Service Level Agreement (SLA)
At Rizult...
..our commitment to reliability and efficiency is outlined in this Service Level Agreement. This document defines our performance expectations, support response times, and the measures in place to address any service interruptions.
RIZULT
Maintaining a High Standard of Service
1. Overview
This SLA outlines the service standards provided by Rizult, including performance expectations and support commitments.
2. Service Commitment
- We aim for 99.9% uptime per calendar month.
- In case of service downtime, we will make reasonable efforts to restore services promptly.
- Scheduled maintenance will be communicated at least 48 hours in advance.
3. Support Services
- Support is available via email and chat from 9 AM to 5 PM (UK time), Monday to Friday.
- Critical issues (service outages, payment failures) will be addressed within 4 hours.
- General inquiries will receive a response within 24 hours.
4. User Responsibilities
- Users must provide accurate information when using our services.
- Users are responsible for maintaining the security of their accounts, including passwords and access credentials.
- Any misuse or violation of our policies may result in suspension or termination of services.
5. Exclusions This SLA does not cover service failures due to:
- User misuse, negligence, or failure to comply with Rizult's policies.
- Third-party software, services, or integrations beyond our control.
- Force majeure events (e.g., natural disasters, cyberattacks, governmental restrictions).
6. Compensation
- If Rizult fails to meet the uptime commitment, users may be eligible for service credits.
- Compensation claims must be submitted within 30 days of the incident.
- Compensation is limited to service credits and does not include financial damages.
7. Amendments
We may update this SLA periodically. Users will be notified of significant changes.
For any queries, contact us at [contact email].
