Service Level Standards

Last Updated:

June 3, 2024

1. Website Availability    

1.1 OnFrontiers will use commercially reasonable efforts to ensure that the Website will be available at least 99.5% of the time subject to Maintenance and other Exclusions. Availability is measured monthly and calculated as follows: (total - downtime + excluded)/total * 100) ≥ 99.5. Where:

●       total means the total number of minutes over the previous month;

●       downtime means minutes during which the Subscription Service is not available; and

●       excluded means any Maintenance and other Exclusions described in Section 2 below.

2. Maintenance & Other Exclusions    

2.1 The Website will not be considered to be unavailable for any outage that results from any maintenance performed by OnFrontiers (i) of which Customer is notified at least 24 hours in advance; or (ii) during OnFrontiers’s then-current routine maintenance windows (collectively referred to herein as “Scheduled Maintenance”). In addition, the Website will not be considered unavailable for any outage due to (i) Customer network unavailability or bandwidth limitations; (ii) issues arising from bugs or other problems in the software, firmware or hardware of Customer or any third parties; or (iii) factors outside of OnFrontiers’s reasonable control, including any Force Majeure events as listed in Section 16 of the General Customer Agreement.

3. Support Contact and Availability

3.1 OnFrontiers customer support will be available, as follows:

3.2 Calls/emails received outside of regular business hours will be responded to the next business day.

3.3 All availability hours exclude public, bank and national holidays in the United States.

4. Service Requests

4.1 OnFrontiers will respond to service-related incidents and/or requests submitted by Customer within the following timeframes. 

4.2   Service times are dependent on Consumer’s availability to provide clear examples of the issues at hand and deliver prompt feedback on any follow up questions.

4.3   Updates from support will continue until OnFrontiers support closes the issue.