Introduction
This Service Level Agreement (SLA) outlines the terms and conditions for the provision of support and maintenance services for the plugins (apps, add-ons) provided by DSR Corporation.
Definitions
Service Provider: The company providing the plugin and associated services - DSR Corporation.
Client: The organization using the plugin.
Business Hours: The hours during which support is available, 9:00 AM to 5:00 PM GMT+1, Monday to Friday, excluding public holidays.
Support Channels
Email: plugins@dsr-corporation.com
Support Portal: https://dsr-plugins.atlassian.net/jira/software/c/projects/DSRSUPPORT/boards/3
Support Services
Technical Support shall be provided via email during Business Hours for the purpose of addressing technical issues relating to the use of the plugin. Support Services also include assistance in installation and configuration of the plugin, troubleshooting problems and identifying intermediate solutions, answering questions about plugin’s functionality. Service Provider aims to respond within 24 hours, but will not be responsible for delays caused by the reasons beyond Service Provider control.
Service Provider may from time to time in its sole discretion develop and provide maintenance updates, which may include upgrades, bug fixes, patches, other error corrections, and/or new features (collectively, including related documentation, "Updates"). The Client will receive email notice of the Updates with installation instructions. The Client shall promptly download and install all Updates and acknowledge and agree that the App or portions thereof may not properly operate should the Client fails to do so. The Client further agree that all Updates will be deemed part of the plugin.
Client Responsibilities
Provide all necessary information and access to the Service Provider to diagnose and resolve issues.
Use the plugin in accordance with the documentation and guidelines provided by the Service Provider.
Ensure that their environment meets the minimum requirements for the plugin.
Miscellaneous
This SLA does not include support for issues caused by third-party software, hardware malfunctions, or issues arising from modifications made by the Client.
