Service Level Agreement

1. Agreement Overview
   

   This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between IMPAKTT and Customer for the provisioning of SaaS services required to support and sustain the inspection system on cloud.

   This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

   This Agreement outlines the parameters of following mentioned software services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Periodic Review
   

   This Agreement is valid from the subscription Effective Date after successful payment of the selected package and is valid until further notice.

   This Agreement should be renewed per selected payment plan by the customer; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

   Package: As per the selection by user
   Review Period: As per the preference by user
   Signup Date: On payment received
   Next Review Date: According to the payment plan signup by the user

3. Service Agreement

   The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

   3.1. Service Scope:

   The following Services are covered by this Agreement:

   • IMPAKTT deployment along with all administrative credentials and the live URL shall be deployed and provided to the customer with-in 2 working days after subscription.
   • Manned system support via provided IMPAKTT ticket system.
   • Monitored server and system
   • Remote assistance using Remote Desktop and a Virtual Private Network when required only, available after first level of support from ticket system.
   • Planned or Emergency Onsite assistance (extra costs apply)
   • Monthly system health check
   • Any customization shall be charged separately according to the production requirement.
   • Customer all relative information are available at https://impaktt.com/my-dashboard
   • Themes/Website design except of library can be according to the selected value added services by our partners.
4. Support Management

   Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

   4.1. Support Availability

   Coverage parameters specific to the service(s) covered in this Agreement are as follows:

   • Support tickets and team available at https://impaktt.com/my-tickets or email at [email protected]
   • All video tutorials are available at https://impaktt.com/documentation
   • Working Days: Monday – Friday
   • Request for call can be made from the support ticketing system, and best efforts will be made to answer / action the call, however there will be a backup answer phone service.
   • Technical Support Monitored: Monday – Friday
   • Tickets received outside of office hours will be collected, however no action can be guaranteed until the next working day.
   • Onsite assistance guaranteed within 72 hours during the business week.

   4.2. Service Requests

   In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

   • 0-8 hours (during business hours) for issues classified as High priority, i.e: system is down.
   • Average support response time within 48 working hours.

Note:

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

For any other query feel free to contact us at [email protected]