Service Level Agreement
Service expectations for enterprise customers.
1. Purpose
This Agreement describes service expectations for uptime, support, maintenance, and incident handling.
2. Availability
DigitGlance will use reasonable efforts to provide reliable access to the platform.
Scheduled maintenance, emergency maintenance, internet outages, hosting failures, and third party service failures may affect availability.
3. Support
Support hours and response times may vary by plan.
Enterprise support may include priority response, implementation support, and account management.
4. Incidents
Where a service incident occurs, DigitGlance will use reasonable efforts to investigate, contain, and restore service as soon as practical.
5. Backups
DigitGlance may maintain backups for operational and recovery purposes.
Backups are not a substitute for customer exports or records kept by the customer.
6. Exclusions
This Agreement does not cover losses caused by:
- customer misconfiguration
- incorrect data entry
- unsupported hardware
- third party outages
- force majeure events
- misuse of the platform
7. Changes
DigitGlance may update this SLA from time to time.
8. Contact
Digitglance Reliance
28 Micheal Adekoya Street, Ilupeju, Lagos State, Nigeria
Email: support@digitglance.com
Phone: 08162357628
www.digitglance.com