Service Level Agreement (SLA) for Wolkee Technology GmbH Proxy Service
This Service Level Agreement (SLA) is an integral part of the contract between Wolkee Technology GmbH ("we," "us," or "our") and the customer ("you" or "your") and outlines the performance standards, service levels, and support services provided for our Proxy Service.
Service Availability
- We commit to providing a service availability of 99.9% for our Proxy Service, measured on a monthly basis. This ensures that our Proxy Service will be accessible to you for at least 99.9% of the time during each calendar month.
- Service availability is calculated as follows: (Total Minutes in the Month - Downtime Minutes) / Total Minutes in the Month x 100.
Scheduled Maintenance
- We may occasionally need to perform scheduled maintenance on our Proxy Service, during which the service may be temporarily unavailable. We will provide at least 48 hours' notice before any scheduled maintenance and will schedule such maintenance during off-peak hours to minimize impact on your usage.
Service Credits
- In the event that our Proxy Service fails to meet the 99.9% service availability commitment, you may be eligible for service credits. For each full hour of downtime beyond the 99.9% commitment, we will provide a service credit of 5% of your monthly service fee, up to a maximum of 50% of your monthly service fee.
- To claim service credits, you must notify us in writing within 30 days of the end of the month in which the downtime occurred, providing details of the dates and duration of downtime. Service credits will be applied to your account and can be used toward future service fees.
Technical Support
- We provide 24/7 technical support for our Proxy Service. Our dedicated support team is available to assist you with any issues or questions you may have regarding our service. You can contact our support team through email at [email protected], live chat, or by phone at +49 175 5746275, as specified on our website.
- We strive to respond to all support requests within 1 hour during business hours and within 4 hours during non-business hours.
Incident Response and Resolution
- In the event of a service incident, our support team will promptly investigate and work to resolve the issue. We will provide updates on the progress of incident resolution through our communication channels.
- Our target resolution times for service incidents are as follows:
- Critical incidents (complete service outage): 4 hours
- Major incidents (significant service degradation): 8 hours
- Minor incidents (minor service degradation or non-critical issues): 24 hours
Data Privacy and Security
- We are committed to maintaining the privacy and security of your data while using our Proxy Service. We implement industry-standard security measures to protect your data from unauthorized access, disclosure, or loss.
Changes to the SLA
- We reserve the right to update or modify this SLA at any time. We will notify you of any changes by posting the revised SLA on our website or by sending you an email notification. Your continued use of our Proxy Service after the changes take effect constitutes acceptance of the revised SLA.
By using Wolkee Technology GmbH's Proxy Service, you agree to the terms and conditions set forth in this Service Level Agreement. Our commitment to maintaining high service availability, providing prompt technical support, and ensuring data privacy and security ensures a reliable and satisfying experience for our customers. If you have any questions or need assistance, please don't hesitate to contact us at [email protected] or by phone at +49 175 5746275.
Our dedicated team is always here to help and support you in using our Proxy Service, ensuring a seamless and enjoyable experience. We look forward to serving you and providing the highest level of service and support possible.
.