Logic8 Business Solutions Corp. Memo

Series of 2024-001

Date                     :   July 31, 2024 

To                          :  All Customers and Partners

From                     :   LOGIC8

Subject                 :  Technical Support Service Level Agreement (SLA)

Effectivity Date   :   August 1, 2024

This memo outlines the Service Level Agreement (SLA) for technical support provided for our Point of Sale (POS) system.

Basic Subscription:

Response Time: Within 48 hours.

Availability: Monday to Friday, 9AM to 6PM (excluding holidays).

Premium Subscription:

Response Time: Within 12 hours.

Availability: 24/7 support, including holidays.

Non-Subscription Clients:

Assessment: Subject to an initial assessment.

Billing: Support is billable per man-hour.

Onsite Support: If onsite support is required, an additional fee will be charged. This includes transportation and meal allowances if support exceeds 4 hours.

Hardware Support:

Coverage: Only hardware purchased from Logic8 will be included in the support.

Notes:

All response times are calculated from the time a support request is received.

The SLA does not cover issues caused by third-party services or products.

 We strictly implement NO TICKET NO ONSITE SUPPORT Policy.

The online ticketing system can be accessed through this URL: https://support.logic8.io.

For your information, guidance and strict compliance.