{"id":78210,"date":"2023-09-05T14:01:10","date_gmt":"2023-09-05T14:01:10","guid":{"rendered":"https:\/\/tax.com\/?page_id=78210"},"modified":"2024-06-25T17:52:00","modified_gmt":"2024-06-25T17:52:00","slug":"sla","status":"publish","type":"page","link":"https:\/\/tax.com\/trust-center\/legal\/sla\/","title":{"rendered":"Service Level Agreement"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"78210\" class=\"elementor elementor-78210\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-db3d308 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"db3d308\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\" elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d79dabd\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"d79dabd\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c6c6d39 elementor-widget elementor-widget-html\" data-id=\"c6c6d39\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<script>\n    document.body.classList.add('header-dark')\n<\/script>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-76f8b22 custom-crumbs elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"76f8b22\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\" elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-88fca62\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"88fca62\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a00c82b elementor-icon-list--layout-inline breadcrumbs-trust-center elementor-widget elementor-widget-litho-lists\" data-id=\"a00c82b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"litho-lists.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items elementor-inline-items\">\n\t\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item list-item\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/tax.com\/trust-center\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Trust Center<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item list-item\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/tax.com\/trust-center\/legal\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M9.97724 18.1574L14.462 6.15983C14.556 5.90832 14.422 5.63345 14.1627 5.54589C13.9034 5.45833 13.6169 5.59124 13.5229 5.84275L9.03814 17.8403C8.94412 18.0918 9.07813 18.3667 9.33746 18.4543C9.59679 18.5418 9.88323 18.4089 9.97724 18.1574Z\" fill=\"#3E4050\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Legal<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item list-item\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M9.97724 18.1574L14.462 6.15983C14.556 5.90832 14.422 5.63345 14.1627 5.54589C13.9034 5.45833 13.6169 5.59124 13.5229 5.84275L9.03814 17.8403C8.94412 18.0918 9.07813 18.3667 9.33746 18.4543C9.59679 18.5418 9.88323 18.4089 9.97724 18.1574Z\" fill=\"#3E4050\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Service Level Agreement<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6e4e50c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6e4e50c\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\" elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3b30f63\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"3b30f63\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ac179e5 content-pages elementor-widget elementor-widget-heading\" data-id=\"ac179e5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\"><i>tax.com<\/i>\u2122 Service Level Agreement<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0f9536b section-heading elementor-widget__width-auto elementor-widget elementor-widget-text-editor\" data-id=\"0f9536b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Effective: May 17, 2024<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c28e98b elementor-widget__width-auto elementor-widget elementor-widget-shortcode\" data-id=\"c28e98b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"shortcode.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-shortcode\"><select name=\"page-version-selector\" id=\"pageVersionSelector\" onchange=\"location = this.value;\"><option value=\"https:\/\/tax.com\/trust-center\/legal\/sla\/\">Latest<\/option><\/select><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2230c41 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2230c41\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\" elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5b063fc\" data-fullscreen-column-settings=\"{&quot;fullscreen&quot;:&quot;&quot;}\" data-id=\"5b063fc\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-ee6ba33 legal-agreements elementor-widget elementor-widget-text-editor\" data-id=\"ee6ba33\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Ryan, LLC, on behalf of its <em>tax.com<\/em> operating division (\u201c<strong>Ryan,<\/strong>\u201d &#8220;<strong>Our,<\/strong>\u201d \u201c<strong>Us,<\/strong>\u201d or \u201c<strong>We<\/strong>\u201d), commits to provide Customer (\u201c<strong>You<\/strong>\u201d) with the Service Levels described in this Service Level Agreement (\u201c<strong>SLA<\/strong>\u201d) for the online service(s) to which You have subscribed (\u201c<strong>Online Service<\/strong>\u201d) during the relevant subscription term. The Online Services utilize a multi-tenant operating model that applies common, consistent management practices for all Customers. The SLA is an addendum to the Software as a Service Agreement between Ryan and You (\u201c<strong>Agreement<\/strong>\u201d), is subject to its terms and conditions, and in the event of a conflict, the Agreement will be controlling.