YSoft SAFEQ Cloud Pro
Service Level Agreement
Enterprise-grade availability and support for secure cloud print and scan workflows.
SAFEQ Cloud Pro is delivered as a fully managed cloud service designed for organizations that need reliable, scalable print and scan operations. Core workflows are continuously monitored and backed by a 99.9% availability commitment for defined Covered Experiences. When a platform-level issue impacts one of those experiences, it is treated as an availability incident. When the platform is healthy, and the issue is tied to local components, customer configuration, or surrounding infrastructure, it is handled under the applicable support response commitment.
What's Covered:
SAFEQ Cloud Pro Covered Experiences include the everyday workflows customers depend on most:
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Submitting print jobs from the PC Client, Mobile Client, and web portal
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Processing print jobs in the cloud
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Direct printing
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Secure release at the MFP
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Scan submission from the MFP client
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Metadata collection
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Workflow processing
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Sending processed documents to a desired destination
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Printing with a third-party driver
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Print jobs submitted through interoperating applications via API
Availability Commitment:
SAFEQ Cloud Pro includes a 99.9% availability commitment for Covered Experiences. Covered Experiences are measured by monthly availability. Planned maintenance and certain customer-side, device-side, and third-party conditions are excluded from the availability calculation, as defined in the SLA.
Support Options:
SAFEQ Cloud Pro includes Pro Support, with optional add-ons for 24/7 Premium Support and Pro Support Direct. We include self-help knowledge resources, require reseller certification, and provide support for custom experiences where defined in an applicable SOW and technically supported. Customers using 24/7 Premium Support must also maintain a documented disaster recovery plan.
| Support option | Designed for | Support model |
| Pro Support | Standard partner-led support | Reseller provides Level 1 and Level 2; Y Soft provides Level 3 |
| 24/7 Premium Support | Faster coverage for critical issues | Same model as Pro Support, with 24/7 critical call-in support |
| Pro Support Direct | Customers who want direct escalation beyond Level 1 | Customer provides Level 1; Y Soft provides Level 2 and Level 3 |
Incident Response Times:
When an issue falls outside a defined Covered Experience, the following response commitments apply:
| Incident Type | Pro Support | 24/7 Premium Support | Pro Support Direct |
| Critical | 4 Business Hours | 1 Business Hour* | Same as selected base support |
| Major | 9 Business Hours | 4 Business Hours | Same as selected base support |
| Unclassified/information request | 3 Business Days | Next Business Day | Same as selected base support |
*The 1-hour response for 24/7 Premium Support is available via call-in service only.
How incidents are handled:
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Critical Incidents: Severe issues that render one or more Covered Experiences unavailable to all end users at one or more physical locations, or involve a suspected security incident or leakage of confidential information.
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Major Incidents: Issues that significantly affect one or more Covered Experiences or disrupt other essential product functions, but do not shut down the service.
- Unclassified Incidents & Information Requests: All other cases are treated as unclassified incidents or information requests. Requests are managed through the Support Portal or, where applicable, through helpdesk integration with the reseller.
Service Credits:
If monthly availability for an eligible cloud product falls below the SLA commitment, the reseller may request a service credit. Y Soft’s monitoring and logging systems are the source of truth for downtime determination. The total value of any service credit will not exceed the equivalent duration of the downtime incurred during that monthly billing period.
Requirements for support eligibility:
To remain eligible for SLA support, customers must maintain active SLA coverage for all MFPs in the installation at the matching offering tier and term, allow remote access to local components, and keep supported components current. Local components are expected to be on the current production version or less than 90 days old. For issues involving local components, please provide remote access promptly.
Pro Support Direct customers must first use the self-help resources in the Support Portal, and any incident must be submitted by an end user with administrator rights in the YSoft SAFEQ Cloud tenant.
Availability exclusions:
Availability calculations exclude downtime caused by planned maintenance, network or connectivity outages, identity provider changes, configuration-related API calls, end-user portal access, outdated clients or terminals, disabled auto-update where required, printer firmware or configuration changes that interfere with terminals, third-party tools such as antivirus or MDM tools, operating system changes that interfere with local components, beta or early access features, and non-recommended multi-function printer (MFP) firmware.
For complete legal terms, exclusions, eligibility requirements, and service credit conditions, refer to the full SAFEQ Cloud Pro SLA. This SLA applies to the relationship between Y Soft and its authorized partner. The partner remains responsible for defining and delivering customer support under its own agreement with the customer, unless Pro Support Direct applies.