BAQERS Service Level Agreement (SLA)
- Introduction The purpose of this Service Level Agreement (SLA) is to define the level of service that BAQERS provides to its customers and to outline the company's commitment to ensuring the availability, reliability, and security of the BAQERS software.
- Service Availability BAQERS guarantees that its software will be available 99.5% of the time, excluding planned maintenance periods, which will be communicated to customers in advance. In the event that the availability of the software falls below this level, BAQERS will provide a credit to affected customers in accordance with the provisions outlined in this SLA.
- Response Time BAQERS commits to respond to support requests within four hours of receipt. If the issue cannot be resolved within four hours, BAQERS will provide regular updates to affected customers until the issue is resolved.
- Problem Resolution BAQERS commits to resolve reported problems within 48 hours of receipt. In the event that a problem cannot be resolved within this time frame, BAQERS will provide regular updates to affected customers until the issue is resolved.
- Maintenance and Upgrades BAQERS will perform scheduled maintenance and upgrades as necessary to ensure the continued reliability and security of its software. Notice of any planned downtime will be communicated to customers in advance.
- Data Security BAQERS takes the security of customer data seriously and implements appropriate measures, such as encryption and regular backups, to protect customer data.
- Technical Support BAQERS provides technical support to its customers during the hours of operation, which are Monday through Friday from 9 AM to 5 PM, local time. Support can be requested through email or through the BAQERS customer support portal.
- Billing and Payment BAQERS customers will be billed monthly for the use of the BAQERS software. Payment is due within 30 days of the invoice date. In the event of non-payment, BAQERS reserves the right to suspend or terminate access to its software.
- Termination This SLA may be terminated by either party with 30 days' notice. In the event of termination, BAQERS will provide a copy of customer data upon request.
- Dispute Resolution Any disputes arising from this SLA will be resolved through negotiation between the parties. If the parties are unable to reach a resolution, the dispute may be referred to mediation or arbitration.
This SLA represents the entire agreement between BAQERS and its customers and supersedes all prior representations, negotiations, and agreements, whether written or oral. Any changes to this SLA must be agreed upon in writing by both parties.
Signed: BAQERS Customer Name: __________________________ Date: __________________________
