SLA (Service Level Agreement)

Service Framework

License and Hosting

Backups

Updates and upgrades

Technical support

Training

Computerizing new DWG files (within the existing area)

CAD simulations assistance by professional draftsmen

Backoffice assistance

Service Agreement

Standard service requests including technical support, training, issuing passwords, creating new users, etc. will be handled within 24 hours of the service request.

Professional supplementary service request-including drawings simulation, data updates, etc. Will be handled within 48 hours of the service request.

A critical service call will be answered within 6 hours from the moment reported.

As long as the customer is current on the payment of fees, POC shall provide both service and support.

General Terms 

Service is available during standard business hours.

In case of urgent matters, the customer will be able to contact support 24 hours a day.

Professional DWG drafter will perform technical support and training.

Termination and the right  to be forgotten

The customer may terminate this agreement upon 30 days’ notice for any reason.

Within 30 days after the termination notice, POC shall certify to the customer that all copies, documents, and information have been erased.

Contact information

For any questions about our terms of service, please contact us at support@poc-system.com