SLA

Service Level Agreement SKU: SLA10
Item Notify
via
Response Time frame Response
via
Service Outage email Response in 4 hours email/phone
Deviation From Norm email Response in 5 business hours email/phone
Training email Negotiated next available time slot.
Fee as per Product page.
email/phone
Article Page Create/Support (exludes artwork creation) email Negotiated next available time slot.
Fee as per Product page.
email/phone
Tech Support – non deviation email Negotiated next available time slot.
Fee as per Product page.
email/phone
Contract labour and non-recurring engineering email Negotiated next available time slot.
Fee as per Product page.
email/phone
Account inquiry email Within 6 bus hours. email
Discussion email Negotiated as available email/phone
Resolutions email 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 email Negotiated as available email
Deviation From Norm email Negotiated as available email
Training email Negotiated next available time slot.
Fee as per Product page.
email/phone
Article Page Create/Support (exludes artwork creation) email Negotiated next available time slot.
Fee as per Product page.
email/phone
Tech Support – non deviation email Negotiated next available time slot.
Fee as per Product page.
email/phone
Contract labour and non-recurring engineering email Negotiated next available time slot.
Fee as per Product page.
email/phone
Account inquiry email Negotiated as available email
Discussion email Negotiated as available email/phone
Resolutions email 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.
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