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