Support and Service Level Agreement (SLA)
Last Updated: 02/10/2024
At DataActs, we are committed to providing high-quality support and ensuring the reliability of our DataActs BI product. This Support and Service Level Agreement outlines the level of service you can expect from us.
1. Support Availability
1.1 Support Hours
Our support team is available Monday through Friday, 9:00 AM to 5:00 PM IST Time Zone, excluding public holidays.
1.2 Contact Methods
You can reach our support team through the following channels:
- Email: info[at]dataacts.com
2. Response Times
We categorize support issues based on their severity and commit to the following initial response times:
| Severity | Description | Initial Response Time |
|---|---|---|
| Critical | Service is down or unusable, causing critical impact to business operations. | Within 1 hour |
| High | Service is degraded or impaired, but still operational. | Within 4 hours |
| Medium | Non-critical issue, system performance unaffected. | Within 1 business day |
| Low | General inquiry, feature request. | Within 2 business days |
3. Service Availability
3.1 Uptime Commitment
We strive to maintain a 99.9% uptime for the DataActs BI product, measured on a monthly basis.
3.2 Scheduled Maintenance
We perform routine maintenance and updates to ensure optimal performance. Scheduled maintenance will be performed during off-peak hours and communicated at least 48 hours in advance.
3.3 Unscheduled Maintenance
In the event of critical issues requiring immediate attention, we reserve the right to perform unscheduled maintenance. We will make every effort to notify you as soon as possible.
4. Data Backup and Recovery
4.1 Data Backup
While we do not store your primary data (which resides in your own data warehouse), we regularly backup configuration data and metadata related to your DataActs BI setup. Backups are performed daily and retained for 30 days.
4.2 Recovery Time Objective (RTO)
In the event of a system failure, we aim to restore service within 4 hours.
4.3 Recovery Point Objective (RPO)
Our RPO for configuration data and metadata is 24 hours.
5. Security Measures
5.1 Data Encryption
All data in transit is encrypted using industry-standard TLS protocols.
5.2 Access Controls
We implement strict access controls and authentication measures to protect your data and account information.
5.3 Regular Security Audits
We conduct regular security audits and vulnerability assessments to ensure the safety of our systems.
6. Performance Monitoring
We continuously monitor the performance of our services to ensure they meet our SLA commitments. Performance metrics are available upon request.
7. SLA Exclusions
This SLA does not apply to:
- Issues resulting from factors outside our reasonable control
- Issues caused by your actions or third-party services/software not provided by DataActs
- Beta features or services explicitly marked as such
8. SLA Credits
If we fail to meet our uptime commitment in any given month, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| < 99.9% but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
To receive a credit, you must submit a request within 30 days of the incident.
9. Changes to SLA
We reserve the right to modify this SLA. Any changes will be communicated to you at least 30 days in advance.
10. Limitation of Liability
Our liability under this SLA is limited to the remedies described herein. In no event shall we be liable for any indirect, consequential, or incidental damages.
For any questions about this Support and Service Level Agreement, please contact us at: info[at]dataacts.com
