SLA

Sept 20, 2023

Service Level Agreement for Customer and Technical Support

Introduction

Party A: Agalma Research

Party B: AWS Marketplace data product/s subscribers

This Service Level Agreement (SLA) outlines the terms and conditions under which Party A, Agalma Research provides customer and technical support services to Party B, AWS Marketplace subscribers, for the datasets offered by Party A on AWS Marketplace platform. This SLA defines the service levels, response times, and responsibilities of each party to ensure the provision of efficient and effective support.

Support Services

Party A, Agalma Research, distributes data products on the AWS Marketplace. Party A agrees to provide customer and technical support services to subscribers of its data products on AWS Marketplace.

Support Channel

Party A will provide support through the following channel: Email: Subscribers may contact Party A’s support team via email at support@agalmaresearch.com for assistance with their inquiries and issues related to the data products.

Support Availability

Party A agrees to make its support services available during standard business hours, defined as 8:00-18:00 (HKT), Monday to Friday. Party A may, at its discretion, provide limited support during non-standard business hours or on holidays.

Support Response Times

Party A commits to responding to support-related questions from subscribers within the following timeframes:

  • Response Time: Party A will acknowledge receipt of a support request within 1 business day.

Support Responsibilities

Party A’s responsibilities include, but are not limited to:

  • Providing accurate and helpful responses to support inquiries.
  • Resolving technical issues related to Party A’s datasets on the AWS Marketplace in a timely manner.
  • Regularly updating subscribers on the status and progress of their support requests.
  • Coordinating with AWS Marketplace if necessary to resolve complex or escalated support issues.

Escalation Procedures

In the event that a support issue cannot be resolved within the agreed timeframe or requires escalation, Party A will follow the following escalation procedures:

  • Escalation: If a support request is not resolved within the initial response time, it will be escalated to AWS Data Exchange support team for further investigation and resolution.

Reporting and Monitoring

Party A will maintain records of all support requests and response times. Reports summarizing support performance will be provided to Party B upon request.

Termination

Either party may terminate this SLA with written notice if the other party fails to comply with the terms and conditions specified herein. Termination will be effective 1 days from the date of written notice.

Governing Law

This SLA shall be governed by and construed in accordance with the laws of Hong Kong SAR in which Party A is located.

Agreement Acceptance

This SLA is binding upon Party A, