TrueEngage Service Level Agreement (SLA)

This document outlines the Service Level Agreement (SLA) for TrueEngage, defining our commitment to service quality and customer support.

1. SLA Levels

• Standard SLA: Basic support with no guaranteed response times
• Premium SLA: Enhanced support with defined response times during business hours
• Premium SLA 24/7: Enhanced support with defined response times 24 hours a day, 7 days a week

2. Business Hours

EMEA Customers: 8:00 AM - 4:00 PM GMT

North & South America Customers: 9:00 AM - 5:00 PM ET

3. Incident Levels

Level 1 (Critical)

Definition: System-wide outage or severe impact on business operations

Examples:

• Complete failure of the TrueEngage platform
• Data breach or security incident
• Inability to access critical features for all management panel users
• None of the contact channels on previously working widget accessible for website visitors

Level 2 (High)

Definition: Significant degradation of service or functionality affecting multiple users

Examples: