Contents6 sections
If you read one thing
On paid plans we commit to ATON Desk being available at least 99.5% of each month on Starter and Team, and 99.9% on Business and Enterprise. If we miss it, you get a credit of 10%, 25% or 50% of that month's subscription, depending on how far we fell short. The free plan has no commitment.
Who you are dealing with
Atheron Network Inc.
1631 Dickson Ave., Suite 1100
Kelowna, BC
V1Y 0B5
CA
Business Number 788400448
GST/HST 788400448 RT0001
01What we commit to
| Plan | Availability each month | Credits |
|---|---|---|
| Free | No commitment | None |
| Starter | 99.5% | Yes |
| Team | 99.5% | Yes |
| Business | 99.9% | Yes |
| Enterprise | 99.9%, or what your agreement says | Yes |
02What available means
ATON Desk is available when your chat can start a conversation, and send and receive messages, and your team can sign in to the console and answer.
We measure it with our own monitoring, which checks ATON Desk from outside its servers, and count each minute it is not available. Availability for a month is the share of its minutes that ATON Desk was available.
The AI is not part of the measure. If it cannot answer, conversations go straight to your team, and ATON Desk is still available.
03Credits
| Availability in the month | Credit |
|---|---|
| Below your plan's commitment, but at least 99.0% | 10% of that month's subscription |
| Below 99.0%, but at least 95.0% | 25% of that month's subscription |
| Below 95.0% | 50% of that month's subscription |
A credit is worked out on the subscription fees for that month only, not on usage such as AI packs or message fees, and comes off your next bill. It is never paid out in cash, and never more than 50% of a month.
04What is not counted
- maintenance we announce in ATON Desk at least 48 hours ahead;
- problems outside our reasonable control, such as failures of the internet outside our network, or events like fire, flood or a power cut beyond our providers' own protections;
- outages of a messaging channel's own provider, such as Meta, Twilio, Telegram or Discord;
- anything caused by your website, your systems, your settings or your connected services;
- a workspace suspended for non-payment or under the acceptable use policy;
- features we describe as a preview.
05Claiming a credit
Ask within 30 days after the end of the month, at billing@aton-network.org, with your workspace's name and when you saw ATON Desk unavailable. We check against our monitoring, tell you what we found, and apply the credit to your next bill.
Credits are the remedy for falling short of these levels. They do not limit what the law gives you.
06Changes to these levels
When these levels change, we publish a new version with its date, and earlier versions stay readable on this page. A change that lowers your plan's levels applies from your next renewal, and we tell you at least 30 days ahead.