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Service Level Agreement

Updated 2 months ago

This Service Level Agreement (SLA) outlines the support response times and escalation procedures for PressOne Africa Limited (“PressOne”) customers. 

Definitions

  1. Critical Issue: Any issue that directly prevents the customer’s ability to make or receive calls, significantly impacting essential business operations.
  2. Non-Critical Issue: Any issue that hinders the customer’s use of PressOne features but does not prevent core calling functionality.
  3. Response Time: The time from when PressOne receives a support request to when an initial acknowledgment and assessment are provided to the customer.
  4. Resolution Time: The time from the initial support request to when the issue is fully resolved.
  5. Business Hours: This SLA assumes support coverage during standard business hours (9am to 5pm West Africa Time). For out-of-hours support options, please contact us on hello@pressone.africa or speak with your account manager.
  6. Services: A Call Centre solution – Customers will have access to a platform that allows them to make inbound and outbound calls, with standard features like call reporting, voice mail, call forwarding, interactive voice response (IVR) etc. Other related services include – Integration with CRMs or other customer engagement solutions, Business Process Automation, Call reporting, Voicemail, Call Forwarding, Call analysis, IVR setup etc.

Support Response Times & Escalation

  • Critical Issues:
      • Initial Response Time: 30 minutes
      • Escalation to Senior Engineer: If unresolved within 1 hour
      • Escalation to CEO: If unresolved within 2 hours
  • Non-Critical Issues
      • Initial Response Time: 6 hours
      • Escalation to Senior Engineer: If unresolved within 24 hours
      • Escalation to Product Manager: If unresolved within 48 hours

Reporting Issues

  • Critical Issues: Must be reported via email to help@pressone.africa to ensure priority routing.
  • Non-Critical Issues: Can be reported via:
    • Phone call : +234 201 330 6119
    • In-App Chat
    • Email: help@pressone.africa
    • WhatsApp: +234 708 207 5893

Performance Metrics

  • Service Availability: PressOne will strive for 99.99% uptime of the core call center solution, excluding scheduled maintenance with 72 hours prior notice.
  • System Uptime: 99% during business hours, with downtime limited to 1% per month.
  • Data Security: PressOne will implement robust data security measures, complying with relevant regulations like the Nigerian Data Protection Regulation (NDPR). We are ISO-27001 certified, and are subjected to an annual audit.

Monitoring, Updates, & Reporting

  • PressOne’s internal ticketing system will track support requests, response times, escalations, and issue resolution.
  • Customers will receive regular updates on the status of their reported issues.
  • PressOne will provide customers with access to a portal where they can view open tickets and historical service data.

Customer Obligations

  • Use the Services following all applicable laws and regulations.
  • Maintain accurate and up-to-date contact information with PressOne.
  • Notify PressOne immediately of any unauthorised use of the Services

PressOne Obligations

  • Service Provision: PressOne shall deliver Services in accordance with the terms of this agreement, ensuring the functionality and performance of the call centre solution and related services.
  • Compliance: PressOne shall comply with all applicable laws, regulations, and industry standards governing the provision of call centre services, including but not limited to telecommunications regulations and data protection laws.
  • Data Protection: PressOne shall implement and maintain robust data protection measures to safeguard customer data. This includes implementing encryption protocols, access controls, and data breach response procedures.
  • Security: PressOne shall maintain the security of its systems, networks, and infrastructure used to deliver the Services, protecting against unauthorised access, cyber threats, and security breaches. Regular security audits and vulnerability assessments shall be conducted to identify and mitigate risks.
  • Reporting: PressOne shall furnish the Customer with regular reports as required including call handling statistics, and any incidents or outages affecting service delivery.
  • Continuous Improvement: PressOne shall continuously monitor and evaluate the performance of the Services, seeking opportunities for improvement in efficiency, reliability, and customer satisfaction.

Scheduled Maintenance

PressOne will make reasonable efforts to perform scheduled maintenance outside of regular business hours. Customers will be notified at least 72 hours in advance of any planned maintenance that may impact service availability.

Limitation of Liability

In no event shall PressOne’s liability arising out of or relating to this agreement, whether based on contract, tort, strict liability or any other theory of liability, exceed the fees paid by customer over 6 months preceding event.

Exclusions

This SLA does not cover issues caused by third-party integrations, customer-side errors, unforeseen events, or circumstances beyond PressOne’s reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, cable cuts, accidents, strikes, or shortages of transportation, facilities, fuel, energy, labour or materials.

Modifications

PressOne reserves the right to modify this SLA at any time. Customers will be notified by email of any significant changes. Continued use of PressOne’s services following any modifications constitutes acceptance of the revised SLA.

Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria.

Acceptance

By using PressOne’s software or services, the customer agrees to the terms and conditions outlined in this SLA. Continued use of the services reaffirms this agreement.

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