Service Level Agreement

This Service Level Agreement ("SLA") governs the response and resolution times for Simplify customer support for its customers ("Customer"). This SLA is an agreement between Simplify and the Customer for the provision of support services.

Support Hours

Simplify provides support to its customers on weekdays from Monday to Friday, between the hours of 9:00 AM and 5:00 PM (CET).

Response Time

Simplify aims to respond to all customer support requests within 16 hours of receipt during support hours. A response is defined as either a resolution to the issue or an acknowledgment of receipt of the support request.

Contact

Simplify provides customer support through email and the customer support portal. The customer support portal is available to customers 24/7 and allows customers to track the status of their support requests.

Support Scope

Simplify will provide support for issues related to the Simplify application(s) subscribed to by the customer. Simplify does not provide support for issues related to third-party applications or services.

Severity Levels

The following severity levels are defined for customer support requests:

  • Critical: The issue renders the application unusable, and there is no workaround available.

  • High: The issue significantly impacts the application's performance, and there is no reasonable workaround available.

  • Medium: The issue affects the application's performance, but a workaround is available.

  • Low: The issue is minor and has a minimal impact on the application's performance.

Simplify will prioritize support requests based on their severity level.

Exclusions

The following issues are excluded from support:

  • Issues related to third-party applications or services.
  • Issues caused by modifications to the application(s) by the customer.
  • Issues caused by the customer's hardware or network infrastructure.

Service

We strive to meet the SLAs defined in this agreement and provide timely support to our customers. However, in the event that we fail to meet the response time, the customer will not be eligible for service credits. We apologize for any inconvenience caused and assure you that we will make every effort to resolve the issue as soon as possible.

By submitting a support request to Simplify, the Customer agrees to the terms of this SLA. Simplify reserves the right to modify this SLA at any time, and any changes will be communicated through Simplify’s Atlassian Marketplace listing.