Introduction:

This Service Level Agreement (SLA) outlines the agreed-upon service levels between Parvisor.com and its subscribers. This SLA applies to all subscribers who have registered and are actively using our Software as a Service (SAAS) platform. 

Availability and Uptime:

[Your Company/SAAS Name] is committed to providing a reliable and available SAAS platform. We strive to maintain an uptime of 99.9% for our services. This uptime percentage is calculated based on a monthly basis and excludes planned maintenance windows. 

Support and Response Times:

We offer technical support to our subscribers through various channels, including email, online ticketing system, and in-app support features. Our target response times for different support requests are as follows: 

Critical Issues: Response within 1 hour during regular business hours (Monday-Friday, 9am-5pm). Critical issues are those that significantly impact the core functionality of the SAAS platform and prevent subscribers from using essential features. 

High-Priority Issues: Response within 4 hours during regular business hours. High-priority issues are non-critical problems that still affect the functionality of the SAAS platform. 

General Inquiries and Standard Issues: Response within 24 hours during regular business hours. These inquiries are non-critical questions, requests for assistance, or general feedback. 

These timeframe are not guaranteed. 

Planned Maintenance:

We may occasionally schedule planned maintenance activities to enhance and improve our SAAS platform. We will make reasonable efforts to conduct these activities during off-peak hours and will provide advance notice to subscribers about any expected downtime. 

Data Security and Privacy:

Parvisor.com follows industry-standard practices to ensure the security and privacy of subscriber data. We have implemented technical and organizational measures to safeguard data against unauthorized access, disclosure, or loss. Our Data Security and Privacy Policy provide detailed information on how we handle subscriber data. 

Data Backup and Recovery:

We regularly perform data backups to protect against data loss. These backups are stored securely and are available for data recovery in the event of an unforeseen incident. However, subscribers are responsible for maintaining their own data backups as well. 

Service Credits:

In the event that we fail to meet the agreed-upon service levels as defined in this SLA, subscribers may be eligible for service credits. Service credits will be issued based on the extent of the service interruption or failure and will be determined at our discretion. 

Subscriber Responsibilities:

Subscribers are responsible for using the SAAS platform in accordance with our Terms of Service and acceptable use policies. Additionally, subscribers must keep their account credentials secure and not share them with unauthorized individuals. 

SLA Exceptions:

This SLA does not apply to service interruptions caused by factors beyond our reasonable control, including but not limited to acts of nature, cyber-attacks, or issues arising from third-party services or software. 

Contact Information:

For any inquiries related to this SLA or for reporting service-related issues, subscribers can contact our support team at: 

PARVISOR.COM 

Box 1907, 1095 MILITARY TRL Jupiter, FL 33458-9998 United States 

contactus@parvisor.com 

 By using our SAAS platform, subscribers agree to comply with the terms of this Service Level Agreement. 

Date of Last Update: March 01, 2024