Support SLA

This support service level agreement, (“Support SLA”) outlines the support services that we provide to customers when using the Services. This Support SLA complements the Service Level Agreement (SLA) and is referenced within it.

Our support offering:

Technical support

The following section applies to all subscribers.

Definitions

• "Business Hours" are 4 AM-10 PM UTC.
• "Business Days" are Monday through Friday.
• An "Incident" is when end users' use of the Services is adversely impacted.
• A "Severity 1 Incident" is an incident resulting in a service outage that prevents users from using the Services, and no temporary alternative options are available.
• A "Severity 2 Incident" is an incident resulting in a service outage that prevents users from doing some tasks in the Services, but temporary alternatives are available in using the Services.
• A “Severity 3” incident refers to an issue with non-core business functionality that affects a limited number of users or represents general service-related questions or other requests for information.
• A Severity 4 incident refers to any request or issue not qualifying as Severity 1, Severity 2, or Severity 3 levels. These typically include low-impact service requests or inquiries that are irregular and not time-sensitive.
• "Lets Flo Control" means elements entirely under our control and not a consequence of: (a) a Subscriber's hardware or software failures, (b) a Authorised User's connectivity issues, (c) Authorised User operator errors, (d) Authorised User traffic amounts that exceed an Authorised User's Permitted Utilization as defined in the Terms and Conditions, (e) corrupted Authorised User content, (f) Force Majeure.

Communication

Email

Authorised Users can email support at support@letsflo.co. Communications between our support engineers and Authorised User personnel are conducted using a ticketing application that maintains a time-stamped transcript of communications and sends emails to Authorised Users and our staff as tickets are updated.

Chat

Authorised Users can access chat support through any page within the Services, including the login page, should login be unavailable.

Response time

We shall use our best efforts to respond in a timely fashion.

Service Credits

If we fail to meet the Support SLAs on five (5) separate occasions within any calendar month, we will issue a Service Credit to the Customer. The Service Credit will equal 5% of the monthly Fees paid that calendar month. This credit will be applied to the next billing cycle.

Enterprise Support

We will respond to an Incident report by troubleshooting the cause(s) and resolving them if they are caused by factors within our control or providing information to those who can resolve the factors if they are within others' control, as follows.

For a Severity 1 Incident:

• Our support staff will acknowledge receipt of the email or chat within 15 minutes.
• We will start actively troubleshooting within 1 hour of receipt of the email.
• We will perform our tasks during Business Hours.
• We and the Authorised User will immediately communicate upon learning new information that may be useful in troubleshooting the Incident. Status updates between us and Customer will occur no less frequently than every 30 minutes for the first two hours and every hour after that.
• Our staff will work until: (a) the Incident is resolved, or (b) the Incident is determined by us to be outside our control.

For a Severity 2 Incident:

• Our support staff will acknowledge receipt of the email within 2 hours.
• Our engineers begin actively troubleshooting within the same day, work on the Incident during the same day, aim to resolve on the same day, and provide status updates to the Customer on each subsequent day.

For a Severity 3 Incident

• Our support staff will acknowledge receipt of the email within 4 hours.
• Our engineers begin actively troubleshooting within 24 hours, and begin work on the Incident within 24 hours and aim to resolve it in 2 business days, and provide status updates to the Customer on each subsequent day.

For a Severity 4 Incident

• Our support staff will acknowledge receipt of the email within 24 hours.
• Our engineers aim to resolve it in 5 business days, depending on the complexity and required resources.

Service Reviews

We conduct quarterly Service Reviews with customers to evaluate performance against SLA commitments and identify opportunities for improvement. For details on the Service Review process, please refer to our Service Review Policy available upon request.

Out-of-Hours Support

Out-of-hours support is exclusively available for Severity 1 Incidents. These are defined as critical service outages that prevent Authorised Users from using the Services, with no temporary alternatives available.

Contact Method

Severity 1 Incidents can be reported via email to support@letsflo.co, which is monitored 24/7.

Response Times

• Acknowledgment of the Incident within 15 minutes.
• Active troubleshooting begins within 1 hour of receipt.
• Resolution Efforts: Our staff will continue working on the Incident during out-of-hours periods until:

1. The issue is resolved, or

2. It is determined by us that the issue lies outside our control.

Clarifications for Other Severity Levels

Severity 2, 3, and 4 Incidents:

These Incidents will not be addressed during out-of-hours periods.

Updates to this Support SLA

We may update this Support SLA periodically to reflect changes in our support processes. Customers will be notified of any updates via email or through the status page of the Services.

Contact Information

For questions about this Support SLA, please contact Lets Flo Support at support@letsflo.co.