Our Service Level Guarantees can be reviewed in our Software License Agreement in Schedule “E” Service Level Warranty. https://www.transoftsolutions.com/sla/
The My Transoft Solutions Portal is guaranteed 99.9% uptime.
Our Recovery Point Objective and Recovery Time Objective for the portal are 24 hours.
This only affects the ability to deliver license data. In the unlikely event of a failure to our system, we have several alternatives in place:
- If the software has been issued a license already and the Portal can’t be contacted, the software will run offline for a set duration (30 days for USL, allocated TSLs will continue to operate) which will keep customers active through the downtime.
https://helpdesk.transoftsolutions.com/hc/en-us/articles/360042196794-When-and-how-often-do-users-have-to-login-to-use-the-software
- If customers continue to have issues, our support team can issue a temporary on-premises license option upon request.
* Note: Be sure to also check the SLA Special Terms (same link) to see if there are any variations to the Service Levels for a particular product.