Mobility Work guarantees 95% server uptime for customers subscribing to the Premium package and 99% server uptime for customers subscribing to the Ultimate package (according to the terms of our Service Level Agreement or SLA). If this commitment is not met and your company suffers the consequences in any way, your account will be credited with a "service credit" that will be used for future payments.

To view current uptime or historical uptime, access Mobility Work - System Status.

Focus on the Service Level Agreement

Service interruption

Service interruption is the total number of minutes Mobility Work is unavailable over a period that corresponds to a fiscal quarter (e.g., April 1 to June 30, and every three months thereafter). We use monitoring software to measure the server-side error rate, as well as tracking the testing of critical services that ensure server uptime.

Service interruption excludes the following items :

  • Slow or other performance problems with some features that do not impact the proper functioning of the application but only the user experience (searches, file loading, etc.)

  • Problems related to external applications or third parties (e.g. unavailability of the IdP - Identity Provider for Social Login or SAML)

  • Any feature or product considered as a pilot experiment, alpha or beta version of a software or other similar entity

  • Network or external equipment problems beyond our control (for example, related to bad routing tables between your Internet Service Provider (ISP) and our server, or to the Firewall (WAF) or other network configuration not adapted to the use of a public SaaS web application).

  • Planned interruption for maintenance purposes

Commitment on server uptime

Server uptime is the actual time that Mobility Work is up and running, expressed as a percentage of the total time (in minutes), over a fiscal quarter period. Our commitment is to maintain an uptime of more than 95%, i.e. :

[(total number of minutes in the quarter − service downtime) / total number of minutes in the quarter] > 95%

Planned interruption

In order to guarantee an optimal experience for our users, we are occasionally required to perform maintenance tasks. If a planned interruption is necessary, we will give you at least 48 hours notice, unless the intervention is necessary to address security issues. Within a year, the cumulative duration of planned interruptions may not exceed 25 hours.

Service assets

If our 95% server uptime guarantee (Premium Plan) and 99% availability guarantee (Ultimate Plan) is not met, each affected account, that subscribed to one of the plans, will be credited with a credit note corresponding to 2 times the amount paid for its subscription during the period of unavailability of Mobility Work (this credit note is referred to as "Service Credit").

Service Credits are not refunds, they cannot be exchanged for cash, they are limited to 30 days of paid service and expire upon termination of your contract. In order to benefit from them, you must first have paid all your outstanding invoices. Service credits are the only existing compensation in the event that the Mobility Work obligations as defined in this Service Level Agreement are not met.

Note: Service interruptions do not affect all users at the same time and in the same way. For example, some accounts may receive a service credit due to an outage in their region, while other accounts that were not affected in the same way will not be compensated.

Updates

As our business evolves, we may need to modify our SLA. Customers can check the content of the latest version of our Service Level Agreement at any time by accessing this page.

Support Team response time

Mobility Work guarantees a response time from its support team for customers subscribing to the Premium and Ultimate packages.

For any critical / blocking problem reported: a response will be provided in less than 3 working days for customers subscribing to the Premium package and in less than 24 hours (working days) for customers subscribing to the Ultimate package.

For any non-critical / non-blocking problem reported: a response will be provided within 7 working days for customers subscribing to the Premium package and within 3 working days for customers subscribing to the Ultimate package.

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