Connect&GO - Attraction Ticket Sale System - 02.01.2026 - SIGNED
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Service Level Agreements 1. SERVICE LEVEL AGREEMENTS 1.1 Outline This Service Level Agreement (SLA) outlines the expected response times and availability for the Connect&GO Software Support Team. This SLA applies to all support requests submitted by clients through our designated support channels. It covers the time taken for our team to acknowledge receipt of a support request and provide an initial response. Definitions: • Support Request : Any request for assistance submitted by a client through our support channels, including email, phone, and online ticketing system. • Business Hours: Monday to Friday, 9 AM to 5 PM local time, Eastern Time (ET). As of February 2024, additionally we will support 8 AM to 5 PM Central European Time. • Acknowledge Receipt: The time taken for our support team to confirm receipt of a support request and assign a unique ticket number. • Initial Response: The first response provided by our support team to a client, including an update on the status of the issue and any next steps. Support Channel Availability • Phone Support: Our phone line is available 24/7 for P1 issues. • Email and Zendesk Ticketing: Available during business hours. • Weekend Support : Only phone support for P1 issues is available during weekends. SLA Objectives: Our goal is to respond to all support requests within the designated response times. We are committed to acknowledging receipt of a support request within one hour and providing an initial response as outlined in the table below. The following table outlines the expected response times for each priority level: Priority Level Acknowledge Receipt Initial Response P1 30 minutes or less 1 hours or less P2 4 hours or less 8 hours or less P3 12 hours or less 24 hours or less P4 24 hours or less 72 hours or less Definitions: 2 Connect&GO Partnership Agreement (Rev Sept 2023) C&G INITIALS CLIENT INITIALS