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e5c54b5 content-pages elementor-widget elementor-widget-heading\" data-id=\"e5c54b5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Availability<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f059213 legal-agreements elementor-widget elementor-widget-text-editor\" data-id=\"f059213\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We will use commercially reasonable efforts to achieve 99.9% Availability and We commit to a 99.0% Service Level Credit Threshold for the Online Service. We will provide You with one business week Notification in advance of such Scheduled Maintenance followed by a reminder Notification one business day in advance. We will use reasonable efforts to perform Scheduled Maintenance outside of normal business hours and use Our best efforts to provide You with advance Notification of Emergency Maintenance. Upon request, We will furnish a quarterly Availability report prepared by the 15<sup>th<\/sup> day of the month immediately following the end of the most recent quarter. This report will be used as the basis to determine Availability. If the report indicates that Availability has fallen below the Service Level Credit Threshold for a given quarter, then for 60 days following that quarter You may request a Service Level Credit here: <a style=\"color: #585757\" href=\"mailto:customer.success@tax.com\">customer.success@tax.com<\/a>. We will issue Service Level Credits on Customer accounts within 60 days, and calculated according to the table below:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c4ce783 elementor-widget elementor-widget-html\" data-id=\"c4ce783\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<style type=\"text\/css\">\r\n    .privacy-tb{\r\n        margin-bottom: 20px;\r\n        line-height: 1.4;\r\n        color: #333;\r\n    } \r\n     \r\n    .privacy-tb .header{\r\n        background-color: #3E4050;\r\n        color: #fff;\r\n        font-size: 14px;\r\n        font-weight: 600;\r\n        font-family: \"Myriad Pro\";\r\n        text-transform: uppercase;\r\n        border-top: 1px solid #ccc;\r\n        border-left: 1px solid #ccc;\r\n        border-bottom: 1px solid #ccc;\r\n    }\r\n    \r\n    .privacy-tb .header .col{\r\n        border-right: 1px solid #ccc;\r\n        padding: 10px;\r\n    }\r\n    \r\n    .privacy-tb .header .col:not(:first-child){\r\n        justify-content: left;\r\n        text-align: left;\r\n    }\r\n    \r\n    .privacy-tb .header .col:not(.mobile-only):not(.tablet-only){\r\n        display: flex;\r\n        align-items: center;\r\n    }\r\n    \r\n    .privacy-tb .body-cell .col:not(:first-child){\r\n        text-align: left;\r\n    }\r\n    \r\n    .privacy-tb .col.last{\r\n        border-right: none;\r\n    }\r\n    \r\n    .privacy-tb .body-cell .col .row{\r\n        height: 100%;\r\n    }\r\n    \r\n    .privacy-tb .body-cell .col .row .col {\r\n        padding: 10px;\r\n        border-bottom:1px solid #D2D3DC;\r\n        font-family: \"Myriad Pro\";\r\n        font-size: 16px;\r\n        line-height: 24px;\r\n        color: #3E4050;\r\n        font-weight: 400;\r\n    }\r\n    \r\n    .privacy-tb .body-cell:nth-child(odd) .col .row .col {\r\n        background-color: #F8F8FA;\r\n    }\r\n    \r\n    .table-footer-text {\r\n        font-family: \"Lato\";\r\n        font-size: 18px;\r\n        line-height: 40px;\r\n        color: #585757;\r\n    }\r\n\r\n<\/style>\r\n<!-- code here -->\r\n<div class=\"container-fluid privacy-tb\">\r\n    <div class=\"row g-0 header\">\r\n        <div class=\"col col-4\">Service Level Credit Threshold<\/div>\r\n        <div class=\"col col-8\">Service Level Credit<\/div>\r\n    <\/div>\r\n    <div class=\"row g-0 body-cell\">\r\n        <div class=\"col col-4\">\r\n            <div class=\"row\">\r\n                <div class=\"col col-12\">Availability below 99.0%<\/div>\r\n            <\/div>\r\n        <\/div>\r\n        <div class=\"col col-8\">\r\n            <div class=\"row\">\r\n                <div class=\"col col-12\">One Service Level Credit for each hour of Downtime below 99.0% recorded during the reported quarter.<\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/div><!-- body cell -->\r\n<\/div>\r\n<!