1. Purpose of the SLA
This Service Level Agreement (SLA) outlines the expectations, responsibilities, and terms between Webmint Company LLC (“Provider”) and its clients (“Customers”) regarding the delivery and quality of services provided. The goal of this SLA is to define clear standards for performance, availability, and support.
2. Scope of Services
The SLA applies to the following services provided by Webmint Company LLC:
- AI Call Agents
- Omni-Channel AI Chatbots
- 360° Digital Services (websites, community management, marketing campaigns)
- Custom Mobile Applications (iOS & Android)
3. Service Availability
Webmint Company LLC guarantees the following levels of service availability:
- AI Call Agents: 99.9% uptime per calendar month.
- Omni-Channel AI Chatbots: 99.5% uptime per calendar month.
- Website Hosting Services: 99.8% uptime per calendar month.
- Mobile Application Backend: 99.5% uptime per calendar month.
In case of scheduled maintenance, customers will receive prior notice of at least 48 hours. Scheduled maintenance will not exceed 4 hours per month and will be conducted during off-peak hours.
4. Support Response Time
Webmint Company LLC provides support services through email at contact@webmint.company. The following response times apply:
- Critical Issues (Service Outage): Response within 1 hour, resolution within 4 hours.
- High Priority (Degraded Performance): Response within 2 hours, resolution within 8 hours.
- Medium Priority (Functionality Errors): Response within 8 hours, resolution within 2 business days.
- Low Priority (Minor Issues/Questions): Response within 24 hours, resolution within 5 business days.
Support is available during the following hours:
- Standard Support: Monday to Friday, 9:00 AM to 6:00 PM (UAE time).
- Emergency Support: 24/7 for critical issues only.
5. Responsibilities
Provider Responsibilities:
- Deliver the agreed services according to the defined standards.
- Provide timely notifications regarding scheduled maintenance or updates.
- Respond to and resolve issues as outlined in the “Support Response Time” section.
- Maintain confidentiality and security of customer data.
Customer Responsibilities:
- Provide accurate and timely information required for service delivery.
- Ensure proper usage of services as per the terms outlined in the agreement.
- Notify Webmint Company LLC promptly of any issues or concerns.
- Ensure their systems meet the minimum technical requirements for service compatibility.
6. Exclusions
This SLA does not cover:
- Downtime caused by factors beyond Webmint Company LLC’s control (e.g., force majeure, third-party service outages).
- Issues caused by customer errors, misuse, or unauthorized modifications.
- Scheduled maintenance as per the “Service Availability” section.
- Performance issues related to third-party integrations not provided by Webmint Company LLC.
7. Penalties for Non-Compliance
If Webmint Company LLC fails to meet the guaranteed uptime or response times, customers may request a service credit. The credit will be calculated as follows:
- Uptime Credit: For each full hour of unplanned downtime beyond the guaranteed uptime, customers will receive a credit equal to 5% of their monthly fee, up to a maximum of 50% of the monthly fee.
- To claim a service credit, customers must submit a request within 7 days of the incident by contacting contact@webmint.company.
8. Term and Termination
This SLA remains valid as long as the customer subscribes to Webmint Company LLC’s services. Either party may terminate the agreement with a 30-day written notice. In the event of termination, Webmint Company LLC will ensure the orderly transfer of customer data, if applicable.
9. Amendments
Webmint Company LLC reserves the right to amend this SLA as necessary. Customers will be notified of any significant changes at least 30 days in advance.
10. Contact Information
For questions or concerns about this SLA, please contact us:
Webmint Company LLC
Shams Media City, Sharjah, UAE
Email: contact@webmint.company