Service Level Agreement

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) for ProdPad as a Service Provider to all its users. This agreement is contingent upon each party knowing and fulfilling their responsibilities and generating an environment conducive to the achievement and maintenance of targeted service levels.

Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

1.1  Service Scope and Support Hours

The following Services are covered by this Agreement:

• Email – via help@prodpad.com
• Help desk – via help.prodpad.com
• In-app messenger service

ProdPad is to provide support Monday through Friday 08:30am-22:00pm GMT/BST, excluding the holidays outlined in the Appendix for the applicable regions.

For clients on the Start up package, limited support hours will be provided between the hours of 08:30am – 17:00pm GMT/BST, unless a critical issue is of concern.

1.2  Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include submitting a request through the available channels and providing a detailed description of the assistance requested. To better aid ProdPad in diagnosing and addressing a customer’s concern, a clearly written description of the problem(s)  should include which specific functionality is being discussed / impacted, the steps that occurred before and/or after issue occurred, and an estimated time frame in which the issue was observed. Screenshots and other descriptive support information is welcomed.

Once the Client has provided ProdPad with the requisite notification of the problem, ProdPad shall promptly log the problem and provide the client with a Ticket ID. This Ticket ID will allow the client to refer back to the issue if needed through the online portal at help.prodpad.com.

1.3 Response and Resolution Times

Service targets are based on ticket priority, such as low, normal, high, and urgent, as well as the impact the issue has on the overall performance of the platform.

The escalation structure is as follows:

• First Line Support: Initial triaging and response to questions and customer feedback.
• Second Line Support: Escalation to team with administration panel access.
• Third Line Support: Escalation to development team.