Service level agreement
RazorERP commits to 99.5% monthly availability of the RazorERP platform. This agreement defines how availability is measured and the service credits customers can claim.
Last updated November 3, 2026
During the term of a customer’s agreement with RazorERP, the RazorERP platform will be available to the customer at least 99.5% of the time in each calendar month. If it is not, and the customer meets the conditions below, the customer can receive service credits. This version replaces the service level agreement effective June 30, 2014.
Definitions
- “Service Failure” means a period of more than 15 minutes in a row when the RazorERP platform is unavailable for the customer to use.
- “Covered Service” means the RazorERP platform service.
- “Monthly Uptime Percentage” means the total minutes in a calendar month, minus the minutes of Service Failure in that month, divided by the total minutes in the month.
- “Service Credit” means additional days of service added to the end of the customer’s current term, at no charge, as set out below.
Service credits
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.5% but at least 95% | 10% of the month’s days of service |
| Less than 95% but at least 90% | 25% of the month’s days of service |
| Less than 90% | 50% of the month’s days of service |
Service Credits for all Service Failures in one calendar month are limited to fifteen (15) days of service. Service Credits cannot be exchanged for money.
How to request a credit
Send a written request to RazorERP support within thirty (30) days of the end of the month in which the Service Failure happened. Include the dates and times of the Service Failure and how it affected the customer’s use of the service. A request that is not made within thirty (30) days cannot be accepted.
Exclusions
No Service Credit is due for unavailability that results from:
- Scheduled maintenance, which we perform at times of low use and announce in advance where practicable, or urgent maintenance needed to protect the security or integrity of the service.
- Denial of service attacks, viruses, hacking attempts, or other events outside RazorERP’s reasonable control.
- The customer’s own equipment, software, or internet connection, or systems the customer connects to RazorERP.
- A breach of the customer’s agreement, including its payment obligations, or misuse of the service. Credits are not available while a breach remains uncured.
Sole remedy
Service Credits are the customer’s only remedy for any failure to meet this service level agreement, unless the customer’s signed agreement says otherwise.
Contact
Customers can reach RazorERP support through the RazorERP support portal or at 215-515-7300. Questions about this document can go to info@razorerp.com, to 215-515-7300, or through the contact page.