piFilter Service Level Agreement (SLA)

piFilter Uptime Service Level Agreement
Recogmission guarantees piFilter uptime to be 100%. This guarantee assures that all requests transferred to the engine are served 100% of the time. Service delays caused by the software failures will be eliminated in 60 minutes of identifying the problem.

SLA Exclusions
Many possible situations are completely beyond the control of Recogmission and piFilter team, and therefore compose the exlusions to this SLA. These situations include:

  • Scheduled Network Maintenance - occasionally network maintenance will be required. Recogmission will do everything to minimize and avoid downtime during this maintenance. You will receive prior notification of upcoming maintenance at the email address registered in your account. Scheduled maintenance periods are not eligible for SLA credits.
  • Malicious Attacks - if a third party not associated with Recogmission and its piFilter service initiates a "Denial of Service" or other form of disabling attack against our system or major portions of the network, Recogmission will do everything possible to stop the attack, but cannot guarantee a resolution time.

SLA Remedy
In the event that Recogmission does not meet this SLA, clients will become eligible to request compensation for downtime. If Recogmission is or is not directly responsible for causing the downtime, the customer will receive a credit for 5 times the number of your system requests during the downtime. This means that if piFilter does not send responses to your service for 5000 requests during the downtime, you will receive 25000 free requests of credit.

All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed last choosen customer's package. This SLA does not apply if the account is in default of payment.

Response Time SLA
piFilter customers are covered by our 1 hour initial response time guarantee. That means that when you submit a trouble ticket via email or our help desk system you are guaranteed a response from a technician within 1 hour. If Recogmission fails to respond within 1 hour, you will be credited 5 times the number of your system requests during that hour. That means that if your ticket goes 2 hour unanswerred past our stated initial response time guarantee and your system normally issues 1000 requests in 1 hour, then your account will receive a 10,000 free requests of credit. All requests for compensation must be received within 5 business days of the incident in question. The amount of compensation may not exceed last choosen customer's package. This SLA does not apply if the account is in default of payment.

How to Report a Problem
piFilter technicians are available 24 hours a day. You may contact them by email: support@pifilter.com.