Service Level Agreement (SLA)

Service Level Agreement for Psympl

1. Scope of Service

This SLA applies to all users of the Psympl platform, ensuring a consistent and reliable service experience.

2. Service Commitments

  • Uptime: We commit to 99.9% uptime annually, minimizing downtime to ensure uninterrupted access to our services.
  • Response Time: Support requests will be responded to within 24 hours, with resolution times dependent on the issue's complexity.
  • Data Security: Your data is protected with industry-leading security measures, as detailed in our Security Commitment document.

3. Service Metrics

  • Uptime Monitoring: Continuous monitoring of server performance to ensure adherence to uptime commitments.
  • Support Response Tracking: A ticketing system will be used to track and report on the status of support requests.

4. Service Guarantees

  • Service Credits: In the event of downtime exceeding agreed thresholds, service credits will be issued as compensation.
  • Issue Resolution: Prompt resolution of incidents with clear communication to users regarding progress and outcomes.

5. Dispute Resolution

  • Grievance Process: A structured process for addressing user concerns, including escalation procedures for unresolved issues.
  • Mediation: Encouraged as a first step in resolving disputes, followed by arbitration if necessary.

6. Agreement Duration

This SLA is effective for one year from the date of acceptance. It will be reviewed and updated annually to reflect any changes in service offerings or user needs.

7. Definitions

  • Incident: Any event that results in a disruption of service.
  • Downtime: Period during which the platform is unavailable due to technical issues.

8. Terms and Conditions

The SLA aligns with our security policies and terms of service, ensuring cohesive and non-overlapping commitments.

9. Effective Communication

Language used in this agreement is clear and accessible, avoiding unnecessary jargon to ensure user understanding.

By adhering to this SLA, Psympl commits to providing a high-quality service that meets the expectations of our users. We strive to maintain transparency and reliability in all aspects of our operations.