Last updated: July 2, 2024
Overview
This Support Service Level Agreement (SLA) outlines the commitments and responsibilities of Deview Studios in providing timely and effective support services to customers. It specifies the service expectations for support incidents.
Definitions
Incident: An unplanned interruption or reduction in the quality of a service.
Business Hours: 24 hours a day, 7 days a week, including public holidays.
Scope
This SLA applies to all customers who have a valid support contract and are entitled to support services. It covers incidents reported through designated support channels.
Support Channels and Availability
Support Portal: 24/7 access for ticket submission and tracking. Available at: https://deview-studios.atlassian.net/servicedesk/customer/portal/2
Email Support: support@deview-studios.com
Website form: https://deview-studios.com/#deview-support
Response Targets
All support requests will be answered within 24 hours.
Customer Responsibilities
To ensure efficient resolution of incidents, customers are expected to:
- Provide detailed information about the incident.
- Make reasonable efforts to provide relevant data or access to systems.
- Promptly respond to requests for additional information or action.
- Follow the prescribed channels for reporting incidents.
Exclusions
This SLA does not apply to:
- Issues caused by third-party services or software.
- Scheduled maintenance or upgrades.
- Incidents resulting from misuse or unauthorized modifications of the service.
- Natural disasters or other force majeure events.
Continuous Improvement
We are committed to continuously improving our support services. Feedback from customers is encouraged and can be submitted through the support portal or via email at support@deview-studios.com
Review and Amendments
This SLA will be reviewed and may be amended to reflect changes in support practices or business needs.
Acceptance
By using our support services, customers acknowledge and agree to the terms outlined in this SLA.
For any questions or clarifications, please contact our support team at support@deview-studios.com.
