Service Level Agreement
How we aim to keep your platform operational.
V2 - March 17, 2023
The services on this site are offered to you by Verified Network Inc. parent company of Verified which is a registered trademark of Verified Network Inc.
This Service Level Agreement is supplemental to the general terms and conditions set out in Verified's Master Service Agreement. These terms are subject to change at Verified's discretion so the service levels and procedures set out herein should be reviewed by you from time to time.
1.0 Definitions
Availability and uptime: The percentage of time services are running and accessible to the customer, tracked per calendar year.
Downtime: The total accumulated time the service is unavailable, tracked per calendar year.
Planned Service Outages: To continuously improve our products, occasional planned service outages are required. You will be provided with no less than twenty-four (24) hours advanced notice for planned service outages.
2.0 SLA
Outside of planned service outages, Verified will use commercially reasonable efforts to make services are available with an uptime percentage of at least 99.5%.
3.0 Customer Support
Verified knows that providing the best possible support to our customers is critical to making our customers successful.
3.1 Contact Information
Support Email: support@verifiednet.com
Status Page: status.verifiednet.com
3.2 Service Scope
The following support options are provided:
Monitored email support
Monitored support tickets
Dedicated Customer Success staff (Enterprise only)
4.0 Customer Support Availability
Email/Chat/Support Ticket:
8AM-6PM (PST) Monday - Saturday
8AM-6PM (EST) Monday - Friday
Customer Success Staff (Enterprise only):
8AM-6PM (PST) Monday - Saturday
8AM-6PM (EST) Monday - Friday
5.0 Service Requests
Verified will provide ongoing support to customers using the approved service support channel and knowledge base resources. When a request or transaction is submitted, Verified will authenticate the customer to verify their identity in proportion to the risk of the request or transaction.
In support of services outlined in the agreement, Verified will respond to service-related incidents and/or requests submitted by the Customer within the following timeframes:
| Priority | Definition | Response |
|---|---|---|
1 | Product is not available for use or a significant proportion of the contracted functionalities are not available. | Within 1 hour |
2 | One or more critical elements of the Product have ceased to respond completely or respond extremely slowly. No workaround is available. | Within 24 hours |
3 | One or more critical elements of the Product have ceased to respond completely or respond extremely slowly. A workaround is available. | Within 48 hours |
4 | One or more non-critical elements of the Product have ceased to respond completely or respond extremely slowly. | As Verified determines in its sole discretion |
6.0 Customer Requirements
-
Payment of all license fees and other applicable costs at the agreed interval.
Reasonable availability of customer representative(s) when resolving a service-related incident or request.