Axiacore

The time to diagnose and propose a solution is up to 1 hour This level includes:

• Failure to access staging servers
• Partial denial of service

The time to diagnose and propose a solution is up to 2 hours This level includes:

• Change text or images
• Intermittent denial of service
• The client must first check this is not a local network connectivity issue before reporting an issue
• The client must first check our browser support before reporting an issue
• The client must report their problems at the support platform
• The time to diagnose does not mean time to resolve the issue
• The time applies only during consecutive business hours
• Do our best to provide you with the most excellent customer satisfaction
• Provide our service effectively to give you the shortest possible time to resolution
• Respond to requests on Monday to Friday from 9:00 AM to 5:00 PM (US Central Time)
• Clients with a 24x7 agreement must report Level 1 problems by calling the emergency phone line provided
• Incorrectly calling a problem as an emergency will generate a separate invoice for attending the call

If we breach our service agreement, we will give you the following compensation (at no extra cost): These compensations apply when the diagnosis time exceeds the estimated time according to the level When the client is aware of the additional time it may take, this compensation will not be applicable

The maximum compensation limit will be $1 000 in a given month

The next invoice will include the total compensation amount as a discount

Keep in mind that extreme situations may cause delays; therefore, where force majeure is applicable, this compensation scheme does not apply

The terms of this service level agreement are valid only if the customer informs Axiacore about any problem presented, including all the information about the causes and the steps to replicate the error by another person so that Axiacore has sufficient data to make an accurate diagnosis of the problem

If Axiacore cannot reproduce the reported issue, it will be closed as not-valid Therefore, the client must send all the necessary information such as keys, images, browser used, operating system, and other information to validate such a problem

Axiacore may carry out emergency maintenance or updates without the client's approval, as long as the service is not significantly interrupted by such work

• To inform in a diligent, precise, and comprehensive way about the problems so that we can act in an agile and efficient manner in the solution
• Verify the correct operation of your local computer and Internet connectivity before reporting any support case
• Maintain a contingency plan if the solution of a problem takes longer than expected, which significantly affects your business operation
• Give response promptly to our support staff inquiries

The following work will be charged separately at the current hourly rate and are not part of any service levels: