Comprehensive support and hosting terms for OnlineWaterBill platform. Includes 24/7 phone support through your first billing period, then ongoing support via email and the built-in ticketing system, plus lifetime cloud hosting and service commitments.
24/7 phone through first billing period, then email and built-in ticketing — plus lifetime cloud hosting
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This Support Agreement and Service Level Agreement (SLA) outlines the terms and conditions for support services and cloud hosting provided by OnlineWaterBill to the Client for the OnlineWaterBill platform. This agreement covers technical support, cloud infrastructure hosting, and service availability commitments.
The Client should also review the OnlineWaterBill Service Agreement, which covers payments, Stripe, fees, data, and liability beyond what this SLA addresses. If the two documents conflict, the Service Agreement controls for payment processing, settlement, chargebacks, and fee or liability matters tied to billing and collections; this SLA controls for support, ticketing, hosting, uptime, and response-time commitments stated here.
The Client does not need to sign this SLA as a separate document. When the Client signs the Service Agreement, the Client also accepts and agrees to this SLA as published at onlinewaterbill.com/sla.html as of that signing date (or as provided in writing with the Service Agreement).
OnlineWaterBill provides a cloud-based water billing and management platform that includes:
The platform is hosted on secure, scalable cloud infrastructure that provides:
From platform deployment through the end of the Client's first complete billing period, OnlineWaterBill provides 24/7 telephone support so bookkeepers and staff can become comfortable operating the program. The first billing period means the first full billing cycle after the platform is used for live billing, according to the Client's billing schedule (for example monthly, bimonthly, or quarterly).
During this phase, OnlineWaterBill provides:
After the first billing period ends, OnlineWaterBill provides ongoing 24/7 support through email and the built-in ticketing system (Section 7.1) for technical assistance, bug fixes, configuration, training documentation, and related needs.
OnlineWaterBill will assist the Client with setup and configuration of the platform based on their specific needs. This includes:
Historical billing records: The Client is responsible for maintaining archival copies of billing and usage history from before or outside OnlineWaterBill. OnlineWaterBill does not import prior billing history or legacy invoice data from other systems.
The setup process will be conducted in collaboration with the Client to ensure:
The Client will provide customer and account data for import in a format agreed upon with OnlineWaterBill (typically CSV, Excel, or other standard formats). OnlineWaterBill will assist with data formatting and validation as needed. The Client remains responsible for retaining any historical billing records the association is required to keep outside the platform.
OnlineWaterBill will provide cloud hosting services for the lifetime of the Client's usage of OnlineWaterBill, including:
Cloud hosting services will be provided for the lifetime of the Client's usage of OnlineWaterBill. Hosting services continue as long as the Client actively uses the platform, regardless of the support channels described in Section 3.
All data stored on the platform remains the property of the Client. OnlineWaterBill will provide data export capabilities upon request.
OnlineWaterBill offers 7-year data retention for all client data stored on the platform. This includes customer records, billing history, payment transactions, meter readings, and all associated data. Data will be retained for a minimum of 7 years from the date of creation or last modification, ensuring compliance with record-keeping requirements and providing historical data access for clients.
OnlineWaterBill commits to maintaining 99.5% uptime for the platform while the Client uses the service, excluding scheduled maintenance windows.
Uptime Calculation:
Emergency maintenance may be performed without advance notice to address critical security issues or system stability problems.
Support is provided through the following channels:
During the first billing period: All three channels are available. Telephone is staffed 24/7 per Section 3.1 so bookkeepers and staff can reach help by phone at any time.
Thereafter: Ongoing support is provided 24/7 through email and the built-in ticketing system (Section 3.2). Telephone is not an ongoing support channel after the first billing period.
| Priority Level | Description | Initial Response Time | Resolution Target |
|---|---|---|---|
| Critical | System down, payment processing failure, data loss | 2 hours | 8 hours |
| High | Major feature unavailable, significant performance degradation | 4 hours | 24 hours |
| Medium | Minor feature issues, configuration questions | 1 business day | 3 business days |
| Low | General questions, feature requests, documentation | 2 business days | 5 business days |
Ticket response targets: For non-critical issues, initial response targets in the table apply during business hours (Monday–Friday, 7:00 AM–3:00 PM Central Time). Tickets may be submitted 24/7. Critical issues receive 24/7 response regardless of channel or phase.
Priority level: OnlineWaterBill reserves the right to determine and assign the priority level for each issue or ticket in good faith, according to the categories above. That classification may differ from how the Client initially labels or describes the issue in email, phone, or the ticketing system.
Support includes:
Support does not include:
The platform is designed to handle:
The Client agrees to:
The Client is responsible for:
The following are excluded from support services:
OnlineWaterBill's total liability for any claims arising from this agreement shall not exceed $1,000.
OnlineWaterBill shall not be liable for:
The Client may terminate this agreement with 30 days written notice. No refunds will be provided for prepaid fees or unused portions of the term.
OnlineWaterBill may terminate this agreement:
Upon termination, OnlineWaterBill will provide data export in a standard format (CSV, JSON, or database dump) within 30 days of termination.
The parties may agree in writing to additional services (for example extended telephone availability or custom work) beyond Section 3. Terms will be negotiated separately.
Cloud hosting services are provided for the lifetime of the Client's usage of OnlineWaterBill as specified in Section 5.2, and do not require separate agreement or renewal.
This agreement may be modified only by written consent of both parties. OnlineWaterBill reserves the right to update service terms with 30 days advance notice, but will honor commitments made in this agreement for the term of this agreement.
Neither party shall be liable for failure to perform obligations due to circumstances beyond reasonable control, including natural disasters, war, terrorism, internet outages, or third-party service failures.
This agreement shall be governed by the laws of the State of Arkansas, United States of America.
Any disputes arising from this agreement shall be resolved through:
This document, together with the OnlineWaterBill Service Agreement when signed by the Client, describes the relationship. The Client accepts this SLA by signing the Service Agreement alone; a separate countersignature on this SLA is not required. For support and hosting services only as described in this SLA, this document supersedes prior inconsistent oral or written understandings on those same topics.
OnlineWaterBill
Email: info@onlinewaterbill.com
Phone: (479) 858-2002
Location: Newton County, Arkansas
This agreement includes 24/7 phone support through the Client's first billing period, ongoing support via email and the built-in ticketing system thereafter, and lifetime cloud hosting as specified. For questions or clarifications, please contact OnlineWaterBill at info@onlinewaterbill.com or (479) 858-2002.