This SLA applies separately to each account using our Products and Services. We reserve the right to change the terms of this SLA in accordance with the Terms of Service.
The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Providers and Customers.
Objectives of This Agreement
- Provide clear reference to service ownership, accountability, roles and/or responsibilities.
- Present a clear, concise and measurable description of the service we provide to the customer.
- Match perceptions of expected service provision with actual service support & delivery.
Agreed Terms
Authorized Users: those employees, agents and independent contractors of the Client who are authorized by the Client to use the Certificate Cloud Services and who have been supplied user identifications and passwords by the Service Provider.
Business Days: Weekdays except Saturday or a Sunday, or Turkey's national holidays.
Confidential Information: Information that the Client nor the Service provider will share with external parties without prior permission.
Client Data: any electronic data, content or information, that has not been made publicly available and is inputted or submitted by Authorized Users of Client or by the Service Provider on the Clients.
Objectives of the Service
Sertifier Credential Management provides digital credentials for the clients which represent achievements. The Client may create, update, remove and delete credentials and deliver them to its own clients. It provides various view formats such as digital certificates which may be viewed on the Internet by third parties. Recipients may view, share, update and control the privacy of their credentials.
The primary aim of our digital credentialing services are to;
- Provide an effective process for creating, managing and delivering digital credentials online.
- Market the Client and its services.
Service Scopes
The following Services are covered by this Agreement;
- Email support during business hours
- Support using our ticket infrastructure
- Remote virtual assistance for technical issues
Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
- Email support : 9:00 A.M. to 5:00 P.M. Monday - Friday
- Ticket support : 9:00 A.M. to 6:00 P.M Monday - Friday
- Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.
- Online assistance guaranteed within 24 hours during the business week.
Support Priorities
| Issue | Description | Response Time | Priority |
| General Support Questions | General support questions include sending and receiving digital credentials for both clients and recipients, account management questions | First reply within 16 hours | Low |
|
Technical Support Questions |
Includes general integration questions, credential issues | First reply within 16 hours | Low |
| Technical Issues | Issues due to possible system densities, issues about verification page or domain | First reply within 10 hours | Medium |
| Critical Technical Issues | Requires high priority integration issues, urgent issues about credential delivering | First reply within 6 hours | High |
Responsibilities of Service Provider
The Service Provider will provide and maintain the Sertifier Education Technology Systems used by the Client and will:
- Ensure relevant software and services are available to the Client in line with the uptime levels listed above.
- Respond to support requests within the timescales listed above.
- Take steps to escalate and resolve issues in an appropriate, timely manner.
- Maintain good communication with the Client at all times.
The Service Provider’s Customer Success team is responsible for responding to requests and is available via email at support@sertifier.com.
Responsibilities of Client
The Client will:
- Use the Service Provider’s software and services as intended.
- Communicate with the Service Provider of the issue or problem in a timely manner.
Exclusions
The Service Provider will always do everything possible to rectify every issue in a timely manner.
However, there are a few exclusions. This SLA does not apply to:
- Any software, services or other parts of the IT system not listed above.
- Software, equipment or services not purchased via or managed by the Service Provider.
Additionally, this SLA does not apply when: - The problem has been caused by using equipment, software or services in a way that is not recommended.
- The Client has made unauthorized changes to the configuration or set up of affected equipment, software or services.
- The Client has prevented the supplier from performing required maintenance or update tasks.
- The issue has been caused by unsupported equipment, software or other services.
This SLA does not apply if the client is in breach of its contract with the supplier for any reason (e.g. late payment of fees).
Even so, the Service Provider aims to be helpful and accommodating at all times, and will do its best to assist the Client wherever possible.