Sales SLA for Post-Onboarding Support
Effective Date: [Month, Day, Year]
A. Service Levels
Response Time: The support team commits to acknowledging all customer inquiries within a maximum of two (2) hours from the time of receipt during regular business hours [9:00 AM to 6:00 PM, Monday to Friday], excluding holidays).
Resolution Time: The support team aims to resolve customer issues within [three] (3) business days from the time of acknowledgment. Complex or escalated issues may require more time, and such cases will be communicated to the customer.
Availability: Post-onboarding support is available during regular business hours and can be accessed via email at [Your Company Email] or through the customer portal. Business hours may be adjusted to meet specific customer needs upon prior agreement.
B. Communication Channels
Primary Channel: The primary channel for customer support is email. Customers are encouraged to send their inquiries and issues to [Your Company Email].
Secondary Channels: In case of urgency, customers may also contact our support team by phone at [Your Company Number] or through our live chat feature on the customer portal.
C. Scope Of Support
In-Scope Issues: Post-onboarding support covers technical issues, usage questions, account-related inquiries, and general assistance with our products and services.
Out-Of-Scope Issues: This SLA does not cover issues related to custom development or configurations beyond the standard product offerings, which require separate agreements.
D. Support Hours
Support is available during regular business hours [9:00 AM to 6:00 PM, Monday to Friday, excluding holidays] unless otherwise agreed upon with the customer.
E. Escalation Procedures
Issues requiring escalation will be handled according to the following procedures:
Tier 1: Initial support team.
Tier 2: Senior support staff.
Tier 3: Technical specialists or managers.
F. Reporting And Metrics
Key performance indicators (KPIs) used to measure support effectiveness include:
Customer satisfaction scores (CSAT).
Adherence to response time commitments.
Adherence to resolution time commitments.
G. Customer Responsibilities
Customers are responsible for providing accurate and complete information about their issues and access to relevant systems for troubleshooting.
H. Service Exclusions
This SLA does not cover issues caused by third-party applications or services, misuse or negligence by the customer, or issues resulting from events beyond our control, such as natural disasters.
I. Terms And Termination
This SLA remains in effect until either party provides a thirty (30) days' written notice of termination. Termination or modification of the SLA does not affect ongoing support commitments.
J. Legal And Compliance
This SLA complies with all applicable legal and regulatory requirements. It includes necessary disclaimers and limitations of liability.
K. Penalties And Remedies
In the event that we fail to meet the specified service levels, the customer may be entitled to service credits, to be determined based on the severity and duration of the breach.
By signing below, both parties agree to the terms and conditions of this Sales SLA for Post-Onboarding Support.
[Your Company Name]
[Month, Day, Year]
[Your Partner Company Name / Second Party]
[Month, Day, Year]
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