Here's the gist of our Service Level Agreement.
This Service Level Agreement ("SLA") defines the availability and support commitments provided by SimplyPrint. Applicability is determined by the Customer's subscription tier:
Enterprise Plan: Full eligibility for Uptime Guarantees, Service Credits, and Priority Support as detailed in Sections 2, 3, and 4.
Non-Eligible Plans: Users on Free, Basic, Print Farm, or School plans are provided the Service on an "as-available" basis. These tiers are not eligible for uptime guarantees or Service Credits.
Universal Provisions: Sections 6 (Exclusions) and 7 (Limitation of Liability) apply to all users across all subscription tiers.
SimplyPrint will use commercially reasonable efforts to ensure the SimplyPrint Platform (Web Interface and API) maintains a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle.
Downtime Definition: A period where the SimplyPrint API or Web Dashboard is unresponsive to valid requests, as verified by SimplyPrint's system monitoring (status.simplyprint.io).
Calculation: (Total Minutes in Month - Minutes of Downtime) / Total Minutes in Month.
In the event SimplyPrint fails to meet the 99.9% Uptime Commitment, Enterprise Customers are eligible to receive a Service Credit applied to their next monthly invoice.
Service Credits are the Customer's sole and exclusive remedy for any platform unavailability or performance issues.
Enterprise Customers receive priority routing and access to a Dedicated Support Agent. SimplyPrint aims for the following initial response times during Business Hours (09:00 -- 17:00 CET, Monday--Friday):
Critical Priority (System Outage): < 4 Hours
Standard Inquiries: < 24 Hours
To receive a Service Credit, the Enterprise Account Owner must submit a written request to [email protected] within thirty (30) days of the end of the month in which the Downtime occurred. The request must include the approximate dates and times of the reported outage.
The Uptime Commitment and Service Credits do not apply to downtime or performance issues caused by:
Client Infrastructure: Failures in the Customer's local network, ISP, or Wi-Fi.
Hardware & Consumables: Mechanical failure of 3D printers, material exhaustion, or print quality issues (e.g., "spaghetti" prints).
Third-Party Services: Outages caused by external SSO providers, third-party slicers, or major regional failures of cloud infrastructure providers (e.g., AWS, Cloudflare).
Maintenance: Scheduled maintenance windows communicated at least 48 hours in advance.
Force Majeure: Events beyond SimplyPrint's reasonable control.
This section applies to all users (Free, Basic, Print Farm, School, and Enterprise).
SimplyPrint is a monitoring and management tool. By using the Service, the Customer acknowledges and agrees that:
SimplyPrint is not liable for any physical damage to 3D printers, facilities, or surrounding property.
SimplyPrint is not liable for the cost of wasted materials (filament, resin), lost production time, or missed commercial deadlines.
SimplyPrint's total aggregate liability for any claim shall not exceed the total amount paid by the Customer to SimplyPrint during the twelve (12) months prior to the event giving rise to the claim.
The Enterprise Plan provides features designed to assist organizations in meeting internal security and compliance frameworks (such as ISO 27001 or GDPR), including:
Centralized Audit Logs: Tracking system access and print activity.
Single Sign-On (SSO): Integration with corporate identity providers.
Digital DPA Execution: Rapid signing of Data Processing Agreements via the Enterprise Dashboard.