Service Level Agreement
Service Level Agreement for DigiCo Print
This Service Level Agreement (SLA) outlines the commitments made by DigiCo Print regarding the availability and support of its digital printing services.
Uptime Commitment
DigiCo Print commits to an uptime of 99.9% on a monthly basis, excluding scheduled maintenance and agreed-upon downtime.
Scheduled Maintenance
Scheduled maintenance will occur on the first Sunday of every month from 2:00 AM to 4:00 AM UTC. Customers will be notified at least 48 hours in advance of scheduled maintenance.
Incident Response Times
DigiCo Print will respond to incidents based on the severity level as follows:
- Critical: Response within 1 hour, resolution within 4 hours.
- High: Response within 2 hours, resolution within 8 hours.
- Medium: Response within 4 hours, resolution within 24 hours.
- Low: Response within 1 business day, resolution within 3 business days.
Support Tiers
DigiCo Print offers the following support tiers:
- Tier 1: Basic email support during business hours.
- Tier 2: Email and phone support during business hours with prioritized response times.
- Tier 3: 24/7 support with dedicated account manager and faster response times.
Exclusions
This SLA does not cover:
- Downtime caused by third-party services or websites.
- Customer-induced errors or misuse of the service.
- Scheduled maintenance periods.
- Force majeure events such as natural disasters or acts of war.
Credits for Downtime
If the uptime commitment of 99.9% is not met, customers may request service credits as follows:
- 99.0% – 99.8% uptime: 10% credit of monthly service fee.
- 95.0% – 98.9% uptime: 25% credit of monthly service fee.
- Below 95.0% uptime: 50% credit of monthly service fee.