-- code end -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7e78c03 legal-agreements elementor-widget elementor-widget-text-editor\" data-id=\"7e78c03\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>One Service Level Credit equals the applicable Online Service annual fee during the current year divided by 1,000. For example, if the subscription fee charged is $20,000, then each Service Level Credit will be worth $20,000\/1,000 or $20. Any Service Level Credits due You will not exceed 25% of the amount of the annual Online Services fee pro rata for the quarter and will not entitle You to any refund or other payment from Ryan. The remedies contained in this SLA are the sole and exclusive remedy for Our failure to meet the SLA.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-904bd1b content-pages elementor-widget elementor-widget-heading\" data-id=\"904bd1b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Support<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-309b612 legal-agreements elementor-widget elementor-widget-text-editor\" data-id=\"309b612\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We will provide English language Technical Support during Support Hours. Customer Contacts must initiate all requests for Technical Support by e-mail at <a href=\"mailto:software.support@tax.com\">software.support@tax.com<\/a>. You may submit Level 1 support requests outside of Support Hours. We will assign requests for Technical Support an Error Level as detailed below with targeted response and resolution times:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4d21f63 elementor-widget elementor-widget-html\" data-id=\"4d21f63\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<style type=\"text\/css\">\r\n    .privacy-tb{\r\n        line-height: 1.4;\r\n        color: #333;\r\n    } \r\n     \r\n    .privacy-tb .header{\r\n        background-color: #3E4050;\r\n        color: #fff;\r\n        font-size: 14px;\r\n        font-weight: 600;\r\n        font-family: \"Myriad Pro\";\r\n        text-transform: uppercase;\r\n        border-top: 1px solid #ccc;\r\n        border-left: 1px solid #ccc;\r\n        border-bottom: 1px solid #ccc;\r\n    }\r\n    \r\n    .privacy-tb .header .col{\r\n        border-right: 1px solid #ccc;\r\n        padding: 10px;\r\n    }\r\n    \r\n    .privacy-tb .header .col:not(:first-child){\r\n        justify-content: left;\r\n        text-align: left;\r\n    }\r\n    \r\n    .privacy-tb .header .col:not(.mobile-only):not(.tablet-only){\r\n        display: flex;\r\n        align-items: center;\r\n    }\r\n    \r\n    .privacy-tb .body-cell .col:not(:first-child){\r\n        text-align: left;\r\n    }\r\n    \r\n    .privacy-tb .col.last{\r\n        border-right: none;\r\n    }\r\n    \r\n    .privacy-tb .body-cell .col .row{\r\n        height: 100%;\r\n    }\r\n    \r\n    .privacy-tb .body-cell .col .row .col {\r\n        padding: 10px;\r\n        border-bottom:1px solid #D2D3DC;\r\n        font-family: \"Myriad Pro\";\r\n        font-size: 16px;\r\n        line-height: 24px;\r\n        color: #3E4050;\r\n        font-weight: 400;\r\n    }\r\n    \r\n    .privacy-tb .body-cell:nth-child(odd) .col .row .col {\r\n        background-color: #F8F8FA;\r\n    }\r\n    \r\n    .table-footer-text {\r\n        font-family: \"Lato\";\r\n        font-size: 18px;\r\n        line-height: 40px;\r\n        color: #585757;\r\n    }\r\n\r\n<\/style>\r\n<!-- code here -->\r\n<div class=\"container-fluid privacy-tb\">\r\n    <div class=\"row g-0 header\">\r\n        <div class=\"col col-6\">Error Level<\/div>\r\n        <div class=\"col col-3\">Target Initial Response<\/div>\r\n        <div class=\"col col-3\">Target Time to Resolve<\/div>\r\n    <\/div>\r\n    <div class=\"row g-0 body-cell\">\r\n        <div class=\"col col-6\">\r\n            <div class=\"row\">\r\n                <div class=\"col col-12\"><b>\u201cLevel 1\u201d<\/b> means an Error causing Downtime.<\/div>\r\n            <\/div>\r\n        <\/div>\r\n        <div class=\"col col-3\">\r\n            <div class=\"row\">\r\n                <div class=\"col col-12\">2 Business Hours<\/div>\r\n            <\/div>\r\n        <\/div>\r\n        <div class=\"col col-3\">\r\n            <div class=\"row\">\r\n                <div class=\"col col-12\">Fix within 24 hours,\r\n                    <br>unless\r\n                    <br>Fix dependent on Emergency or Scheduled Maintenance, then Workaround within 24 hours and Fix within 30 days.\r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/div><!-- body cell -->\r\n    <div class=\"row g-0 body-cell\">\r\n        <div class=\"col col-6\">\r\n            <div class=\"row\">\r\n                <div class=\"col col-12\"><b>\u201cLevel 2\u201d<\/b> means an Error causing service degradation, critical features not functioning, or disruptions to access for a subset of customers.<\/div>\r\n            <\/div>\r\n        <\/div>\r\n        <div class=\"col col-3\">\r\n            <div class=\"row\">\r\n                <div class=\"col col-12\">4 Business Hours<\/div>\r\n            <\/div>\r\n        <\/div>\r\n        <div class=\"col col-3\">\r\n            <div class=\"row\">\r\n                <div class=\"col col-12\">Fix within 24 hours\r\n                    <br>or\r\n                    <br>Workaround within 24 hours, with 30 days to Fix.