This Standard Service Level Agreement (“SLA”) is incorporated by reference into your Agreement with VoiceIQ—either the Master Services Agreement executed by and between VoiceIQ and You or the Terms of Services agreed to by You by signing up for any Service, using the Service, or downloading, installing, or using any application (the “Agreement”).
This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between VoiceIQ Ltd and “Customer” for the provisioning of service support required to support and sustain the product or service.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all service support covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Customer by the Service Provider.
The goal of this Agreement is to obtain mutual agreement for service provision between VoiceIQ and the Customer.
The objectives of this Agreement are to:
This Agreement is valid until further notice. This Agreement will be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
VoiceIQ is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required and any changes will be communicated to all affected parties.
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
The following Services are covered by this Agreement;
This agreement entitles the Customer to raise 10 service support cases per month where VoiceIQ will commit to an initial response based on the service impact level outlined below.
Should the Customer require additional cases these will be charged in line with the Professional Services Cost, per number of days required to resolve the case provided that such Charges shall not apply where a) the additional cases do not arise from the same cause or otherwise relate to any of the initial ten cases that month, and/or b) the additional cases do not include bugs in the platform which the Customer would ordinarily expect VoiceIQ to resolve under the Service Level Agreement.
Customer responsibilities and/or requirements in support of this Agreement include:
Service Provider responsibilities and/or requirements in support of this Agreement include:
Assumptions related to in-scope services and/or components include:
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
Incidents and/or requests shall be submitted by the customer from within the VoiceIQ application.