This Support Service Level Agreement (SLA) outlines the terms and conditions for the support services provided by VisioForge (referred to as "Provider") to its customers (referred to as "Client"). This SLA specifies the support options available, response times, and responsibilities of both parties.
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 regular 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 regular 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.
- The initial response time for email support will be within two 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 regular business hours.
- Response times for premium support outside regular 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
- The Provider will make reasonable efforts to resolve the Client's support requests promptly and efficiently.
- The Provider will allocate appropriate resources to address the Client's support needs.
- The Provider will ensure that the support team possesses the necessary skills and expertise to handle the Client's inquiries effectively.
- The Provider will maintain the confidentiality of the Client's information shared during the support process.
4. Responsibilities of the Client
4.1 Client Responsibilities
- The Client will provide accurate and detailed information about the issue or inquiry when contacting support.
- The Client will cooperate with the support team, providing necessary access and information to assist in issue resolution.
- The Client will adhere to any guidelines or instructions the support team provides.
- The Client will promptly notify the Provider of any changes in contact information.
- 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.
6.1 Termination of Premium Support
- Either party may terminate premium support with a 30-day written notice.
- In the event of termination, the Client will forfeit unused hours of premium support.
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.
Please review the terms of this Support Service Level Agreement carefully. By accessing and using the support services provided by VisioForge, you acknowledge and agree to comply with the terms outlined in this SLA.
If you have any questions or require clarification, please get in touch with us at firstname.lastname@example.org.
Thank you for choosing VisioForge. We look forward to providing you with exceptional support.