Service Level Agreement
Effective Date: February 11, 2026 | Last Updated: October 8, 2026
This Service Level Agreement ("SLA") is incorporated into and forms part of the QuikForms Terms of Service between QuikForms, LLC ("QuikForms") and the customer ("Customer"). It sets out QuikForms' support commitments, response and resolution targets, and service credits for the QuikForms managed package for Salesforce. If this SLA and the Terms of Service conflict, the Terms of Service control, except for the specific service levels, response targets, and service credits set out here.
1. Scope of Service
QuikForms is distributed as a Salesforce managed package that is installed in, and runs within, the Customer's own Salesforce org on the Salesforce Platform. Forms, form submissions, file uploads, analytics, and configuration all run on Salesforce, and QuikForms does not operate any infrastructure for them. The one service QuikForms operates is the QuikForms AI gateway, a service on Cloudflare's Workers platform that carries requests from AI features that use the QuikForms AI included in the Customer's plan.
This SLA covers:
- the functional correctness and quality of the QuikForms managed package code;
- bug fixes, patches, and updates to the managed package;
- response and resolution targets for support requests;
- service credits for missed response targets and unresolved critical defects, as set out in Section 8; and
- maintenance of the QuikForms documentation.
This SLA does not cover, and QuikForms makes no availability commitment for:
- the Salesforce Platform, including Salesforce Sites and Experience Cloud (see trust.salesforce.com);
- Cloudflare services, including Cloudflare Turnstile and the Cloudflare Workers platform that hosts the QuikForms AI gateway;
- Anthropic's API, or the availability of AI features generally (see Section 4.2);
- the configuration, customization, or administration of the Customer's Salesforce org;
- plugins written by the Customer or by third parties;
- the Customer's network, devices, or browsers; or
- any beta, pilot, or preview feature that QuikForms identifies as such.
2. Subscription Tiers
Standard ($449/month, or $395/month billed annually)
Includes the visual form builder, unlimited forms and submissions, the shared field library, styling, up to five languages per form, file uploads, bot protection, Salesforce object mapping, QuikForms AI with a monthly allowance, and email support during Business Hours.
Professional ($799/month, or $699/month billed annually)
Includes everything in Standard, plus multi-object forms, the built-in analytics dashboard, AI analytics insights, a larger QuikForms AI allowance, the plugin framework (custom field types, validators, submission handlers, callout handlers, and the JavaScript API), Flow hooks, Platform Events, priority email support, and implementation guidance for the plugin framework.
Free Trial
A 14-day free trial with Professional features is available without a credit card. During the trial, QuikForms provides commercially reasonable support, but the response targets in Section 7 and the service credits in Section 8 do not apply.
The features of each plan are described on the pricing page and may change as set out in the Terms of Service.
3. Shared Responsibility
| Responsibility | Owner |
|---|---|
| Managed package code quality and bug fixes | QuikForms |
| Publishing managed package updates | QuikForms |
| Documentation | QuikForms |
| Support request response | QuikForms |
| Operating the QuikForms AI gateway (no availability commitment) | QuikForms |
| Salesforce Platform uptime, performance, and governor limits | Salesforce, Inc. |
| Cloudflare Turnstile and the Cloudflare Workers platform | Cloudflare, Inc. |
| Anthropic's API | Anthropic PBC |
| Installing updates and configuring the package in the Customer's org | Customer |
| Org security, permissions, sharing, and guest user access | Customer |
| Choosing whether to use QuikForms AI, its own Anthropic key, or no AI | Customer |
| Reviewing AI-generated forms, patterns, and translations before publishing | Customer |
| Plugin code quality and behavior | Customer or plugin developer |
4. Service Availability
4.1 Forms
Because the managed package runs entirely within the Salesforce Platform, QuikForms does not guarantee an uptime percentage for forms. Form availability depends on the availability of the Salesforce Platform and of the Customer's Salesforce Site or Experience Cloud site. Salesforce maintenance windows and outages are not Downtime under this SLA. The Customer can follow Salesforce's status for its instance at trust.salesforce.com.
4.2 AI Features
AI features carry no availability commitment under this SLA. AI requests that use the QuikForms AI included in the plan (the default) pass through the QuikForms AI gateway to Anthropic. AI requests made with the Customer's own Anthropic API key go from the Customer's org directly to Anthropic, and the gateway is not involved. Customers who switch AI off make no AI requests at all.