\r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/div><!-- body cell -->\r\n    <div class=\"row g-0 body-cell\">\r\n        <div class=\"col col-6\">\r\n            <div class=\"row\">\r\n                <div class=\"col col-12\"><b>\u201cLevel 3\u201d<\/b> means an Error with minor services disruption for some customers, non-critical features not functioning, or performance issues for a subset of customers.<\/div>\r\n            <\/div>\r\n        <\/div>\r\n        <div class=\"col col-3\">\r\n            <div class=\"row\">\r\n                <div class=\"col col-12\">8 Business Hours<\/div>\r\n            <\/div>\r\n        <\/div>\r\n        <div class=\"col col-3\">\r\n            <div class=\"row\">\r\n                <div class=\"col col-12\">Fix within 48 hours\r\n                    <br>or\r\n                    <br>Workaround within 48 hours, with 60 days to Fix.\r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/div><!-- body cell -->\r\n        <div class=\"row g-0 body-cell\">\r\n        <div class=\"col col-6\">\r\n            <div class=\"row\">\r\n                <div class=\"col col-12\"><b>\u201cLevel 4\u201d<\/b> means an Error causing minor glitches, cosmetic or non-critical issues.<\/div>\r\n            <\/div>\r\n        <\/div>\r\n        <div class=\"col col-3\">\r\n            <div class=\"row\">\r\n                <div class=\"col col-12\">8 Business Hours<\/div>\r\n            <\/div>\r\n        <\/div>\r\n        <div class=\"col col-3\">\r\n            <div class=\"row\">\r\n                <div class=\"col col-12\">Expedient Workaround according to prioritized issues.\r\n                <\/div>\r\n            <\/div>\r\n        <\/div>\r\n    <\/div><!-- body cell -->\r\n<\/div>\r\n<!-- code end -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a270bf legal-agreements elementor-widget elementor-widget-text-editor\" data-id=\"0a270bf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We will communicate progress toward resolution of Technical Support requests to a Support Contact. You agree to provide sufficient information and resources to respond to the request, access to appropriate Customer personnel, and access to Your system as appropriate, including remote diagnostic software and remote connections.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-57c349d content-pages elementor-widget elementor-widget-heading\" data-id=\"57c349d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Limitations<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8232f95 legal-agreements elementor-widget elementor-widget-text-editor\" data-id=\"8232f95\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>This SLA will not apply to any Availability issues caused by any of the following: (i) Your negligence, misconduct, or other improper or unauthorized use of a Online Service, (ii) insufficient training of Support Contacts or Your users, (iii) changes to configuration, development, or customization not authorized by Us, or (iv) that arise from operation or use with an application or in an environment not approved by Us.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-48d0358 content-pages elementor-widget elementor-widget-heading\" data-id=\"48d0358\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Applicability, Changes, and Effect<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c7d9a3f legal-agreements elementor-widget elementor-widget-text-editor\" data-id=\"c7d9a3f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The SLA does not apply to any on-premises software. We will have the right to make changes to this SLA to Your benefit and will not make changes to the SLA that degrade the levels of service You receive. Ryan agrees to give notice of any substantive changes to this SLA and post the notice at <a href=\"https:\/\/tax.com\/trust-center\/legal\/sla\/\">https:\/\/tax.com\/trust-center\/legal\/sla\/.<\/a> The revised SLA will be in effect upon posting.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-62e5be1 content-pages elementor-widget elementor-widget-heading\" data-id=\"62e5be1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Definitions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e7552a3 legal-agreements elementor-widget elementor-widget-text-editor\" data-id=\"e7552a3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Capitalized terms used in the SLA not defined below will have the meanings assigned to them in the Agreement.