Service Level Agreement (SLA)

Last Update Date: November 11, 2023

Service Description:

Our online business provides information returns filing services to customers. This includes processing tax-related forms, such as 1099s, W-2s, and other required documents.

Service Availability:

We guarantee that our filing platform will be available 99.9% of the time during business hours (Monday to Friday, 8:30 AM to 5:30 PM Eastern Time).
Scheduled maintenance will occur during non-peak hours.
In case a system change is likely to impact customers for more than six hours (during the regular business hours), customers will be notified via email or by posting service outage message on the portal.
In case of unplanned outages, we commit to restoring services within 4 hours.

Filing and Mailing Timelines:

During the filing season, we e-file and mail out forms regularly daily or multiple times a day, depending on the due date.
During off season, from April to December, we e-file and mail every week.

Customer Support:

Our customer support team will respond to inquiries within 24 hours (excluding weekends and holidays).
Support channels include email and our ticketing system.

Data Security and Privacy:

Please refer to our Privacy policy to understand our commitment towards maintaining privacy and securing your data.

Performance Metrics:

We measure our performance based on the following:

Response Time: The time taken to process and file returns.
Accuracy: The correctness of filed information.
Completion Rate: The percentage of successfully filed returns.

While we strive to meet the objectives set out in this SLA, it does not apply to events outside of our reasonable control. While it is impossible to identify all events that may occur outside of our control, excluded events include, but are not limited to, acts of God, terrorism, denial of service (DOS) attacks, software bugs, hardware failure, hacking, or other abusive activities, global internet network outages, shortages of supplies, customer faults, upstream provider issues, or any other circumstance beyond our actual control.

Questions Regarding Our Service Level Agreement (SLA)

If you have any questions or concerns about our Service Level Agreement (SLA), please contact us at support at eFile360.com. or by mail to eFile360, 6555 Sugarloaf Pkwy., Ste. 307-266, Duluth, GA 30097.