Effective date August 12, 2024
This Service Level Agreement (the “SLA”) is provided by ElectroNeek customers of the ElectroNeek platform.
Issue priorities definitions:
| Incident Priority | Incident Description Examples |
| Urgent | The application is not accessible. Critical business impact. No workaround available. It may include issues that materially affect data integrity or breach of security. |
| High | The application is operational but experiencing a major functional loss that impedes operations from being completed. A temporary workaround may be available or operations can continue in a restricted fashion. |
| Normal | The application is not accessible. Critical business impact. No workaround is available. It may include issues that materially affect data integrity or breach of security. |
| Low | Minor problem not affecting operations. Inquiry about product usage. Inquiry about application capabilities. |
Customer Support Business hours:
ElectroNeek customer support organization business hours by business region:
- In North America, the business hours are 10:00 am to 7:00 pm (Eastern Time)
- In LatAm, the business hours are 10:00 am to 7:00 pm (Brasilia Standard Time)
- In EMEA and APAC, the business hours are 10:00 am to 7:00 pm (Central Europe Time)
Types of requests:
- Question
- Product Bug
- Development support
Scope of support:
ElectroNeek customer support organization provides support for the following categories of requests:
- Product issues
- Product bugs
- How-to questions (if not addressed by the Learning Space and Help Center)
- Development support requests
Development support is consulting help for customer-developed RPAs, available to customers who have this service as part of their subscription or purchased it additionally.
Eligibility for support:
In order to be eligible to receive support from ElectroNeek customer support organization it is required to meet the following conditions:
- Have a valid product license
- Have valid Academy course certificates. In the opposite case, support can be declined.
Changes to the SLA:
ElectroNeek reserves the right to modify, amend, upgrade, update or otherwise modify this SLA. Any changes will be displayed on the Site, and we will also notify you before any such changes enter into effect. Please refer to the last effective date where changes were last undertaken by us. Your use of our Services after the effective date of any update- either by an account login or simple use - thereby indicates your acceptance thereof.
Support packages:
Standard Support SLA (in North America business hours only)
By default, all licenses include the Standard Support package (as defined below).
| Initial Response Time* | Ongoing Communication Time* | Target Resolution Time** | |
| Urgent | 2 d | 1 d | 4 d |
| High | 3 d | 2 d | n/a |
| Medium | n/a | n/a | n/a |
| Low | n/a | n/a | n/a |
Enhanced Support SLA (available per region’s business hours)
The Enhanced Support package is available for an additional cost.
| Initial Response Time* | Ongoing Communication Time* | Target Resolution Time** | |
| Urgent | 4 h | 6 h | 1 d |
| High | 8 h | 8 h | 2 d |
| Medium | 12 h | 2 d | n/a |
| Low | 24 h | n/a | n/a |
* time indicated in business hours ** provide a solution, workaround or action plan