Service Level Agreement (SLA)

Aug 15, 2023 02:08 AM

Service Level Agreement (SLA)

At Oownee LLC, we are committed to delivering high-quality services to ensure your satisfaction and meet your business needs. Our Service Level Agreement (SLA) outlines the standards and expectations you can rely on when using our services.

Service Availability:
We strive to maintain a high level of service availability to ensure uninterrupted access to our platform. Our goal is to achieve a service uptime of 99.9% for our subscribers.

Support Response Time:
Our dedicated customer support team is here to assist you. We aim to respond to all customer inquiries and support requests within 24 / 48 hours during weekdays. Response times may vary during weekends and holidays. However, we understand that some inquiries may require more time for thorough investigation and resolution. In such cases, our maximum response time is set at 10 business days. We strive to address your concerns promptly and efficiently, and we typically aim to provide responses within 24 hours, with a maximum of 48 hours or up to 72 hours in more complex cases.

Please note that in exceptional circumstances, such as unforeseen technical issues or other factors beyond our control, response times may exceed the 10-day limit. Rest assured that we will make every effort to keep you informed and provide updates regarding any delays.

Issue Resolution:
In the event of any technical issues or challenges you encounter while using our services, our team is committed to resolving them promptly. We will work diligently to provide a solution within a reasonable time frame based on the complexity of the issue.

Scheduled Maintenance:
To enhance the quality of our services, we occasionally perform scheduled maintenance. We will not notify you in advance of any planned maintenance activities that may impact service availability. During these maintenance windows, we strive to minimize disruption and complete the maintenance as quickly as possible.

Data Security and Privacy:
Protecting your data is of utmost importance to us. We implement industry-standard security measures to safeguard your information and ensure compliance with relevant data protection regulations, including the General Data Protection Regulation (GDPR) in Europe.

Changes to SLA:
Oownee LLC reserves the right to modify, revise, or update this Service Level Agreement at any time. We will communicate any changes to the SLA through our website or other appropriate channels.

Limitations of Liability:
While we strive to provide a reliable and secure service, Oownee LLC is not liable for any damages, losses, or disruptions that may arise from your use of our services. This includes, but is not limited to, loss of data, financial losses, or business interruptions.

By using our services, you agree to abide by the terms outlined in this Service Level Agreement. If you have any questions or concerns, please contact our customer support team for further assistance.

Last Updated: 15-08-23

By continuing to use our services, you acknowledge that you have read, understood, and agreed to the terms of this Service Level Agreement. If you do not agree with these terms or have any concerns, please refrain from using our services.