Service Level Agreement (SLA)

Introduction

This Service Level Agreement (SLA) outlines the services provided by Puppetools.org and the commitments we make to our users. Our goal is to ensure the highest level of service availability and performance.

Services Covered

Puppetools.org provides the following services:
  • Access to educational resources and tools.
  • User support and assistance.
  • Regular updates and maintenance.

Performance Metrics

  • Response Time: The average response time for user queries will be within 24 hours.
  • Resolution Time: Issues reported by users will be resolved within 72 hours, depending on the complexity of the issue.

User Support

  • Support Availability: User support is available via email only.
  • Contact Methods: Users can contact support via email at info@playtectonics.org.

Maintenance

  • Maintenance Notifications: Users will be notified of any maintenance activities at least 48 hours in advance whenever possible.
  • Emergency Maintenance: In the event of emergency maintenance, Puppetools.org will notify users as soon as possible.

Service Requests

  • Users can submit service requests through our support email.
  • Puppetools.org will acknowledge service requests within 24 hours.

Reporting Issues

  • Users should report any issues or service interruptions via our support email.
  • Puppetools.org will provide regular updates on the status of reported issues until resolution.

User Responsibilities

  • Users are responsible for providing accurate contact information and descriptions of issues.
  • Users should report issues promptly to facilitate timely resolution.

SLA Review and Changes

  • This SLA will be reviewed annually and may be updated to reflect changes in services or performance standards.

Limitation of Liability

  • Puppetools.org will not be liable for any failure to meet the performance metrics outlined in this SLA due to factors beyond our control, such as natural disasters, acts of war, or internet outages.

Agreement

By using the services provided by Puppetools.org, users agree to the terms outlined in this SLA

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