Service Level Agreement

DOERS
A Memsphere Division
C2 Building, 7th Avenue, 28th Street
Bonifacio Global City, Fort Bonifacio
Taguig, Metro Manila, Philippines 1636

Contact Information
Phone: +639667259365
Email: [email protected]

Definitions
We/Us/Our/Doers means DOERS of C2 Building, 7th Avenue, 28th Street, BGC, Fort Bonifacio, Taguig, Metro Manila, Philippines 1636 and/or any of its subsidiaries and/or affiliates involved in providing the services.

You/Your/Yourself/User/Customer means the user of the website and/or customer of the services.

Services means any services offered by Doers on its website including but not limited to applications, websites, managed hosting and other deployments – commonly referred to as the Doers Managed Platform.

Doers provide various services with different levels of management and support by use of commercially reasonable efforts to provide the services as defined by the plan or plans purchased or subscribed to by client. Doers aims to provide a high quality service and backs it up with a comprehensive Service Level Agreement. We do not provide SLAs for services we do not control or have no total ownership like third party service providers.

We may make changes to the Service Level Agreement from time to time. When these changes are made, Doers will also notify you of any substantial changes on the email address provided by you during the registration process, and give you the opportunity to terminate your contract with us should you not agree with these substantial changes. You understand and agree that if you use the services after the date indicated in the said email, Doers  will treat your use as acceptance of the updated Service Level Agreement.

Standard Level of Service
Doers goal is to ensure that our services are available to customers twenty-four hours a day, seven days per week, and three hundred sixty-five days per year for Service Availability.

Please note that Service Availability refers to Doers Managed Platform and related services and in no case we are guaranteeing here the Service Availability of our Partner Cloud and Service Providers (see third party SLAs in Clause 7 and 8 below).

Doers offers two standard support options, Live Chat and Email.

Chat Service is intended to provide an interactive method to request and receive basic information and sales and troubleshooting assistance on a first-come, first-served basis. Particularly, and to avoid clogging the Live Chat system, interactive support sessions are subject to a maximum duration time depending on the support plan level you are in:

Standard Support – 15 minutes max chat duration
Premium Support – No limit (chat offered via Private Slack channel)

When the chat duration goes above the limits set above, we will create a email with all information provided during the chat session to be followed up via our Email System. Expected response times for emails presented by Customers or created on the Customers’ behalf by our support staff are as follows:

Standard Support – 12h
Premium Support – 6h

Our response time goal is the time it takes to acknowledge and have the “work started” status only, not the time it takes to resolve the issue in question.

Credits disbursed when Service Standard is not met

We will compensate our customers in the event that our Service Standards are not met and customer has reported it through our Support Portal. Compensation will be through credit against your next monthly or annual invoice. You will receive a credit of five percent of your total fee (for the month or year in which the SLA was not met) for each hour in which we fail to meet our Service Standard levels. Collectively these are referred to as SLA Credits. SLA Credits are based on our monitoring, may not exceed the total amount of Fees you have paid to us for the month or year in which we failed to meet the Service Standards set out in Clause 4, may not be aggregated, and will not be paid in cash.

Situations in which we will not disburse any Credit

Should we fail to meet the Service Standard goal as a result of scheduled outages, emergency maintenance or Force Majeure Events, the SLA Credit policy will not be applicable. If the failure to meet the Service Standards is based on a non-standard environment, customer authored code or changes to the Service by parties other than Doers, you will not be entitled to any SLA Credit.

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