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4cc8435 legal-agreements elementor-widget elementor-widget-text-editor\" data-id=\"4cc8435\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>\u201c<strong>Availability<\/strong>\u201d or \u201c<strong>Available<\/strong>\u201d means the number of minutes in a calendar quarter the Online Service is available for normal access by You , as a percentage of the total number of minutes in the quarter after subtracting the following (i) minutes of Scheduled Maintenance or (ii) minutes of outage caused by circumstances beyond Our reasonable control, including, but not limited to, an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, identity access management, third party cloud infrastructure or internet service provider failure or delay, denial of service attack, strike, or other labor problem (other than one involving Ryan employees).\u00a0\u00a0<\/p><p>\u201c<strong>Downtime<\/strong>\u201d means the number of minutes in a calendar quarter that the Online Service is not Available (classified as a Level 1 Error). Downtime does not include the unavailability of a service due to Scheduled Maintenance or as otherwise excluded in the Limitations section of this SLA.<\/p><p>\u201c<strong>Emergency<\/strong> <strong>Maintenance<\/strong>\u201d means any period when an Online Service is unavailable due to acts of maintenance by Us that may be required to resolve a Level 1 issue.<\/p><p>\u201c<strong>Notification<\/strong>\u201d means e-mail communication or online notification to Customer\u2019s designated Support Contact(s) of an upcoming Scheduled Maintenance, a change or postponement to a Scheduled Maintenance, or an upcoming Emergency Maintenance.<\/p><p>\u201c<strong>Error<\/strong>\u201d means any verifiable and reproducible failure within an Online Service, whether or not it affects Availability. The meaning of Error will not include failure that is caused by the use or operation of an Online Service with an application or in an environment not approved by Us.<\/p><p>\u201c<strong>Fix<\/strong>\u201d means a software, hardware, or other modification we make to an Online Service to correct an Error or issue.<\/p><p>\u201c<strong>Scheduled Maintenance<\/strong>\u201d means any period where an Online Service is not available due to scheduled maintenance by Ryan, including upgrades, patches, fixes, and other routine maintenance.<\/p><p>\u201c<strong>Service Level<\/strong>\u201d means the performance metric(s) set forth in this SLA that We agree to meet in the delivery of each Online Service.<\/p><p>\u201c<strong>Service Level Credit<\/strong>\u201d means an amount determined by multiplying the fees for a calendar quarter (equal to 25% of the current, applicable annual Online Service fee paid by You by the applicable Service Level Credit percentage stated below. Service Level Credits apply only to fees paid for the Online Service for which a Service Level has not been met.<\/p><p>\u201c<strong>Service Level Credit Threshold<\/strong>\u201d means a percentage availability below which service level credits are payable.<\/p><p>\u201c<strong>Support Contact(s)<\/strong>\u201d mean the individuals designated by You to submit requests for Technical Support. If You have system administrator(s), then they must be designated as Support Contacts. Support Contacts are responsible for providing initial Tier 1 support, including making reasonable efforts to (1) resolve Tier 1 matters and (2) aggregate Technical Support requests.<\/p><p>\u201c<strong>Support Hours<\/strong>\u201d mean the hours between 9:00 AM and 5:00 PM U.S. Central Standard Time, excluding federal holidays.<\/p><p>\u201c<strong>Technical Support<\/strong>\u201d includes Tier 2 assistance with Online Service maintenance, Error resolution, and\/or troubleshooting. Technical Support does not include training, business requirements analysis, configuration assistance, or data entry.<\/p><p>\u201c<strong>Tier 1<\/strong>\u201d means an issue that Your support staff, which may include Support Contacts, can remedy, including basic issues like password resets or usage instruction problems.<\/p><p>\u201c<strong>Tier 2<\/strong>\u201d means an issue beyond the skill of the Tier 1 staff to solve.<\/p><p>\u201c<strong>Workaround<\/strong>\u201d means (i) a temporary set of procedures to circumvent or mitigate the impact of an Error, or (ii) a temporary patch designed to mitigate the impact of an Error.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Trust Center Legal Service Level Agreement tax.com\u2122 Service Level Agreement Effective: May 17, 2024 Ryan, LLC, on behalf of its tax.com operating division (\u201cRyan,\u201d &#8220;Our,\u201d \u201cUs,\u201d or \u201cWe\u201d), commits to provide Customer (\u201cYou\u201d) with the Service Levels described in this Service Level Agreement (\u201cSLA\u201d) for the online service(s) to which You have subscribed (\u201cOnline Service\u201d) [&hellip;]<\/p>\n","protected":false},"author":17,"featured_media":0,"parent":78189,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-78210","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - 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