friday | 2 business hours Monday - Friday | 2 hours 24/7 × 365 |
| 3. Normal | 1 business day Monday - Friday | 1 business day Monday - Friday | 12 business hours Monday - Friday |
| 4. Low | 2 business days Monday - Friday | 2 business days Monday - Friday | 1 business day Monday - Friday |

Business hours are from 9am to 5pm (Eastern time), except where otherwise stated.

## Learn more about our SLOs
[Contact us](mailto:franco@gadget.dev?subject=Gadget%20SLA) [View SLO policy](/content/service-level-objectives/index.html)