Mice Solutions by Vicky Roberts
Vicky Roberts Hotel Support Ltd
71-75 Shelton Street,
Service Level Agreement (SLA)
1. Service Overview
1.1 Service Description
Our company will provide computer software services to the customer in the hospitality industry, including but not limited to system configuration, guidance, troubleshooting.
1.2 Service Availability
The services will be available during office hours.
1.3 Service Level Objectives
Our company will make commercially reasonable efforts to meet the following service level objectives:
- Initial Response Time: 2 - 4 hours
2. Customer Support
2.1 Helpdesk Support
Our company will provide helpdesk support during 08:00hrs - 18:00hrs to assist customers with software-related inquiries and issues. The contact information for the helpdesk support will be provided to the customer.
2.2 Escalation Process
In the event that an issue cannot be resolved through regular helpdesk support, Our company will provide an escalation process to ensure timely resolution. The escalation process may involve higher-level technical support or management involvement.
3. Data Security and Confidentiality
3.1 Data Security Measures
Our company will implement industry-standard security measures to protect customer data from unauthorized access, loss, or disclosure. This may include encryption, access controls, and regular data backups.
Our company will maintain the confidentiality of customer data and any confidential information disclosed during the provision of services. Your employees and subcontractors will be bound by appropriate confidentiality obligations.
4. Termination and Remedies
Either party may terminate this agreement upon one month's written notice if the other party materially breaches any of its obligations under this agreement and fails to remedy the breach within the specified cure period.
In the event of a breach of this agreement, the non-breaching party may seek remedies available under applicable laws or this agreement, including but not limited to damages or injunctive relief.