Service Level Agreement
Introduction
This Service Level Agreement (SLA) outlines the terms and conditions for the support services provided by Cavelo ("Service Provider") to its customers ("Customers") for the software platform ("Platform").
Scope of Support Services
The Service Provider will provide the following support services to the Customer during the hours of 9:00 AM to 5:00 PM EST, Monday through Friday (excluding holidays):
- Technical support for issues related to the Platform
- Assistance with Platform configuration and setup
- Assistance with Platform troubleshooting and issue resolution
Response Time
The Service Provider will respond to support requests from the Customer within 48 hours of receipt during standard business hours. Support requests received outside of standard business hours will be responded to on the next business day.
Issue Resolution Time
The Service Provider will use commercially reasonable efforts to resolve all support issues in a timely manner. The actual resolution time will depend on the complexity of the issue and the resources required to resolve it.
Escalation Procedure
In the event that the Service Provider is unable to resolve a support issue to the Customer's satisfaction within a reasonable timeframe, the Customer may escalate the issue to the Service Provider's senior management team via their Account Manager.
Exclusions
The Service Provider will not be responsible for support issues caused by:
- Customer misuse of the Platform
- Third-party software or services not provided by the Service Provider
- Force majeure events such as natural disasters, acts of terrorism, or other events beyond the Service Provider's control