Service Level Agreement
Last updated: March 8, 2026
1. Service Availability
ITAD Tools targets a 99.5% monthly uptime for the core platform at itadtools.com, measured as the percentage of total minutes in a calendar month during which the Service is available and operational.
Uptime is calculated as:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
Downtime is defined as any period during which the platform is entirely inaccessible to users, as confirmed by our internal monitoring systems. Brief intermittent connectivity issues or degraded performance that does not prevent access are not counted as downtime.
2. Scheduled Maintenance
We perform regular maintenance to keep the platform secure, up-to-date, and performing optimally. Our maintenance practices include:
- Advance notice: We will provide at least 48 hours' notice before any scheduled maintenance that may result in service interruption, via email to registered users or platform notification.
- Maintenance windows: Scheduled maintenance is performed during low-traffic periods, typically between 12:00 AM and 6:00 AM Pacific Time (UTC-8/UTC-7).
- Duration: We aim to keep scheduled maintenance windows under 2 hours. If maintenance is expected to exceed this, additional notice will be provided.
Scheduled maintenance periods are excluded from uptime calculations.
3. Exclusions
The uptime target does not apply to service interruptions caused by:
- Force majeure: Events beyond our reasonable control, including natural disasters, acts of war or terrorism, pandemics, government actions, power outages, or widespread internet failures.
- Third-party services: Outages or degraded performance of third-party services integrated into the platform, including Stripe (payment processing), manufacturer APIs (Dell, HP, Lenovo), eBay API, or Grok AI (xAI). We are not responsible for the availability of these external services.
- User-caused issues: Service disruptions resulting from the user's own actions, including misconfigured integrations, exceeding rate limits, account suspension due to policy violations, or issues with the user's internet connection, browser, or device.
- Scheduled maintenance: Planned maintenance windows communicated in advance as described in Section 2.
- DNS propagation: Delays caused by DNS changes or propagation that are outside our control.
4. Support Response Times
We are committed to providing timely support to all users. Response times are measured from the time a support request is received to the time of our first substantive response, during business days (Monday through Friday, excluding U.S. federal holidays).
| Severity | Description | Target Response Time |
|---|---|---|
| Critical | Platform is entirely unavailable, or a security incident is in progress affecting user data. | 24 hours |
| Standard | A specific tool or feature is not functioning as expected, general account questions, or billing inquiries. | 48 hours |
Support requests can be submitted via email at support@itadtools.com or through the contact form on our website.
5. Incident Communication
In the event of an unplanned service disruption, we will:
- Acknowledge the incident and begin investigation as soon as we become aware of it
- Provide status updates via email to affected users at reasonable intervals during the incident
- Send a resolution notification once the service has been restored
- For major incidents (downtime exceeding 4 hours), provide a post-incident summary within 5 business days, including root cause analysis and steps taken to prevent recurrence
6. Remedies
If the platform experiences a sustained outage exceeding 24 consecutive hours (excluding scheduled maintenance and exclusions listed in Section 3), affected users with active paid subscriptions are eligible for service credits.
Service Credit Calculation
| Consecutive Downtime | Service Credit |
|---|---|
| 24 - 48 hours | 5% of monthly subscription fee |
| 48 - 72 hours | 10% of monthly subscription fee |
| Over 72 hours | 25% of monthly subscription fee |
Service credits are applied to the next billing cycle and do not carry a cash value. Credits must be requested within 30 days of the qualifying outage by emailing support@itadtools.com. Total service credits in any single calendar month shall not exceed 25% of the monthly subscription fee.
7. Changes to This Agreement
We may update this Service Level Agreement from time to time. When we make material changes, we will provide at least 30 days' notice to active subscribers via email before the changes take effect. Your continued use of the Service after changes are posted constitutes acceptance of the revised agreement.
8. Contact Us
If you have questions about this Service Level Agreement, please contact us at:
ITAD Tools
Email: support@itadtools.com
Website: itadtools.com