InReach Solutions' Service Level Agreement
Updated: April 1, 2025
By using SAM or any products or services by InReach Solutions, you are agreeing to the following service level agreements.
Definitions
“We”, “Our”, “InReach”, or “InReach Solutions” means InReach Solutions, LLC.
“You”, “Your”, “Client”, or “Client Organization” means the person or agency that is party to a SAM Agreement to procure a subscription to access SAM or other services of InReach Solutions.
“SAM” or “SAM Site" is the software application owned by InReach Solutions, and which is hosted by InReach Solutions and makes available certain of the Services.
“User” means the member of a Client Organization who has been granted access to SAM by the Client.
“Downtime” means the amount of time that Users cannot access SAM.
“Support” means requests made on behalf of Users to InReach Solutions support team.
“Severity” refers to the level of urgency assigned by the InReach Solutions support team to a support request.
Support Requests
InReach Solutions answers support requests Monday through Friday from 8:00am PST to 5:00pm PST. Client Users must make support requests through our ticketing system in SAM or via email to support@inreachsolutions.com.
Support Response & Resolution
Support requests fall into the following categories and are prioritized by severity and date request received.
Incidents & Severity Response
Severity depends on two primary factors, impact to users and system criticality.
Professional Services & Response
Uptime & Service Availability
InReach Solutions aims to provide 99% uptime availability for your SAM site.
Exclusions
The following situations are excluded from downtime calculations:
Maintenance Windows
Scheduled release of updates to Client SAM sites
Incorrect or forgotten passwords
Disabled access due to non-payment of services
Maintenance Windows and Update Release Schedule
Clients are notified of upcoming releases two (2) weeks prior to scheduled release. We expect to schedule 6-12 releases each year.
Scheduled maintenance occurs off general working hours, approximately two (2) Saturdays each month to patch servers as required. Clients are not notified of maintenance that does not affect operability of SAM Sites.
Disaster Recovery & Acceptable Data Loss
In the event of a disaster, InReach can recover data from the previous night’s backup. However, this excludes data loss caused by acts of war, natural disasters, or other uncontrollable events outside the control of InReach Solutions.
Remedies for Breach of Uptime & Service Availability
If unexpected downtime occurs outside of the guaranteed uptime, clients may request a credit. This credit covers all downtime once the threshold is met. The credit is calculated by averaging the SAM service costs from the past three months and dividing by total number of hours in a 90-day period (2,160 hours). The resulting hourly rate is then multiplied by the total downtime hours to determine the amount of credit.
Example
Cost of Services Over 3 Months = $1500
Downtime = 32 Hours
Credit = ($1500/2160 Hours) * 32 Hours = $22.22
Clients can request credits by submitting a support ticket or emailing
support@inreachsolutions.com. Once approved, credits will be applied to the client’s account in the next billing cycle.
Dispute & Escalation Path
Response via ticketing system, email or coordinated Zoom within 24 hours, Monday - Friday between 9am - 5pm PST.
Ticketing system available within SAM
CEO | Stefanie Zasyatkina
Response via email within 72 hours