Service Agreement (SA) & Service Level Agreement (SLA)
Last updated: 1/14/2016
Introduction

This Service Agreement & Service Level Agreement for Inventory Hawk Online Services (this “SLA”) is a part of your agreement with "Innovative Cloud Solutions, LLC" (operating as "Inventory Hawk") (referred to as the “Agreement” in the rest of this document). Capitalized terms used but not defined in this SLA will have the meaning assigned to them in the Agreement. This SLA applies to the Inventory Hawk Online Services listed herein (a “Service” or the “Services”), but does not apply to separately branded services made available with or connected to the Services or to any on-premises or 3rd party software that is part of any Service used by Inventory Hawk (Such as the "Microsoft Cloud", "Azure", "Google Cloud", "Google Maps", "Stripe", "SendGrid", Etc...). We will not modify the terms of your SLA during the initial term of your subscription; however, if you renew your subscription, the version of this SLA that is current at the time of renewal will apply throughout your renewal term.

Service Guarantees

Inventory Hawk makes no guarantees on the availability or uptime of our Services. We strive to maintain 95% uptime per month across all our systems and their components. We depend on many 3rd party systems to run our infrastructure. As a result our uptime can (and will) be subject to the uptime and SLA guarantees on these services as well. We strive to be as communicative as possible regaring any upcoming service disruptions so you can plan around them in advance. Some of the Inventory Hawk Services may be experimental and not tested in any manner. Inventory Hawk does not represent or warrant that any Services are free of inaccuracies, errors, bugs or interruptions, or are reliable, accurate, complete or otherwise valid. The Inventory Hawk Services are provided “as is” with no warranty, express or implied, of any kind and Inventory Hawk expressly disclaims any and all warranties and conditions, including, but not limited to, any implied warranty of merchantability, fitness for a particular purpose, availability, security, title and/or non-infringement. Your use of the Inventory Hawk Services is at your own discretion and risk, and you will be solely responsible for any damage that results from the use of any Inventory Hawk Services including, but not limited to, any damage to your computer system or loss of data.

Service Limitations

Plan Limitations: Plan limitations (such as category, product or property counts) are metered by the system. Accounts that have reached these limits can (in most cases) go past these limits by upgrading to the next available plan. Any limitations that go beyond what an upgrade can offer can potentially be extended by hiring Innovative Cloud Solutions, LLC to build a custom component for a seperate project fee.

Support & Engineering: All account plans are limited in the amount of available support time per month. These limits are clearly stated in the plan pricing grid on our main website here or on our dedicated plans page here. Additional support and/or engineering time can be purchased on an ad hoc basis.

Extensions to Our Services: Any extensions you build on top of your data or our services is your responsibility to operate and maintain. Inventory Hawk can offer additional assistance in this regard with the purchase of additional engineering time.

Mapping Data: All account plans are limited to 50,000 mapping requests per month and are subject to overage charges once past this limit. These limits are clearly stated in the plan pricing grid on our main website here or on our dedicated plans page here. Any applications you build with your API that require mapping ui will require the use of a mapping system owned and operated by you and/or your staff. Inventory Hawk can offer additional assistance in this regard with the purchase of additional engineering time.

API Use: As stipulated in our Terms & Conditions your use of our Data API to access your content, submit sales leads, or extend our service in any way may be subject to rate limiting and additional charges. This will likely take effect if your account uses the APIs enough to increase our operating costs and warrent an extension of our service or subscription plan with you.

Storage: All account plans are limited in the amount of available storage per month and are subject to overage charges once past this limit. These limits are clearly stated in the plan pricing grid on our main website here or on our dedicated plans page here. There is an additional limit of 10gb for document storage on all accounts used for product data.

Bandwidth: All account plans are limited in the amount of outgoing media over CDN and a seperate limit foor the amount of incoming and outgoing transactional data per month. This includes images, API calls, search requests and any other data transfered between accounts or to/from public websites. These limits are clearly stated in the plan pricing grid on our main website here or on our dedicated plans page here. All accounts are subject to overage charges once past this limit.

Overage Charges: We will make every attempt to notify account owners of additional charges and how they can be avoided prior to reaching a plan limitation.

Additional Costs

If your account goes past the storage, mapping, support time, CDN or transactional data limited by your plan (as stated above), you will be liable for overage charges or the additional support or engineering time requested. In most cases seperate agreements will be made prior to being invoiced for the additional costs. These agreements will fall outside of any monthly or yearly subscription plan and will be invoiced seperatly.

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