generic product support
Service Level Agreement (SLA)
The purpose of this SLA is to establish a two-way understanding between the proLibro users and CogniLore regarding the web support services available. The document lays out the practices regarding online support issue escalation and requests regarding the proLibro software use. These practices are intended to yield a high quality, reliable support experience for eligible customers.
1. Service Description
This Service Level Agreement specifically describes the online support services provided by proLibro for the users of the product that are looking for immediate support and are searching on the product website. This SLA is a generic support SLA and is not legally binding; for proLibro customers the SLA may differ based on their signed legal agreement. In such situations, please refer to the agreement that is in place. CogniLore can change this SLA at any given time.
2. Hours of Coverage, Response Times, and Complaint Resolution
2.1 Hours of Coverage
Online support service is provided by CogniLore Monday to Friday, 9 am to 5 pm EST, on regular business days. proLibro users can reach out for support at firstname.lastname@example.org. The email should contain the issue description, name of your company, your device model and operating system, name of the application, version of the application, priority of the issue (based on the priority list shared in 2.2). Please note that the support team will not
respond if all the information is not provided in the support request email.
2.2 Response Times
CogniLore will use the following guidelines to prioritise online support requests. Actual response times may be shorter or longer, depending on the volume of requests being handled at any one time.
Level 1 priority is set when a significant part of the Services is unusable or unavailable to the client, any of its customers or any End User and there is no internal workaround.
within 1 hour
within 24 hours
Level 2 priority is set when a significant part of the Services are unusable or unavailable to our
within 4 business hours on a business day
within 48 hours on a
Faults which are less severe than Levels 1 and 2 and which can be worked around.
within one Business Day
within 15 Business Days
These Faults which are minor in nature and do not affect the functioning of the Services.
within two Business Days
within 30 Business Days