Our Service Level Agreement (SLA) applies automatically to every Chat Blazer purchase. Our customers will be assured that they are getting a superior chat software coupled with a high standard of after-sales service as our company is obliged to provide under the terms of this agreement.

 

Pendulab recognizes that the success of a software implementation consists of two major factors, namely 

• » Deployment of a superior software technology which has the ability to meet most, if not every, requirements of a business case

• » After sales service (support) provided by software vendors

 

Why is an SLA needed?

It is very common for customers to purchase software from companies that lack quality support. When time is lost, precious business could be lost as well. We offer a Service Level Agreement for every purchase to assure the quality of service that should be expected by a customer. Please review our agreement below.

 

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ChatBlazer SLA Terms and Conditions 

 

Definitions

• » SLA or Agreement - Refers to this Service Level Agreement and all of the terms stated herein.

• » Software - Refers to the ChatBlazer software consisting of the program executable, documentation, configurations files and other related files or data required to operate with ChatBlazer.

• » Customer - Refers to Your Company Name

 

Preamble

This SLA states the services and standards of service provided by Pendulab to Customer. Pendulab is committed to providing a high level of service to ensure that the Software is successfully implemented on the Customer's server(s).

This SLA is intended to guarantee that the Customer will receive a fast response to the Customer's needs, questions and requests for support. It aims to ensure a mutual understanding on the level of expectations for the quality and time frame for response provided by Pendulab.

 

The objectives of this SLA are:

• » Provision of an effective technical support and after-sales service via the SLA

• » Meeting the expectations of the Customer under the terms of this SLA.

• » Provision of the compensation terms should Pendulab fails to meet the guarantees.

The metrics of this SLA, which will be used as a quantified measurement of the level of service expected by customer and provided by Pendulab, will be stated as follow:

 

Email Response Time Frame (Clause I)
Pendulab guarantees that it will respond to a Customer's email within 12 hours from the time the email is received. This service will be available from Monday to Sunday, seven days a week. If the nature of the Customer's email is a "request for support", a response from Pendulab may or may not lead to a successful resolution of the support case initiated by Customer. However, Pendulab will strive to solve all support cases in a timely manner. A qualified support case should report a program "bug" only and does not apply to a request for additional features for the Software. Customer must send all emails to support@pendulab.com in order for Pendulab to log a customer's email. If the customer sends an email to another email address, other than support@pendulab.com, Pendulab will not guarantee that the Customer's email will be responded to within 12 hours from the time the email is received.

 

24/5 Phone Response Time Frame (Clause I.I)
Pendulab offers a 24 by 5, Monday to Friday, phone support service to our server license customers. Pendulab's Service Engineer will ensure that all calls are taken as promptly as possible. The list of 24/5 Phone Support service numbers will be stated in the Customer Portal. If our Service Engineer is busy, a callback request will be made to the Customer. Pendulab guarantees that it will reply to the Customer's callback request within 12 hours.

 

Text Transcriptions (Clause I.2)
Pendulab agrees to retain a copy of text transcripts for 90 days from the time of recording. The storage provided by Pendulab is to be used solely as a secondary method and transcripts will be removed as they reach the 90 day storage limit. Pendulab can not be held liable for lost or unrecorded transcripts due to service interruptions or script failure. Pendulab reserves the sole and exclusive right to amend the storage period by giving the customers a 30 day notice.

 

Scope of Guarantee (Clause II)
Pendulab guarantees Clause I above on every work day, public holidays and weekends. In essence, the scope of this guarantee covers 24 hours a day, 7 days a week, 365 days a year. This guarantee does not apply if the email sent by the Customer is "lost" while in transit to Pendulab's mail box account. This can happen due to a network failure that occurred during a transit.

 

Compensation
Pendulab will, at Pendulab's sole discretion, provide the following terms of compensation for the failure to meet the guarantee stated in Clause I and Clause II above:

• If the Customer has purchased the ChatBlazer Server License, Pendulab will award $50 for each day that the Customer's email is not responded to after the first 24 hours from the time the Customer's email is received. This compensation award will be capped at a maximum of $200 for each Customer, regardless of the number of times Pendulab has failed to meet the guarantees.

• If the Customer has purchased any of the ChatBlazer Hosting service plan, Pendulab will refund 50% of the monthly service fee, or $100, whichever is lesser, for each day that the Customer's email is not responded to after the first 24 hours from the time the Customer's email is received. This compensation award will be capped at a maximum of $100 per service year, regardless of the number of times Pendulab has failed to meet the guarantees.

This SLA will be effective for a period of one year from the date of Customer's purchase, if the Customer acquires the ChatBlazer Server License.

 

This SLA will be effective for an indefinite period, if the Customer acquires the ChatBlazer Hosting plan AND if the Customer has paid for the monthly service fee.