Service Level Agreement
Effective Date: February 11, 2026 | Last Updated: February 11, 2026
This Service Level Agreement ("SLA") is incorporated into and forms part of the QuikForms Terms of Service. It governs support commitments, response times, and service credits for the QuikForms managed package for Salesforce.
1. Scope of Service
QuikForms is distributed as a Salesforce managed package that operates entirely within the Customer's own Salesforce Org. This SLA covers:
- Functional correctness and quality of the QuikForms managed package code;
- Bug fixes, patches, and updates;
- Response time commitments for support requests;
- Service credits for qualifying failures; and
- Documentation and knowledge base maintenance.
This SLA does not cover the availability of the Salesforce Platform (see trust.salesforce.com), Cloudflare Turnstile, Customer Org configuration, third-party plugins, or Customer's network/browser environment.
2. Subscription Tiers
Standard Tier ($449/month)
Includes visual form builder, unlimited forms and submissions, all standard field types, multi-language support, complete styling control, file uploads (up to 9 MB), bot protection, reusable field library, Salesforce object mapping, custom analytics, and email support during business hours.
Professional Tier ($799/month)
Includes everything in Standard, plus: plugin framework access, custom field types via plugins, Flow integration, Platform Events, custom validators, submission handlers, callout handlers, JavaScript API, priority email support, and implementation guidance.
Free Trial
Both tiers include a 14-day free trial with full Professional features. No credit card required. SLA response time commitments and service credit provisions do not apply during the free trial.
3. Shared Responsibility
| Responsibility | Owner |
|---|---|
| Managed package code quality and bug fixes | QuikForms |
| AppExchange package updates | QuikForms |
| Documentation and knowledge base | QuikForms |
| Support ticket response | QuikForms |
| Salesforce Platform uptime and performance | Salesforce, Inc. |
| Cloudflare Turnstile service availability | Cloudflare, Inc. |
| Installation and configuration in Customer Org | Customer |
| Customer Org security and permissions | Customer |
| Third-party plugin code quality | Customer / Plugin Developer |
4. Service Availability
Because the QuikForms managed package runs entirely within the Salesforce Platform, QuikForms does not guarantee a specific uptime percentage for the end-to-end form experience. Form availability depends on Salesforce Platform availability.
QuikForms commits to:
- Package Code Quality: Commercially reasonable efforts to ensure the managed package code does not contain defects that independently cause downtime.
- AppExchange Availability: Maintaining the managed package listing in good standing.
- Support Availability: Support personnel available during business hours (Monday-Friday, 9:00 AM to 5:00 PM Pacific Time, excluding U.S. federal holidays).
- Documentation Availability: Maintaining current online documentation.
5. Support Services
Support Channels
| Channel | Standard Tier | Professional Tier |
|---|---|---|
| Email ([email protected]) | Business Hours | Business Hours (Priority) |
| Online documentation | Yes | Yes |
| AppExchange community | Yes | Yes |
Support Scope
QuikForms support covers: diagnosing and resolving defects, answering feature and configuration questions, installation and setup guidance, Turnstile configuration assistance, Plugin Framework guidance (Professional tier), and communicating known issues and workarounds.
6. Issue Severity Classification
| Severity | Definition | Example |
|---|---|---|
| P1 - Critical | All forms non-functional or package blocks org access. No workaround available. | Forms fail to render or process any submissions. |
| P2 - Major | Core feature broken or substantially impaired. Workaround may exist but is unsustainable. | Form submissions fail intermittently; file attachments don't process. |
| P3 - Minor | Non-critical feature issue or cosmetic defect. Workaround is available. | Styling property doesn't render correctly; minor UI alignment issue. |
| P4 - Enhancement | Feature requests and improvement suggestions. No defect present. | Request for new field type or integration capability. |
7. Response and Resolution Targets
Initial Response Time Targets
| Severity | Standard Tier | Professional Tier |
|---|---|---|
| P1 - Critical | 4 Business Hours | 2 Business Hours |
| P2 - Major | 8 Business Hours | 4 Business Hours |
| P3 - Minor | 2 Business Days | 1 Business Day |
| P4 - Enhancement | 5 Business Days | 3 Business Days |
Resolution Targets
| Severity | Target Resolution | Update Frequency |
|---|---|---|
| P1 - Critical | 24 hours (calendar) | Every 4 hours during business hours |
| P2 - Major | 3 Business Days | Daily during business hours |
| P3 - Minor | 10 Business Days | Weekly |
| P4 - Enhancement | Considered for future releases | As roadmap permits |
8. Service Credits
Eligibility
Service credits are the sole and exclusive remedy for failure to meet SLA commitments. Credits require an active paid subscription, a confirmed defect in the managed package (not an excluded cause), a properly submitted support request, and a P1 or P2 severity classification.
Service Credit Calculation
| Condition | Credit (% of Monthly Fee) |
|---|---|
| P1 response time exceeded by up to 100% | 5% |
| P1 response time exceeded by more than 100% | 10% |
| P2 response time exceeded by up to 100% | 2.5% |
| P2 response time exceeded by more than 100% | 5% |
| Confirmed P1 defect not resolved within 72 hours | 15% |
Maximum aggregate credits in any single month: 25% of the Monthly Subscription Fee. Credits cannot be carried over, converted to cash, or transferred.
Excluded Causes
Service credits do not apply for issues caused by:
- Salesforce Platform outages or degradation;
- Cloudflare Turnstile outages;
- Other third-party service failures;
- Customer Org configuration issues;
- Customer network or browser environment;
- Third-party plugins;
- Customer modifications to QuikForms resources outside supported options;
- Force majeure events;
- Free trial period;
- Unsupported configurations; or
- Scheduled maintenance.
Requesting Service Credits
Submit a written request to [email protected] with subject "Service Credit Request" within thirty (30) calendar days of the incident. Include the support ticket number, submission date/time, severity level, and a description of how the target was not met. QuikForms will review and respond within fifteen (15) business days.
9. Managed Package Updates
QuikForms provides bug fixes, enhancements, and new features through the Salesforce AppExchange. At least 48 hours' advance notice will be provided for updates containing breaking changes. QuikForms supports the current version and one prior major version. Feature deprecation requires at least ninety (90) days' advance notice.
10. Customer Responsibilities
- Properly installing and configuring the managed package;
- Providing complete information when submitting support requests;
- Testing updates in a sandbox before production deployment;
- Using supported Salesforce editions, API versions, and browsers;
- Ensuring compliance with applicable data protection laws; and
- Maintaining an active Salesforce subscription.
11. Limitations
QuikForms does not guarantee a specific uptime percentage due to the managed package architecture. QuikForms disclaims all warranties regarding Salesforce Platform or third-party service availability. Total aggregate liability for SLA breaches shall not exceed the available service credits. QuikForms shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from this SLA.
12. Modifications
QuikForms may modify this SLA with at least thirty (30) days' advance notice for material changes. Continued use after the effective date constitutes acceptance. Customers who disagree may terminate without penalty.
13. Governing Law
This SLA is governed by the laws of the State of Oregon, without regard to conflict of laws principles, consistent with the Terms of Service.
14. Contact
QuikForms, LLC
Support: [email protected]
Website: www.sfquikforms.com
Copyright 2026 QuikForms, LLC. All rights reserved.