| Service Level Agreement SKU: SLA10 | |||
| Item | Notify via | Response Time frame | Response via |
| Service Outage | Response in 4 hours | email/phone | |
| Deviation From Norm | Response in 5 business hours | email/phone | |
| Training | Negotiated next available time slot. Fee as per Product page. | email/phone | |
| Article Page Create/Support (exludes artwork creation) | Negotiated next available time slot. Fee as per Product page. | email/phone | |
| Tech Support – non deviation | Negotiated next available time slot. Fee as per Product page. | email/phone | |
| Contract labour and non-recurring engineering | Negotiated next available time slot. Fee as per Product page. | email/phone | |
| Account inquiry | Within 6 bus hours. | ||
| Discussion | Negotiated as available | email/phone | |
| Resolutions | Resolution contingent to third party responses e.g. Amazon Web Services | email/phone | |
| Service Level Agreement SKU: SLA2 | |||
| Item | Notify via | Response Time frame | Response via |
| Service Outage | Negotiated as available | ||
| Deviation From Norm | Negotiated as available | ||
| Training | Negotiated next available time slot. Fee as per Product page. | email/phone | |
| Article Page Create/Support (exludes artwork creation) | Negotiated next available time slot. Fee as per Product page. | email/phone | |
| Tech Support – non deviation | Negotiated next available time slot. Fee as per Product page. | email/phone | |
| Contract labour and non-recurring engineering | Negotiated next available time slot. Fee as per Product page. | email/phone | |
| Account inquiry | Negotiated as available | ||
| Discussion | Negotiated as available | email/phone | |
| Resolutions | Resolution contingent to third party responses e.g. Amazon Web Services | email/phone | |
| Terms | |||
| 1. SLA provides for interaction by InfoPond with 1 pre-defined email address and phone number per client and 1 client representative. | |||
| 2. This page defines timing and procedure – fees documented in Products page. | |||
