Service Level Agreement

I. Service Channels: The User shall have access to the following Verifik service channels

  1. CRM on Verifik.co
  2. Email [email protected]
  3. Customer service Discord channel

II. Hours of Operation

The User will be able to access the support provided by Verifik, Monday through Friday (business days) from 8:00 AM to 5:00 PM UTC-5

III. Criticality levels

The requests or requirements raised by Users to the support team will be classified according to the impact they have on the User's operation, as follows:

Critical: Total service unavailability.
Urgent: Loss of specific functionality for all use cases.
Medium: Loss of functionality in specific cases.
Normal: Other requests or general inquiries that do not affect Service Availability.

IV. Support Response times

  1. Definitions: Terms used in this section, shall have the following meanings:
i. Attention: The time elapsed between the request or requirement and
the assignment of a service agent.
ii. Review: The time elapsed between the agent's greeting and the first
response regarding the request or requirement.
iii. Escalation: The time elapsed between the agent's escalation and
the case review by the person to whom it was escalated. This time only
applies in events where it is necessary to escalate the user's
request or requirement.
iv. Resolution: The time elapsed between the agent's greeting and
the moment the case is resolved.

The response time varies according to the criticality of the requirement, as follows:

SEVERITY/TIME ATTENTION REVIEW ESCALATION RESOLUTION
Critical 0.5 hr 0.5 hr 15 mins 48 hrs
Urgent 0.5 hr 0.5 hr 15 mins 48 hrs
Medium 1 hr 1 hr 0.5 hr 96 hrs
Normal 1 hrs 1 hrs 0.5 hr 96 hrs

Note: 48 hrs mean that we take up to 48 hours to solve the incident depending on its complexity.

Response times will be counted from the last message sent by the user.

V. Platform Availability:

The Platform will be available at least: