Service Level Agreement (SLA)

Opennology Solutions
Service Level Agreement (SLA)
https://www.opennology.com/

This Service Level Agreement (SLA) outlines the performance standards and response times that clients can expect from Opennology Solutions’ IT services. By using our services, you agree to the terms and conditions set forth in this SLA.

1. Service Availability Opennology Solutions is committed to providing reliable, high-quality IT services. We strive to maintain a service availability of 99.9% for all our services.
2. Service Response Times We understand that timely support is crucial for our clients. Our service response times are as follows:

• Critical issues (e.g., service outage, security breach): Within 1 hour
• High-priority issues (e.g., significant performance degradation): Within 4 hours
• Medium-priority issues (e.g., minor performance issues, software bugs): Within 24 hours
• Low-priority issues (e.g., general inquiries, feature requests): Within 48 hours

3. Support Channels Our support team can be reached through the following channels:

• Email: support@opennology.com
• Phone: (702) 922-7152
• Online support portal: https://helpdesk.opnsolutions.com/

4. Service Credits In the event that we fail to meet the service availability or response time commitments outlined in this SLA, clients may be eligible for service credits, subject to the terms and conditions set forth in their individual service contracts.
5. Exclusions This SLA does not cover issues or downtime resulting from:

• Scheduled maintenance, for which clients will be notified in advance
• Client-side errors or issues
• Force majeure events, such as natural disasters, acts of terrorism, or other circumstances beyond our control

6. Changes to This SLA Opennology Solutions reserves the right to update or revise this SLA at any time without prior notice. Clients will be notified of any significant changes.
7. Contact Us If you have any questions or concerns about this Service Level Agreement, please contact us.