Each plan's QuikForms AI allowance is measured in forms per month. When the allowance is used up, AI features pause until the next monthly period begins. A paused allowance is not Downtime, a Defect, or a failure to meet this SLA. Forms, submissions, file uploads, analytics, and every other function of the managed package do not use the AI gateway or Anthropic, and they keep working when either is unavailable or when the allowance is used up.
4.3 QuikForms Commitments
QuikForms commits to:
- Package code quality: commercially reasonable efforts to ensure that the managed package code does not contain Defects that independently cause Downtime, and to address Defects within the targets in Section 7;
- AppExchange listing: maintaining the managed package listing on the Salesforce AppExchange in good standing;
- Support availability: support during Business Hours, which are 9:00 AM to 5:00 PM Pacific Time, Monday through Friday, excluding U.S. federal holidays; and
- Documentation: maintaining current online documentation at www.sfquikforms.com/docs.
4.4 Definitions
"Defect" means a reproducible error in the managed package code that causes it to fail to perform materially as its documentation describes. "Downtime" means a period during which the managed package cannot perform its core functions (form rendering, form submission processing, and administrative configuration) because of a Defect, and not because of an Excluded Cause listed in Section 8.3.
5. Support Services
5.1 Support Channels
| Channel | Standard | Professional |
|---|---|---|
| Email (info@sfquikforms.com) | Business Hours | Business Hours (priority) |
| Online documentation | Yes | Yes |
| Phone support | Not included | Not included |
| 24/7 support | Not included | Not included |
Requests received outside Business Hours are handled from the next Business Day. Priority support means that Professional requests are scheduled ahead of Standard requests of the same severity, and that Professional customers receive the shorter response targets in Section 7.
5.2 Submitting a Request
Email info@sfquikforms.com with the Customer's organization name, the Salesforce org ID, the installed QuikForms version, a description of the issue with steps to reproduce it, any error messages or screenshots, the business impact, and the severity the Customer proposes. QuikForms has no standing access to the Customer's org, so support depends on the information the Customer chooses to share. The Customer may redact sensitive data before sending it. Where that information is not enough, a Customer administrator may grant QuikForms time-limited login access to the org through Salesforce, which the Customer can revoke at any time, and QuikForms uses that access only for that support request.
5.3 Support Scope
Support covers diagnosing and resolving Defects, answering feature and configuration questions, installation and setup guidance (including the Setup Assistant, Turnstile, and AI activation), plugin framework guidance for Professional customers, and communicating known issues and workarounds.
Support does not cover Salesforce administration unrelated to QuikForms, custom development in the Customer's org, debugging plugins written by the Customer or third parties, training beyond the documentation, data migration, issues caused by changes to QuikForms components outside the supported settings, or the accuracy of content that AI features generate.
6. Issue Severity Classification
| Severity | Definition | Example |
|---|---|---|
| P1 - Critical | All forms non-functional, the package blocks use of the org, or submissions appear to succeed but are not saved. No workaround available. | Forms fail to render or process any submissions. |
| P2 - Major | Core feature broken or substantially impaired. A workaround may exist but is not sustainable. | Submissions fail intermittently; file uploads fail; the builder cannot save. |
| P3 - Minor | Non-critical feature issue or cosmetic defect. A workaround is available. | A styling property does not render correctly; an AI feature returns an error. |
| P4 - Enhancement | Feature request or improvement suggestion. No Defect present. | A request for a new field type or integration. |
QuikForms determines the final severity of a request, taking the Customer's information into account, and may reclassify a request if new information shows a different cause, scope, or impact. QuikForms will tell the Customer about any reclassification and the reason for it. An AI feature that is unavailable or whose allowance is used up is at most P3.
7. Response and Resolution Targets
7.1 Initial Response Time Targets
| Severity | Standard | Professional |
|---|---|---|
| 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 |
An initial response is the first substantive reply from a person at QuikForms, not an automated acknowledgment. A Business Day is Monday through Friday, excluding U.S. federal holidays, and a Business Hour is an hour within Business Hours.
7.2 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 the roadmap permits |
A resolution may be a patch release, a workaround, a configuration change the Customer can make, a fix in the next scheduled release, or confirmation that the cause is an Excluded Cause with guidance on where to seek a remedy. Resolution targets are commercially reasonable efforts, not guarantees.
7.3 Escalation
If a target is missed, the Customer may reply to the support thread asking for escalation, or email info@sfquikforms.com with the subject line "SLA Escalation" and the original request's details.
