Support Service Level Agreement (SLA)

1. Support Channels and Coverage

1.1 Email Support

• Email support is provided to all clients free of charge.
• The support team will respond to emails during normal business hours, Monday to Friday, excluding public holidays.

1.2 Premium Support

• Premium support is available to clients who opt for additional support services.
• Premium support includes remote assistance, chats, or calls through supported platforms (AnyDesk, Telegram, Zoom, Teams).
• Premium support is available during normal business hours, Monday to Friday, excluding public holidays.
• The cost of premium support is 200 EUR for a package of 5 hours.
• Additional premium support hours can be purchased separately.

2. Support Response Times

2.1 Email Support Response Times

• The support team will acknowledge receipt of the client's email within 24 hours.
• Initial response time for email support will be within 2 business days.
• Resolution time for email support will be based on the severity and complexity of the issue and will be communicated to the client.

2.2 Premium Support Response Times

• The support team will respond to premium support requests within 4 hours during normal business hours.
• Response times for premium support outside normal business hours will be within 12 hours.
• Resolution time for premium support will depend on the severity and complexity of the issue and will be communicated to the client.

3. Responsibilities of the Provider

• Provider will make reasonable efforts to resolve client's support requests promptly and efficiently.
• Provider will allocate appropriate resources to address client's support needs.
• Provider will ensure that the support team possesses the necessary skills and expertise to handle client's inquiries effectively.
• Provider will maintain the confidentiality of client's information shared during the support process.

4. Responsibilities of the Client

4.1 Client Responsibilities

• Client will provide accurate and detailed information about the issue or inquiry when contacting support.
• Client will cooperate with the support team, providing necessary access and information to assist in issue resolution.
• Client will adhere to any guidelines or instructions provided by the support team.
• Client will notify Provider promptly of any changes in contact information.

5. Limitations

5.1 Exclusions

• This SLA does not cover support for issues resulting from unauthorized modifications, misuse, or third-party software or services.
• Support for hardware-related issues is not included in this SLA.

6. Termination

6.1 Termination of Premium Support

7. Amendments

7.1 Amendment of SLA

• This SLA may be amended by mutual agreement between the Provider and the Client.
• Any amendments will be documented in writing and signed by both parties.