TeamGram Service Level Agreement
Effective date: June 01, 2026
Replaces all prior versions
This Service Level Agreement (“SLA”) describes TeamGram Inc.’s (“TeamGram”) commitments to paid customers regarding service availability, support response times, and data backup. It is incorporated into and should be read alongside the TeamGram Terms of Service.
1. Eligibility
The commitments in this SLA apply exclusively to paid customers whose accounts are in good standing at the time of the relevant event. An account is considered to be in good standing when:
- the customer’s subscription is active and not suspended or terminated;
- all payments are current and not past due; and
- the customer is in compliance with the TeamGram Terms of Service.
Customers whose accounts do not meet all of the above conditions are not eligible for service credits or the support response times described in this SLA until their account is restored to good standing.
2. Definitions
Downtime: Any period during which the Service is completely unavailable to the customer, as measured by TeamGram’s monitoring systems. Partial degradation of performance or availability of individual features does not constitute Downtime for the purposes of this SLA.
Scheduled Maintenance: Planned maintenance work carried out by TeamGram, announced at least 24 hours in advance through the Service or by email. Scheduled Maintenance periods are excluded from Downtime calculations.
Monthly Uptime: The percentage of time in a calendar month during which the Service was available, calculated as: (total minutes in month − Downtime minutes) ÷ total minutes in month × 100.
Service Credit: A reduction in the fees payable for a future billing period, issued as a credit against your account. Service Credits have no cash value and are not refundable.
3. Uptime Commitment and Service Credits
TeamGram commits to a Monthly Uptime of 99.33% or higher. Where this commitment is not met, eligible customers may claim a Service Credit according to the following schedule:
| Monthly Uptime | Approximate Downtime | Service Credit |
| ≥ 99.33% (SLA met) | Up to ~5 hours | None |
| 99.00% – 99.32% | ~5 – ~7.5 hours | 5% of monthly fee |
| 95.00% – 98.99% | ~7.5 – ~36 hours | 25% of monthly fee |
| < 95.00% | More than ~36 hours | 50% of monthly fee |
The “Approximate Downtime” column is provided for reference only. Official Downtime is determined from TeamGram’s system logs.
Service Credits are applied as a discount against the customer’s next invoice or as an equivalent free service period, at TeamGram’s discretion. Credits may not be exchanged for cash.
How to claim a Service Credit
To claim a Service Credit, an eligible customer must submit a request through the feedback form at teamgram.com or by email to support [@] teamgram.com, including:
- the dates and times of the Downtime experienced;
- a brief description of the impact on your use of the Service.
Claims must be submitted no later than 7 days after the end of the billing period in which the Downtime occurred. TeamGram will verify the claim against system logs and respond within 10 business days. Late claims will not be accepted.
Exclusions
The following are excluded from Downtime calculations and do not qualify for Service Credits:
- Scheduled Maintenance announced at least 24 hours in advance.
- Downtime caused by factors outside TeamGram’s reasonable control, including internet outages, force majeure events, or failures of third-party infrastructure not under TeamGram’s direct control.
- Downtime resulting from the customer’s own actions, configurations, or misuse of the Service.
- Downtime affecting only certain features or a subset of users where core Service functionality remains available.
- Periods during which the customer’s account was not in good standing.
4. Support Response Times
TeamGram will respond to support requests from eligible customers according to the severity levels and response times below. Response time means the time from receipt of a valid support request to TeamGram’s first substantive response. It does not guarantee resolution within that timeframe.
| Severity | Description | Coverage | Response Time |
| Maximum | Service is completely unavailable for all users | 24 × 7 | 1 hour |
| High | Service is unavailable for some users and no workaround is possible | 24 × 7 | 3 hours |
| Normal | Partial service disruption, single-customer issue, or problem with a viable workaround | Mon–Fri, 9:00–18:00 CET/CEST | 1 business day |
Business hours for Normal severity are Monday through Friday, 09:00–18:00 Central European Time (CET), observing Central European Summer Time (CEST) from the last Sunday in March to the last Sunday in October. Public holidays in Türkiye and the Province of Ontario, Canada are excluded.
How to submit a support request
All support requests must be submitted through the feedback form at teamgram.com. If the TeamGram website is unavailable at the time of the request, requests may be sent by email to support [@] teamgram.com. Requests submitted through other channels cannot be guaranteed to receive a response within the timeframes above.
When submitting a request, please include a clear description of the issue, the severity level you believe applies, and any relevant screenshots or error messages. Providing complete information helps TeamGram respond more effectively and may reduce resolution time.
5. Backup and Data Recovery
Backup schedule
TeamGram takes automated backups of all databases containing Customer Data every hour. Backups are encrypted and transmitted to secure servers at a geographically separate location as part of TeamGram’s disaster recovery infrastructure.
Recovery
In the event of data loss caused by a disaster or infrastructure failure on TeamGram’s part, TeamGram will make all reasonable efforts to restore the most recent available hourly backup as quickly as possible. TeamGram will notify affected customers of the incident and keep them informed of recovery progress.
Backups are designed for use on TeamGram’s own infrastructure. TeamGram makes no representations regarding the compatibility or restorability of backup data on any platform other than TeamGram.
Customer backup requests
System administrators may download the data of their account using the Export facility in the Control panel. Full backups are not routinely delivered to customers. This policy exists to protect the security and privacy of all users within a customer’s account, as backups include the data of all users associated with that account.
A customer may request a copy of their backup data in writing. Such requests must be submitted by an authorized representative of the customer organization. TeamGram reserves the right to request documentation verifying the identity and authority of the requestor before releasing any backup data, and may decline requests where sufficient proof is not provided.
A processing fee of USD 200 applies per backup request, payable in advance. Approved requests will be fulfilled within a reasonable timeframe following receipt of payment and verification of authorization.
6. General
This SLA represents TeamGram’s entire commitment regarding service availability, support, and data backup. It does not modify or supersede any other terms in the TeamGram Terms of Service.
TeamGram reserves the right to update this SLA from time to time. Material changes will be communicated to customers at least 30 days in advance by email or through the Service. The current version is always available at teamgram.com.
For questions about this SLA, contact support [@] teamgram.com.