8. Service Credits
8.1 Eligibility
Service credits are the Customer's sole and exclusive remedy, and QuikForms' entire liability, for failing to meet the commitments in this SLA. A credit requires all of the following: an active paid subscription (not a free trial); a failure caused by a Defect in the managed package and not by an Excluded Cause; a support request submitted as described in Section 5.2; a P1 or P2 severity as determined by QuikForms; and a credit request made as described in Section 8.4. Nothing in this section limits the Customer's termination rights under the Terms of Service.
8.2 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, and no workaround provided, within 72 hours | 15% |
The "Monthly Fee" is the fee for the month in which the incident occurred: the monthly price on a monthly plan, or one twelfth of the annual charge on an annual plan. Credits in any one month may not exceed 25% of that month's Monthly Fee. An approved credit is applied to the Customer's next subscription charge. Credits cannot be transferred, are not paid in cash, and lapse if the subscription ends before they are applied.
8.3 Excluded Causes
Service credits do not apply, and QuikForms is not in breach of this SLA, for any failure caused in whole or in part by:
- outages or degradation of the Salesforce Platform, including Salesforce maintenance and governor limit enforcement;
- outages of Cloudflare Turnstile, if the Customer could have switched off CAPTCHA on the affected form as a workaround;
- other third-party services;
- the configuration of the Customer's org, including permissions, sharing, guest user access, and the Customer's own automation;
- the Customer's network, devices, or browsers;
- plugins written by the Customer or by third parties;
- changes to QuikForms components outside the supported settings;
- failure to install a published update that fixes the issue;
- unsupported Salesforce editions, API versions, or browsers;
- beta, pilot, or preview features;
- force majeure events;
- the free trial period; or
- any unavailability, degradation, error, or output of AI features, including any caused by the QuikForms AI gateway, Cloudflare, Anthropic, the Customer's own Anthropic key, or a used-up AI allowance.
8.4 Requesting Service Credits
Email info@sfquikforms.com with the subject line "Service Credit Request" within thirty (30) calendar days of the incident. Include the support request reference, the date and time the request was submitted, its severity, and a description of how the target was missed. QuikForms will review the request using its support records and reply in writing within fifteen (15) Business Days, stating the credit approved or the reason for a denial.
9. Managed Package Updates
QuikForms provides bug fixes, enhancements, and new features as managed package updates through the Salesforce AppExchange, at no extra charge within the Customer's plan. QuikForms will give at least 48 hours' advance notice of an update that contains breaking changes or requires action by the Customer, by email to the contact QuikForms has on record for the Customer's org or in published release notes. QuikForms supports the current version and the immediately preceding major version. QuikForms will give at least ninety (90) days' advance notice before discontinuing a material feature, with recommended alternatives where feasible.
10. Customer Responsibilities
- Installing and configuring the managed package as the documentation describes, including permission set assignments, guest user access for public forms, and Turnstile keys;
- Providing complete information with support requests and cooperating with QuikForms in diagnosing issues;
- Reviewing release notes, installing updates, and testing them in a sandbox before production where appropriate;
- Using supported Salesforce editions, API versions, and browsers;
- Reviewing forms, validation patterns, and translations generated with AI features before publishing them;
- Complying with applicable law, including data protection law, in the forms the Customer publishes; and
- Maintaining an active Salesforce subscription of a suitable edition.
11. Data and Security
Data created by the managed package, including form submissions, file uploads, analytics, and configuration, is stored in the Customer's Salesforce org. QuikForms has no standing administrative or programmatic access to the Customer's org; it can log in only when a Customer administrator grants login access for a support request, as described in Section 5.2. AI features send administrator-side data, not form submissions, as described in the Data Processing Agreement. Security controls are described on the Security & Trust page.
12. Limitations
QuikForms does not guarantee an uptime percentage, because the managed package runs on the Salesforce Platform. To the maximum extent permitted by law, QuikForms disclaims all warranties regarding the availability of the Salesforce Platform, Cloudflare, Anthropic, or any other third-party service. QuikForms' total aggregate liability for failing to meet this SLA shall not exceed the service credits available under Section 8, in addition to any limitation in the Terms of Service. QuikForms shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from this SLA. Except where Section 7 states specific targets, the commitments in this SLA are commercially reasonable efforts commitments.
13. Modifications
QuikForms may modify this SLA with at least thirty (30) days' advance notice of material changes. Continued use after the effective date constitutes acceptance. A Customer that does not agree to a material change may terminate its subscription without penalty under the Terms of Service.
14. 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.
15. Contact
QuikForms, LLC
Support: info@sfquikforms.com
Website: www.sfquikforms.com
Copyright 2026 QuikForms, LLC. All rights reserved.