This policy forms part of the Terms of Service (the "Terms"). It describes the availability target and the support that DDR Solutions Inc. ("DDR") provides for Senots and one2sign (the "Services"). Capitalized terms have the meanings given in the Terms.
This policy sets targets, not guarantees. No service credits, refunds or other monetary remedies apply if a target is missed, unless a signed Order expressly provides them.
1. Availability target
1.1 Target. DDR aims for the Services to be Available 99.5% of the time in each calendar month, measured across the month, for Paid Plans.
1.2 "Available" means that Authorized Users can sign in and use the core functions of the Services, and Recipients can open signing pages and sign, from the public internet.
1.3 Exclusions. Time when the Services are unavailable for any of the following reasons does not count against the target:
- planned maintenance (Section 2);
- causes outside DDR's reasonable control, including events described in Section 21.4 of the Terms, and general internet or hosting-provider outages not caused by DDR;
- problems with Customer's or a Recipient's devices, networks, browsers, email systems or spam filters;
- Third-Party Services, including Google and Microsoft sign-in, Stripe and email delivery after the email leaves DDR's provider;
- suspension under Section 10 of the Terms, or use in breach of the Agreement;
- Preview Features, the Free Plan, Trials and read-only Accounts (Terms, Section 4.9); and
- sending that is delayed by the sending limits described in the Documentation.
2. Maintenance
DDR deploys most updates without downtime. If planned maintenance is expected to make the Services unavailable, DDR will give at least 48 hours' notice in the Services or by email, and will schedule it, where practical, outside 08:00 to 20:00 Eastern Time on business days. DDR may perform urgent maintenance, such as a security fix, without advance notice.
3. Incidents
During an incident that affects many Customers, DDR will post updates in the Services or email affected Owners. After a major incident, DDR will share a short summary of the cause and the fix with affected Customers on request.
4. Support
4.1 How to reach us. Email hello@one2sign.com from an email address on the Account. Include the company name, what happened, when, and any error message or Document Verification Code.
4.2 Support hours. 09:00 to 17:00 Eastern Time, Monday to Friday, excluding statutory holidays in the Province of Ontario ("Business Hours").
4.3 Languages. Support is provided in English. DDR will make reasonable efforts to respond in French or Spanish when asked.
4.4 Response targets. DDR aims to give a first response within these times, during Business Hours:
| Severity | Meaning | Paid Plans | Free Plan, Trials and read-only Accounts |
|---|---|---|---|
| 1. Critical | The Services are unavailable to all users of an Account, or a suspected security incident | 4 Business Hours | 1 business day |
| 2. High | A core function, such as sending or signing, does not work and there is no workaround | 1 business day | 2 business days |
| 3. Normal | A function does not work as described, but a workaround exists | 2 business days | Best effort |
| 4. Question | How-to questions, feature requests, billing questions | 3 business days | Best effort |
A first response acknowledges the request and gives an initial assessment. Resolution times depend on the problem.
4.5 Recipients. People who receive a Document should contact the sender about the Document. DDR will help with technical problems with the signing page.
4.6 Support access. To look inside an Account, DDR needs a Support Access Grant from an Owner or Admin (Terms, Section 8.3). DDR will ask for one when it is needed, and Customer may refuse.
4.7 What support does not include. Legal, tax, accounting, payroll or HR advice; implementation, data migration, custom training or development (available as professional services under an Order); and support for Third-Party Services.
5. Data protection
Security incidents affecting Customer Personal Data are notified under Section 8 of the Data Processing Agreement, not this policy.
6. Changes
DDR may update this policy as described in Section 21.1 of the Terms. DDR will not reduce the availability target or the response targets for a Paid Plan during a Subscription Term already paid for.