DecideAct’s Service Level Agreement (SLA) defines terms and conditions for maintenance and customer support performed by DecideAct Solutions IVS for the customer.
The Service Level Agreement covers the software known as DecideAct, which is a tool used to account for and monitor strategic initiatives as related to the corporate strategy at hand.
The Service Level Agreement is valid when the Customer has a valid subscription for products covered by the Service Level Agreement.
The SLA will for example inform you about:
- Customer support regarding error report handling and incident management, workaround solutions as and when needed and requests for information only.
- Incident Management informing about requesting service or submitting incidents, error reporting, support opening hours and response and resolution time.
- Exclusions describes DecideAct’s obligations and responsibilities regarding feature requests etc. from the clients.
- System Management will inform you about the availability of software and services hosted by DecideAct, DecideAct Backup and Restore plan and other important communication about disturbance or downtime.
For detailed information on the rights of DecideAct‘s customers concerning the Service Level, please read the Service Level Agreement