Service Level Agreement

At CocoFax, there is no downtime and the servers are up and running 24x7. We aim to provide our users with the best experience and continuously improve our services to provide you with the best.

1. Description of Service

CocoFax offers inbound fax service and outbound fax service to its users.

Inbound Fax Service:

CocoFax assigns you your own fax number which you can share with anyone to receive faxes. When someone sends you a fax on this fax number, it is immediately sent to your CocoFax dashboard as well as your email inbox.

Through your email inbox, you can view the fax file, save it on your device, print it out, or forward it directly to someone else.

Outbound Fax Service:

Outbound fax service provides you with a platform to send faxes to any working fax number all across the globe. The faxes can be sent through CocoFax’s online dashboard, or from the email client that you use.

Once a fax is sent, CocoFax sends you a delivery report in your email inbox. The delivery report confirms whether the fax was delivered successfully or not. Theoretically, the reasons for undelivered faxes lie at the receiver’s end, such as their fax machine being turned off.

2. Set-Up Time

When you sign up for CocoFax, you will get the option to select your own fax number from the list of available numbers. The fax number you select is activated immediately once the signup process is complete..

3. Payment

CocoFax allows pre-authorized credit card payments and payments via PayPal only.

4. Customer Support

CocoFax’s customer support team is available through email, at the address: [email protected]

The customer support team can be contacted at any time that you prefer, and the resolution is provided within 24 hours except on weekends.

5. Service Level Agreement Exceptions

Force Majeure:

CocoFax will not be liable in any manner if it is unable to fulfil its obligations in the Service Level Agreement due to unforeseeable circumstances, which include (but are not limited to) acts of God, war, national emergency, flood, epidemic, lockouts (whether or not CocoFax is involved), explosions, fire, transport problems, inability to obtain supplies, etc.

Network Downtimes:

At times, the network can be unavailable due to maintenance or updates purposes. In any such cases of planned downtimes, users will be notified beforehand that the service will face a short downtime.

Unplanned downtimes can also occur due to failures in any system component, loss of service by a service provider, or any other system element failure.

CocoFax Downtime:

Users will be notified of any downtime in CocoFax services 24 days to 3 hours prior to the downtime, whenever possible.

CocoFax is not liable for any failures of access circuits that are outside the control of CocoFax, DNS issues outside the control of CocoFax, DNS propagation, or any internet outages that can hinder the user’s access to the CocoFax network.

Errors on the User’s End:

CocoFax is not liable if the user commits an error on their end, which includes omissions, custom scripts or codes, negligence, voluntary misconduct, or use of CocoFax’s services in an unintended manner breaching CocoFax's Terms of Use.