This OfficeRnD Service Level Agreement (“SLA”) between OFFICERND LTD (“OfficeRnD”, “The provider”, “us” or “we”) and customers of the OfficeRnD Services (“you”, “The Customer”) governs the use of the OfficeRnD Software and Support Services (“The Platform“) under the provisions of the OfficeRnD Terms of Service.
1.1 OfficeRnD will make available during Business Hours a help desk support facility, which is provided by way of email support and chat for the purposes of:
- assisting the Customer with the initial setup configuration of the Platform (charges may be applicable in some cases depending on the complexity of the Customer’s data)
- assisting the Customer with the proper use of the Platform; and/or
- determining the causes of errors and fixing errors in the Platform.
2. Response and resolution times
2.1 OfficeRnD will:
- use reasonable endeavors to respond to requests for Support Services made through the helpdesk email (firstname.lastname@example.org), the chat (available on the platform); and
- use reasonable endeavors to resolve issues raised by the Customer promptly / in accordance with the following response time matrix: