SLA (Service Level Agreement) - Service Level Agreement

For all technical support contracts, the SLA Basic base rate is included (unless otherwise specified in the contract). The customer has the right to demand the execution of the proper quality of services and the speed of response in accordance with the SLA agreement.

If you want to speed up the process of resolving issues with technical support, have more favorable rates for man-hours or make a convenient communication channel, then choose an advanced SLA tariff plan.

	Basic	Silver	Gold	Platinum
Request response, hours*	24	8	4	1
Deadline for transferring tasks to development, hours* ***subject to prepaid man hours	40	20	8	4
Phone support	-	-	+	+
Skype support	-	+	+	+
Email support	+	+	+	+
A project in Trello	-	-	-	+
Monthly cost, $**	0	100	290	490
Person-hour cost, $**	32	26	24	19

* working hours 10:00 - 16:00 (MSK) on weekdays Mon-Fri.
** the cost of person-hours is indicated for resident companies EU and US. Find out the cost of services for the Russian Federation and the Republic of Belarus in the sales department.
*** The task is transferred to the development subject to the availability of prepaid man-hours sufficient to complete the task.