Knoxxa Digital - SLA
Comprehensive Service Level Agreement plans designed to ensure reliable service delivery and performance guarantees.
SLA Features
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| Available Features |
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Web based ticket support via portal for SLA-related issues, Refund processed within 30 days of verified breach and current standing, Request handled as per SLA Response Matrix, SLA breaches are only valid if account at time of breach is not overdue, Maximum monthly refund is 20% percent of monthly subscription level, Claims submission required within 7 days via the Knoxxa Digital client portal. and Phone support during business hours for SLA issues. |
Access to SLA performance reports (live on Portal), All P4 and P5 service requests upgraded to medium priority (P3), Priority email support (response within 48 hours) and Quarterly SLA compliance review. |
Dedicated account manager for SLA concerns (phone/whatsapp), Biannual network performance audit, All P3, P4 and P5 service requests upgraded to high priority (P2) and Refund processed within 20 days of verified breach. |
24/7 email support for SLA issues, Refund processed within 15 days of verified breach, 24/7 phone support for SLA issues and One annual on site SLA consultation. |
Priority response times for SLA issues, Biannual on site SLA consultation, Refund processed within 10 days of verified breach and All P2, P3, P4 and P5 service requests upgraded to highest priority (P1). |
Dedicated SLA monitoring dashboard access, Proactive breach prevention consultation, 24/7 dedicated SLA support team, Refund processed within 5 days of verified breach and Quarterly proactive performance optimization. |
