Last Updated: Jun 19, 2024
Introduction
Object Q will deliver the Product in line with the service levels specified in this Service Level Agreement (SLA) and provide support as detailed herein.
This SLA forms an essential part of the Agreement between the Parties. Terms starting with capital letters are defined in the appendix “Definitions” at the end of the Terms.
This SLA takes effect upon the execution of the Agreement and remains valid as long as the Customer maintains an active subscription.
Object Q’s responsibility for availability and support to the Customer is confined to the terms outlined in this SLA.
Support
If an issue arises, the Customer can submit an inquiry to Object Q by following the instructions provided on Object Q’s website. A “Problem” is defined as any issue related to the Product that adversely affects the Customer’s business operations.
Object Q will deliver support for the Product as detailed in section 2 of this SLA through the “Object Q Support” ticket system. Object Q Support encompasses assistance with Problems during installation, upgrades, troubleshooting, and identifying workarounds.
The Customer is entitled to submit up to 10 support tickets per month.
Business Hours and Response Times
Object Q Support is provided in English and is available from Monday to Friday (excluding local national holidays) between 10:00 and 18:00 CET.
Object Q strives to assist the Customer promptly and will use its best efforts to respond to support inquiries within twenty-four (24) business hours from receipt.
Support Includes:
- Assistance with configuring Object Q products
- Guidelines and best practices on Xblend’s products
- Help with troubleshooting problems with Xblend’s products
- Help with issues arising out of Xblend’s product upgrades
Support Does NOT Include:
- Phone support
- Product Training
- Support for configurations not related to an Object Q product
Availability
Object Q aims to ensure the Product operates smoothly and will make every effort to maintain its availability. However, temporary interruptions and downtime may occur.
The Customer should report any instances of unavailability to Object Q. Object Q will address these issues as soon as possible after notification. Object Q is not obligated to resolve unavailability if doing so would result in disproportionate inconvenience and costs relative to the significance of the unavailability for the Customer.
If the Product becomes unavailable, the Customer’s sole remedy will be a reduction in the monthly fee for the Product. This reduction will be proportional to the amount paid by the Customer for the month in which the unavailability occurred, with a maximum reduction of 50% of the monthly fee. To claim this reduction, the Customer must submit a request within three (3) months of the unavailability.