Service Level Agreement (SLA)

Modified on Tue, 18 Mar at 3:41 AM

SecPod Technologies Customer Support - Service Level Agreement (SLA)

Definitions

Availability: The amount of time that services are running and accessible to the customer.
Downtime: The total accumulated time the service is unavailable.
Support Incident Classification: The classification of the ticket based on the severity of the support request.
Target Response Time: The first response time to a ticket logged via the web-based ticketing system or through email.

Service Level Agreement (SLA)

Introduction

SecPod Technologies is committed to providing the best customer experience through its products and support. The technical support services indicated herein shall be provided without additional charge. Customers and Partners may notify SecPod Technologies through designated channels (Ticketing system and emails). SecPod shall assign support contacts to staff such support channels 24 hours, Monday through Friday, excluding holidays. However, in the event of critical issues, necessary support will be provided on Saturday/Sunday/Closed Holidays.

Service Commitment

SecPod Technologies will maintain sufficient support contacts to ensure prompt responses to emails/tickets from Customers and Partners 24 hours, Monday through Friday, excluding holidays. However, in the event of critical issues, necessary support will be provided on Saturday/Sunday/Closed Holidays.
SecPod Technologies will make its best effort to answer questions and correct reported errors that are reproducible and are attributable to the product/services of SecPod Technologies or provide suitable temporary solutions or workarounds for errors during the initial response.
If Customers or Partners state that the reported error is substantial and material to the use of the Software Product(s) or Service(s), or that the reported error causes the Software Product(s) or Service(s) to be inoperable, SecPod Technologies will use its best efforts to correct the error within a commercially reasonable time after the initial response.

SecPod SanerNow Updates

Updates may be made to the SanerNow platform for various reasons including, but not limited to, critical patches, security fixes, general maintenance, functionality, and documentation. SecPod is under no obligation to develop any future functionality or enhancements.

Support Incident Classification

SecPod Technologies shall identify the severity of the support request, based on the evidence provided by the Customer/Partner as per the definitions set forth below:

Severity Classification	Definition
Critical	Product issue that severely impacts Customer’s or Partner’s use of the product.
High	Major functionality issue that impacts Customer's or Partner's business operation and no workaround is available.
Medium	Partially impacts the use of the product and a workaround is available.
Low	A routine technical issue or inquiry.

Target Response Time

The following response times are applicable to tickets logged via web or email. These times indicate initial response times, not resolution times. A resolution may consist of a fix, workaround, service availability, or other solution deemed reasonable by SecPod Technologies.

Severity Classification	Target Response Time
Critical	2 Hours or Less
High	6 Hours or Less
Medium	12 Hours or Less
Low	2 Business Days or Less

Customer Support

SecPod Technologies understands that providing excellent support to our customers is critical to their success. Customers or Partners may log a support request via the web-based ticketing system or through email on a 24x7 basis. SecPod Technologies processes support requests through a ticketing system so that each issue receives a ticket number and can be tracked until resolved.

Contact Information

Email: support@secpod.com
Web: https://support.secpod.com/

Service Scope

The following services are covered:

Monitored email support (support@secpod.com).
Support tickets through the ticketing system.
Remote assistance using Remote Desktop and VPN, where available.

Customer Support Availability

Email support (support@secpod.com) for logging requests on a 24x7 basis.
Support availability: 24 hours, Monday through Friday, except Closed Holidays.
Requests received on Saturday/Sunday/Closed Holidays: Replied to on the next working day unless the issue is critical.

Service Requests

SecPod Technologies provides support through the approved service support channels and knowledge base resources. When a request or transaction is submitted, SecPod Technologies classifies the severity based on the definitions in Section 2.0.

SecPod Technologies will respond to service-related incidents and requests within the timeframes specified in Section 2.0, depending on the severity classification.

Ticket Categories

Category of Ticket	Condition	Remarks
Open	Ticket logged but not yet reviewed or assigned for action.
Pending	Action required from SecPod Support.	The resolution is awaiting internal action.
Waiting on Customer	Awaiting input or specific information from the customer.	The ticket remains in this status until requested information is received. Delays may extend resolution times.
Waiting on Third Party	Assistance required from internal teams or third-party vendors/services.	May involve collaboration with external parties to resolve the issue. Updates will be provided.
Solved	The ticket is resolved, or no feedback has been received from the customer after three follow-ups or more than 7 days, whichever is earlier.	The customer has 3 days to reopen the ticket if further action is needed.
Closed	The ticket has been in a resolved status for more than 3 days without customer follow-up.	Implies customer satisfaction with the resolution. The ticket is archived.

Customer Responsibilities

Customers must provide necessary information/feedback, as requested, for a detailed analysis of reported issues.
Customers should share their screens and provide device access during remote sessions if required for further issue analysis and resolution.

For more details, visit www.secpod.com or contact support@secpod.com.