Service Level Agreement (SLA)

1. Purpose

This Service Level Agreement (SLA) defines the support services and expectations for clients using our platform. By engaging with our services, clients agree to the terms outlined below.

2. Support Acknowledgement Timeframe

All support inquiries will be acknowledged within 24 hours of submission. This timeframe accounts for inquiries submitted outside of typical business hours. While we strive to respond promptly, immediate or expedited replies are not guaranteed.

3. Response Limitations

Support inquiries requiring urgent or real-time responses are outside the scope of this agreement. Clients should not expect resolutions that demand immediate responses unless explicitly agreed upon in a separate arrangement. Support efforts will follow a reasonable timeline based on the complexity of the request.

4. Client Responsibilities

Clients are responsible for prioritizing their support needs and communicating them clearly and promptly. Support requests should be submitted with sufficient detail to facilitate effective responses and resolutions. Failure to prioritize or anticipate needs may lead to delays in support services.

5. Scope of Support

Support services include:

Troubleshooting platform-related issues. Assisting with account setup and configuration. Addressing general inquiries related to the use of the platform.

Support does not include:

Custom coding or third-party software integrations.Resolving issues caused by misuse of the platform.

6. Service Availability

Support is available during standard business hours. Inquiries submitted after hours will be addressed on the next business day within the acknowledgement timeframe.

7. Amendments

This SLA is subject to updates and modifications. Any changes will be communicated to clients, and continued use of services constitutes acceptance of the updated terms.

8. Contacting Support

Clients can reach support by email at [email protected] for technical assistance. Ensure all requests are detailed to expedite resolutions.

By adhering to this SLA, we aim to deliver effective and professional support services while maintaining a collaborative and efficient relationship with our clients.