1. Service Availability
We (DaManager) will strive to maintain a minimum of 99.9% uptime, excluding scheduled maintenance and factors beyond our control (e.g. third-party service interruptions).
2. Response Time
The technical support team will respond to client inquiries and support tickets within a maximum of 1 hour during regular business hours (Monday to Friday, 9:00 AM to 5:00 PM, GMT), and within 4 hours outside of these hours.
3. Incident Resolution
The resolution of service incidents will be prioritized based on severity levels:
- Critical: Immediate response within 15 minutes and resolution within 1 hour.
- High: Response within 1 hour and resolution within 4 hours.
- Medium: Response within 4 hours and resolution within 24 hours.
- Low: Response within 8 hours and resolution within 48 hours.
4. Technical Support Channels
Technical support will be provided through multiple channels:
- Ticketing System: Available 24/7 for incident reporting and tracking.
- Email: Available 24/7 for reporting.
- Live Chat: Available during business hours for immediate assistance.
- Phone Support: Available during business hours for urgent matters.
5. Maintenance Windows
Scheduled maintenance that may affect service availability will be communicated to clients at least 72 hours in advance via email and notification on the client portal. Maintenance will be conducted during off-peak hours whenever possible.
6. Backup and Data Integrity
Regular backups will be performed to safeguard client data. Incremental backups will occur daily, while full backups will take place weekly. The integrity and availability of backups will be monitored continuously.
7. Security
We will implement robust security measures to protect client data and services. Regular security audits and updates will be conducted to mitigate potential vulnerabilities.
8. Client Responsibilities
- Clients are responsible for providing accurate and complete information when reporting incidents or issues.
- Clients are encouraged to follow best practices for security, backups, and
software updates to enhance the security and performance of their hosted
services.
9. Escalation Procedure
If a client is unsatisfied with the resolution provided by the support team, an escalation process will be available to address the concern promptly
10. Performance Reporting
Clients will receive monthly reports outlining service availability, incident statistics, and performance metrics to ensure transparency and accountability.
