Support Service Level Agreement (SLA)

This Service Level Agreement (SLA) describes the support services provided by VisioForge for SDK customers. We are committed to providing timely and effective support to help you successfully integrate and use our products.

Support Channels

Email Support (Standard)

Free email support is included with all licenses
Business hours: Monday-Friday, 9 AM - 6 PM EST

Premium Support

Available as an opt-in service for enterprise customers
Includes screen sharing and remote assistance
Extended hours: Monday-Friday, 8 AM - 8 PM EST
Starting at $500/month for up to 10 support hours
Additional hours available at $75/hour

Response Times

Email Support

Initial acknowledgement: Within 24 business hours
Initial technical response: Within 48 business hours
Resolution target: Varies by issue complexity

Premium Support

During business hours: Within 4 hours
After hours (emergency): Within 8 hours
Priority resolution with dedicated engineer

Provider Responsibilities

Make reasonable efforts to resolve reported issues
Provide access to documentation and knowledge base
Assign qualified technical staff to support requests
Maintain confidentiality of customer information

Client Responsibilities

To ensure effective support, clients should:

Provide accurate and detailed issue descriptions
Cooperate with troubleshooting and information requests
Follow recommended implementation guidelines
Notify us promptly of critical issues

Limitations

Support Exclusions

Issues caused by unauthorized modifications
Third-party hardware or software issues

Termination

Premium Support Termination

Either party may terminate with 30 days notice
Unused hours are forfeited upon termination

Amendments

SLA Changes

Changes require mutual agreement
All amendments must be documented in writing

This SLA is reviewed annually and updated as needed. For questions about our support services, please contact us at support@visioforge.com. Thank you for choosing VisioForge.