Service Level Agreement

01Service Description

The support service aims to provide assistance and resolution for technical issues related to our products or services.

02Support Channels

Support can be accessed through the following channels:

• Email: [email protected]
• Live Support: We will assist the client’s preferred communication channel, such as Google Meet or Team Viewer, to provide our live support services

03Support Availability

Support will be available during the following hours:

• Sunday to Thursday: 10:00 PM to 6:00 AM (EST)
• Excluding public holidays

04Initial Response Time

Our goal is to acknowledge and respond to support requests within 24 hours of receipt during normal business hours.

05Issue Resolution

We will make reasonable efforts to provide timely resolutions to support issues. The time required for resolution will depend on the complexity of the issue and may vary on a case-by-case basis.

06Escalation Procedure

If an issue cannot be resolved within a reasonable time frame, it will be escalated to the appropriate level of support or management for further attention and prioritization.

07Service Limitations

Support does not cover the following:

• Training on product usage (unless specifically included in the agreed service scope)
• Custom development or modifications
• Support for third-party products or services

08Communication

All communication related to support requests should be conducted through the designated support channels mentioned above. Clear and detailed information about the issue, including relevant error messages or screenshots, will help expedite the resolution process.

09Updates and Maintenance

Periodic updates, bug fixes, and maintenance releases may be provided for our products or services. These updates will be communicated to customers through the appropriate channels.

10Service Level Agreement Review

This Service Level Agreement will be reviewed periodically to ensure its effectiveness and may be revised or updated as necessary. The authority holds the power of making changes at any time.