Service Level Agreement
This Service Level Agreement ("SLA") applies to eligible paid recurring production services provided through iDataSync by AGGREGATIVE VALUE SOLUTIONS AGGVAL LLC. It does not apply to free services, trials, demonstrations, pilots, beta features or one-time implementation work unless a written order expressly includes them.
A written order may define different service levels and prevails for the matter it expressly addresses.
Covered service
The covered service consists only of the iDataSync-managed production components and scheduled integration processes identified in the applicable order.
Third-party APIs, websites, marketplaces, accounts, networks, customer-operated devices, browsers and customer infrastructure are not operated by iDataSync and are not included in the availability calculation.
Integration method and continuity
iDataSync will use the best reasonably available lawful method for the agreed objective, which may include an API, another interface, a browser extension, controlled web extraction or a custom connector.
Because source platforms may change APIs, page structures, authentication, rate limits, policies or blocking controls without notice, uninterrupted compatibility cannot be guaranteed. iDataSync will make reasonable efforts to diagnose the issue, restore the existing method or propose a practical alternative when available.
Availability target
The target monthly availability for covered iDataSync-managed production components is 99.0%.
Availability is measured over the calendar month in which the recurring service is active. A material interruption means that the covered service cannot perform its principal agreed data-transfer function because of a verified fault within iDataSync's reasonable control.
Minor delays, partial degradation that does not prevent the principal function, and failures limited to a third-party or customer-controlled component are not counted as covered unavailability.
Exclusions
The availability target does not include interruption or degradation caused by:
- scheduled maintenance or emergency security maintenance;
- a third-party API, website, marketplace, cloud service, account, network or data source;
- third-party changes to authentication, rate limits, page structure, access rules or technical interfaces;
- blocking, suspension or restriction imposed by a source platform;
- missing, expired or invalid customer credentials, permissions or subscriptions;
- customer systems, devices, browsers, extensions, configuration, data or instructions;
- unlawful, unauthorized or prohibited access requested by the customer;
- denial-of-service attacks, internet-wide incidents, force majeure or events outside reasonable control;
- suspension permitted by the Terms of Service.
Maintenance
Planned maintenance will be scheduled to reduce disruption. iDataSync will provide at least 24 hours' notice when reasonably practicable. Emergency maintenance may be performed without advance notice when necessary to protect security, data or service integrity.
Support and response targets
Support requests must be sent to contact@idatasync.com with the affected connector, account, timestamps, observed behavior and available evidence.
A business day means Monday through Friday, excluding United States federal holidays. Business hours are 9:00 a.m. to 5:00 p.m. Central Time. Response targets are measured only during business hours and are acknowledgements and initial-assessment targets, not guaranteed resolution times.
- Critical: complete failure of a covered production integration with no practical workaround — response within 4 business hours.
- High: serious degradation or repeated failures affecting the principal workflow — response within 1 business day.
- Normal: limited defect, question, change request or non-urgent issue — response within 2 business days.
Resolution time depends on diagnosis, customer cooperation and third-party behavior. iDataSync will provide reasonable status updates for critical incidents and use best efforts to restore service.
Customer obligations
The customer must maintain valid accounts, subscriptions, permissions and credentials; provide accurate configuration and test data; keep required customer-operated components available and updated; report incidents promptly; and cooperate with reasonable diagnostic requests.
Time waiting for customer access, evidence, approval or action is excluded from response and restoration calculations.
Service credit or refund
If covered monthly availability falls below 99.0% because of verified material unavailability within iDataSync's reasonable control, the customer may request a service credit or refund.
The remedy is limited to the recurring fee for the affected service in the current billing month and may be prorated according to the verified unavailable period. The total credit or refund cannot exceed 100% of that month's recurring fee and does not include setup fees, completed custom work, taxes or non-recoverable third-party costs.
The request must be sent to contact@idatasync.com within 15 calendar days after the end of the affected billing month and include the information required by the Refund and Cancellation Policy.
This credit or refund is the customer's exclusive monetary remedy for an SLA failure unless a written order or mandatory law provides otherwise.
External changes and prolonged impracticability
An external-platform failure or change is not an SLA breach. However, if it prevents the agreed service for a prolonged period and no reasonable alternative is available, iDataSync may pause billing, offer a proportional current-month credit or refund, revise the scope, or allow cancellation without a future renewal charge.
Changes and contact
The SLA version accepted with the applicable purchase or renewal governs that billing period. Material reductions do not apply retroactively to an already paid period.
Questions may be sent to contact@idatasync.com.
Last updated: August 3, 2026.