Service Level Agreement (SLA)

2023.01.01

Introduction

1.1 SLA Objective: The purpose of this Service Level Agreement (SLA) is to establish parameters and quality standards for the services provided by Primesox.

SLA Object

2.1 Supported Services: Envoy is a service for selling residential dynamic, static, and mobile proxies. You can find a complete list of service offerings at Primesox.ru/proxy.

Service Levels

3.1 Service Availability: Services are available without time restrictions, ensuring continuous quality service at any time of day. 3.2 Response Time: The maximum response time for customer inquiries is set at 10 minutes according to SLA conditions, ensuring prompt and timely interaction with customers. 3.3 Problem Resolution: In accordance with SLA conditions, the maximum time for resolving specific issues or incidents is limited to 14 days, ensuring fast and high-quality service restoration.

Responsibilities of Parties

4.1 Company Responsibilities: Maintaining the stability of service operations. Resolving technical issues in the shortest possible time. Ensuring the security of customer data. 4.2 Customer Responsibilities: Adhering to the company's service usage rules. Providing necessary information to resolve issues.

Changes to SLA

6.1 Change Procedure: Primesox reserves the right to update or modify these SLA conditions at any time without prior notice. The latest version will be available on this page.

Dispute Resolution

7.1 Dispute Resolution Mechanism: The dispute resolution mechanism within the SLA includes the following steps: the customer contacts support at support@Primesox.ru, Primesox conducts internal investigation within 5 business days, and if necessary, negotiations are conducted to reach a mutually beneficial agreement.

Duration and Termination

According to SLA conditions, the agreement has a term of 12 months from the date of service acquisition. In case of unilateral violation of service conditions, Primesox reserves the right to terminate the SLA without prior notice.