ProVide Service Level Agreement
The ProVide Support SLA is about response time and availability with regards to prioritized bug fixing and support; requested support hours are invoiced monthly in arrears or by purchasing corresponding specialist coupons.
The SLA is about response time and availability with regards to prioritized bug fixing and support availability. Prioritized phone and e-mail support is included in the agreement. Should assistance require us to set up test environments or use remote control software then our worked hours are invoiced monthly in arrears or by purchasing specialist coupons from the ProVide-server home page. If there are any issues with the software we make sure expert developers are put in direct contact with your IT staff; swiftly eliminating any issues that might occur. If reported issues are linked to bugs in the software itself then no charges will apply. On-site support, development and customization can be arranged in separate agreements.
Our permanent home base is Skövde, Sweden with regular office hours local Swedish time 08:00 – 17:00.
All other aspects of the agreement is regulated according to “General Terms and Conditions, IT Services” (available upon request from Västgöta-Data AB), with the following change:
§ 15.2 In the unlikely event of a dispute all parties agree to try for 60 days to resolve it informally. If we can´t, any disputes shall be settled in the general courts of Sweden.
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For more information, please read the SLA and contact us.