SLA- Service Level Agreement

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Service Framework
License and Hosting.
Backups.
Password issue/renewal.
Reports generation (export to excel)
Phone/Skype training during the service hours (correspondingly with destination state)
Technical support and professional guidance.
Debugging, updates and upgrades.
Importing/Computerizing new DWG files (within the existing area).

Service Agreement
Standard service request including: technical support, training, issuing passwords, creating new user etc. will be handled within 24 hours from service call.
Professional supplementary service request-including drawings simulation, data updates etc. Will be handled within 48 hours from service call.
Critical service call- systems failure will be answered within 12 hours from the moment reported.
A service call could be made by phone, skype, email or chat.
Each customer will have a personal account manager.

General terms 
Service is available during standard business hours Sunday- Thursday 9am-5pm (GMT/UTC+2).
In case of urgent matters, customer will be able to contact support 24 hours/day (Fatal error)
Professional DWG drafter will perform technical support and training.
Servers’ maintenance will be done with prior notice.
Service and support will be available in English only.

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