SERVICE LEVEL AGREEMENT
Service Level Agreement (SLA)
This Service Level Agreement (SLA) outlines the terms and conditions governing the provision of services by E-ServiceQuest to its users. The purpose of this SLA is to ensure a clear understanding of service expectations, responsibilities, and performance targets. By using our platform, you agree to abide by the terms set forth in this SLA.
- Scope of Services: E-ServiceQuest provides an online platform that facilitates the submission, management, and fulfillment of work orders between homeowners and vendors. The platform includes features such as work order submission, vendor assignment, and communication tools
- Availability: E-ServiceQuest strives to provide uninterrupted access to the platform. We aim for a minimum uptime of 99% on an annual basis. Scheduled maintenance windows, system upgrades, and unforeseen technical issues may result in occasional downtime. We will make reasonable efforts to minimize any disruptions and provide advance notice for scheduled maintenance.
- Vendor Assignment: E-ServiceQuest employs an intelligent dispatching system to assign work orders to vendors based on their trade expertise, availability, and location. While we strive to match work orders efficiently, the actual assignment may be subject to factors such as vendor availability, workload, and customer preferences.
- Response Time: E-ServiceQuest aims to provide prompt responses to inquiries and support requests. We commit to acknowledging and responding to inquiries within 24 hours during regular business days. Our response time may vary depending on the complexity and urgency of the matter.
- Data Security and Privacy: E-ServiceQuest takes data security and privacy seriously. We implement industry-standard security measures to protect user data and adhere to applicable data protection laws and regulations. Please refer to our Privacy Policy for more details on how we handle and safeguard personal information.
- Support and Customer Service: E-ServiceQuest offers customer support to address inquiries and provide assistance related to the use of our platform. Support can be accessed through designated channels, such as email or a support ticket system. We aim to respond to support requests within a reasonable time frame, typically within 24-48 hours.
- Limitations of Liability: While E-ServiceQuest strives to deliver a reliable and efficient platform, we cannot guarantee uninterrupted service or the complete absence of errors. We are not liable for any direct or indirect damages, including financial losses or reputational harm, arising from the use of our platform or any disruptions in service.
This Service Level Agreement may be revised or updated periodically. Users will be notified of any material changes to this SLA through appropriate channels. By continuing to use the E-ServiceQuest platform after the effective date of any changes, users accept and agree to the updated terms.
If you have any questions or concerns regarding this SLA, please contact our support team at [contact email/phone]. By using E-ServiceQuest, you acknowledge and agree to comply with the terms and conditions outlined in this Service Level Agreement.