This Service Level Agreement (the “SLA”) is a part of the Agreement between Duuoo and Customer. Capitalized terms used but not defined in this SLA will have the meaning assigned to them in the GTC or the Order. In case of any discrepancy between the Order and this SLA, the Order shall prevail.
Friendly, efficient, and educated support is a part of Duuoo’s culture. We do what we can to give our customers an answer within minutes after their request.
The basic Duuoo Support Level is “Standard”. Duuoo offers for purchase the additional Support Level Options “Priority” and/or “Extended” for an additional fee set forth in the Order.
“After Hours Support Request” means a Support Request requiring Duuoo to provide support outside Business Hours.
“Business Days” means any day other than weekend and public holiday in Customer’s country of residence.
“Business Hours” means 9 a.m. – 4:00 p.m. CET on Business Days.
“Downtime” is the total accumulated minutes during which the Services are unavailable or inaccessible. Downtime does not include unavailability of the Services due to factors outside Duuoo’s reasonable control, including, without limitation, force majeure events and network, Internet, or other access or availability problems beyond the demarcation point of Duuoo.
“Extended Support” means email support is provided 9am – 10pm CET Monday to Friday and 9am – 4pm CET on weekends.
“Maximum Available Minutes” is the total accumulated minutes from 0:00 a.m. – 12:00 p.m., CET, Monday – Sunday.
“Priority Support” means Customer has a direct phone number to Duuoo’s support team, and you will as customer get a response with first priority.
“Response Time Commitment” means four (4) hours or less during Business Hours for the first reply time (the time between the Customer submits a request to Duuoo support and the first reply by Duuoo support to the Customer).
“Response Time Service Credit” means 2% of the applicable Annual Fee credited to Customer following Duuoo’s claim approval.
“Standard Support” means support via email within Business Hours and self-service support using Duuoo’s online Help Center that is accessible to everyone..
“Support Request” means a request for support by Customer filed with Duuoo under the terms of this SLA to fix a defect in the Services or that involves support regarding the functionality of the Services.
“Uptime Commitment” means the provision of the Services with an Uptime Percentage of at least 99.5%.
“Uptime Percentage” is calculated using the following formula:
(Maximum Available Minutes – Downtime) X (100 / Maximum Available Minutes)
“Uptime Service Credit” is the percentage of the Applicable Annual Fee credited to Customer following Duuoo’s claim approval as set forth below: