Service Level Agreement (SLA) for Ezye Commerce
Effective Date: 9/13/2024
This Service Level Agreement (SLA) outlines the performance standards Ezye Commerce is committed to providing for its SaaS and BPO services. It defines the expectations for service uptime, customer support response times, escalation procedures, and performance metrics.
- Service Performance: Uptime and Reliability
Ezye Commerce strives to provide a highly reliable and available service for all customers. Our target performance levels are as follows:
- I. Uptime Guarantee: We guarantee a minimum of 99.5% uptime for all SaaS services every month, excluding planned maintenance or unforeseen circumstances outside our control (e.g., natural disasters, third-party outages).
- II. Planned Maintenance: Scheduled maintenance will be communicated at least 24 business hours in advance. These maintenance windows are excluded from uptime calculations.
- III. Unscheduled Downtime: In the event of unscheduled downtime, we aim to restore services as quickly as possible. Our engineering team will provide status updates and an expected resolution timeline.
- Response Times: Customer Support
Ezye Commerce provides customer support through multiple channels, including email, live chat, and phone. The following response times are guaranteed based on the severity of the issue:
- I. Critical Issues (Service Outages): Response within 1 hour, available 24/7.
- II. High-Priority Issues (Performance Degradation): Response within 4 hours during business hours.
- III. Medium Priority (Feature/Functionality Issues): Response within 8 business hours.
- IV. Low Priority (General Inquiries/Requests): Response within 24 business hours.
- Escalation Procedures
If a service issue is not resolved within the initial response timeframe, customers may escalate the issue according to the following process:
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a. First Escalation: If an issue remains unresolved after the initial response time, contact your assigned account manager or support agent for further assistance.
- b. Second Escalation: If the problem persists for more than 24 business hours, the issue will be escalated to senior technical support, with updates provided every 48 business hours until resolution.
- c. Final Escalation: For unresolved issues, beyond 72 business hours, the case will be escalated to the executive team, and further compensation or remediation steps may be discussed.
- Performance Metrics: Measurable Outcomes and Penalties
To ensure consistent quality, Ezye Commerce tracks the following performance metrics:
- a. Uptime: Monthly uptime of 99.5% or higher.
- b. Response Time Compliance: 95% of all customer support tickets should meet the response times outlined above.
- b. Response Time Compliance: 95% of all customer support tickets should meet the response times outlined above.
- Penalties for Failure to Meet Standards:
If Ezye Commerce fails to meet the guaranteed performance metrics, the following penalties or compensation may be applied:
- a. Service Credits: For each 0.5% drop below the guaranteed uptime threshold, customers may be eligible for service credits equal to 3% of the monthly service fee.
- b. Support Response Delays: If response times fall below the agreed standard for more than [insert time, e.g., 5 business days] consecutively, customers may be eligible for service credits.
Service credits must be requested within 2 days of the incident and will be applied to future invoices. Service credits do not apply if the failure is due to:
- Force majeure events.
- Customer-caused issues (e.g., misuse of the platform, incorrect configurations).
- Third-party service provider outages.
For more details or questions about this Service Level Agreement, please contact Ezye Commerce support:
Billing Department Email: billing@ezye-commerce.com
