Legal

Service Level Agreement

Last Updated: April 14, 2024

Introduction

This Service Level Agreement (“SLA”) governs the provision of services (“Services”) by Textgrid.com (“Textgrid,” “we,” “us,” or “our”) to you (“Customer,” “you,” or “your”) and outlines the performance levels associated with the Services.

Service Availability

Textgrid aims to achieve 99.9% uptime for the API and web dashboard, except during scheduled maintenance.

Scheduled Maintenance

Textgrid will make every effort to notify Customers at least 24 hours in advance of any scheduled maintenance that is expected to impact the availability of the Services.

Unplanned Downtime

In the event of unplanned downtime, Textgrid will notify affected Customers as quickly as possible via email or dashboard notification.

Data Retention and Backup

Textgrid will retain Customer data for a period of 30 days. It is the Customer’s responsibility to backup any critical data.

Response Times

We are dedicated to providing prompt and efficient service to all our customers. We strive to respond to customer inquiries and issues within a few hours of receipt. Our commitment is to ensure that every customer receives an acknowledgment of their issue within a maximum of 24 hours. This rapid response framework is part of our dedication to exceptional customer service, ensuring that your concerns are addressed swiftly and effectively.

Resolution Times

While we aim to provide the highest standard of customer service, we acknowledge that not every issue can be resolved immediately within a few hours or within a set timeframe. Our dedicated team will make every effort to promptly address and resolve issues that are within our capacity to fix. In cases where immediate resolution is not possible, we are committed to working diligently towards a satisfactory solution, keeping you informed throughout the process. Our goal is always to ensure the best possible outcome for our customers, prioritizing effective and efficient service.

Escalation Matrix

Level 1: Initial Response

  • Contact Point: Customer Support Team
  • Responsible Party: Customer Support Team
  • Method: Email / Chat / Phone
  • Time Frame: Within 24 hours of initial contact minimum but usually within a few hours.
  • Action: Initial assessment and attempt to resolve basic issues.

Level 2: Technical Support

  • Contact Point: Customer Support Team
  • Responsible Party: Customer Support Team
  • Method: Email / Phone
  • Time Frame: Within 48 hours of escalation to Level 2
  • Action: Handling more complex issues requiring technical expertise.

Level 3: Senior Technical Support

  • Contact Point: Customer Support Team
  • Responsible Party: Senior Technical Support Specialist
  • Method: Email / Phone
  • Time Frame: Within 72 hours of escalation to Level 3
  • Action: Addressing advanced technical issues that require in-depth analysis and troubleshooting.

Level 4: Management Escalation

  • Contact Point: Customer Support Team
  • Responsible Party: Textgrid Management Team
  • Method: Email / Phone
  • Time Frame: Within 5 working days
  • Action: Resolving issues that are critical in nature or have not been satisfactorily resolved at previous levels.

Level 5: Executive Review

  • Contact Point: Customer Support Team
  • Responsible Party: CEO or COO
  • Method: Email / Direct Phone
  • Time Frame: As per the discretion of the executive level
  • Action: Addressing highly critical or sensitive issues that impact customer satisfaction or service delivery at the highest level

Support Staff Expertise

Our support team comprises professionals with extensive training in customer service and technical support in all aspects related to Textgrid.

Penalty Clauses and Turnaround Time (TAT)

  • Penalty Clauses: In the event of failure to meet the agreed SLA terms, Textgrid will provide service credits as agreed upon with the customer and the severity of the issue if Textgrid caused the issue. The penalty clause will not apply for exceptions outlined in the exceptions section.
  • Turnaround Time (TAT): We specify TAT for different types and refer you to the escalation matrix and the support plan sections.

Dedicated Point of Contact/Account Manager

For our premium and enterprise clients, we offer a dedicated point of contact or account manager. This individual or team will handle all support-related queries, ensuring a personalized and streamlined communication channel.

Available Support Channels

  • Email: Ideal for non-urgent or detailed inquiries. Available 24/7 with responses as per the chosen support plan.
  • Phone: Best suited for immediate assistance. Available during business hours 9-5pm EST.
  • Support Hours: 9-5pm

Support

Technical support is available via email at support@textgrid.com. Our standard support hours are 9 AM – 5 PM (UTC), Monday through Friday, excluding holidays.

Modifications to SLA

Textgrid reserves the right to modify this SLA with 30 days’ notice. Notice will be provided via email or dashboard notification.