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1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Forex VPS Host and the customer for the provisioning of IT services required to support and sustain the product or service.
2. Goals & Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the customer by Forex VPS Host.
3. Service Agreement
The following detailed service parameters are the responsibility of Forex VPS Host under this Agreement.
3.1 Service Scope
The following services are covered by this Agreement;
– Manned telephone support
– Monitored email support
– WhatsApp Support
– Live Chat Support
– Ticket Support
3.2 Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
– Reasonable availability of customer representative(s) when resolving a service-related incident or request
4. Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
4.1 Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
– Telephone support: 9:00 A.M. to 6:00 P.M. Monday – Friday
– Email support: Monitored 9:00 A.M. to 6:00 P.M. Monday – Friday with responses guaranteed within 24 hours.
5. Agreement Review
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.