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 TC 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”and is included for all customers to assure a great user experience. Duuoo offers for purchase the additional Support Level Option of “Premium” 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. – 5:00 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.
“Maximum Available Minutes” is the total accumulated minutes from 0:00 a.m. – 12:00 p.m., CET, Monday – Sunday.
“Premium 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 ofthe 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:
Duuoo will guarantee the Response Time Commitment for any support request lodged by Customer under this Agreement.
In the event that Duuoo fails to comply with the Response Time Commitment more than three (3) times within an annual period, Customer has the right to claim a Response TimeService Credit. In order for Duuoo to consider a claim, Customer must submit the claim by emailing Duuoo at email@example.com and citing the applicable invoice number the Response Time Service Credit is claimed against. TheResponse Time Service Credit shall be deemed waived unless Duuoo receives the foregoing email request claiming a Response Time Service Credit within thirty(30) days of the end of the applicable annual period. Duuoo will apply suchResponse Time Service Credit to any future payment of fees occurring after the annual period in which the Response Time Service Credit was earned. Service Credits are Customer’s sole and exclusive remedy for any response time issues relating to response times.
The Customer may purchase Premium Support, which will be provided only if explicitly requested by the Customer and for an additional fee set forth in the Order.
Support Requests are organized via a Software as a Service (SaaS)-based Help Desk. Duuoo’s Help Desk tracks all problem reports, inquiries, or other types of calls received by the Duuoo support team. Furthermore, it also contains logs of all activities related to each Support Request.
Customer can submit a Support Request by sending an email directly to firstname.lastname@example.org or by using the chat icon in the Duuoo software. Customer will have a direct phone number to Duuoo Support in case Premium Support has been purchased.
Support Requests are accepted by the Duuoo support team within Business Hours. All Support Request received outside Business Hours will be handled on the following Business Day.
On the first in-person response, the Duuoo support representative classifies the Support Request, requests additional information if needed, and informs Customer that the Support Request is being reviewed by Duuoo’s support staff.
Customer must document the nature of the problem and provide all information required by Duuoo to open and process theSupport Request.
After the first response, the Duuoo support team will keep Customer informed on the status of the Support Request (e.g. steps taken, the estimated resolution time if possible to provide, and any necessary request for cooperation from Customer).
The resolution time begins when the Support Request (i) is logged within Duuoo’s support Help Desk, (ii) with all the required information; and (iii) an appropriate procedure has been started.
Once a Support Request has been completed, the completion will be stored and reported in Duuoo’s Help Desk, together with Duuoo’s response and resolution time.
Duuoo evaluates Support Request to ease the use of the Services on a regularly basis.
In the event Duuoo does not meet an Uptime Commitment during any annual period, Customer has the right to claim an Uptime Service Credit. In order for Duuoo to consider a claim, Customer must submit the claim by emailing Duuoo at email@example.com and citing the applicable annual period that the Uptime Service Credit is claimed against. The ServiceCredit shall be deemed waived unless Duuoo receives the foregoing email request claiming an Uptime Service Credit within thirty (30) days of the end of the applicable annual period.
Duuoo will evaluate all information reasonably available to it and make a good faith determination of whether any Uptime Service Credit is owed. If Duuoo determines that an Uptime Service Credit is owed to the Customer, Duuoo will apply such Uptime Service Credit to any future payment of Fees occurring after the annual period in which the Uptime Service Credit was earned.
Uptime Service Credits are Customer’s sole and exclusive remedy for any availability issues with the Services and will not entitle Customer to any refund or other payment from Duuoo. The Customer may not unilaterally offset its Annual Fees for any availability issues.
New services and functionalities, as well as modifications and upgrades to the Services its functionalities can be found in Duuoo’s Help Center.
New or changed processes, practices, or policies that affect Customer, will be presented to Customer in the Help Center and/or via Duuoo newsletters sent via email.
Furthermore, Customers who have purchased Premium Support will be contacted directly before any of the above are effectuated.
To reduce downtime, and when possible, Duuoo will carry out upgrades carrying known downtime outside Business Hours. Upgrades may include operating system upgrades, service upgrades, software upgrades, server upgrades, and any other upgrade as necessary. Scheduled downtime will not be counted towards the total percentage of uptime guaranteed.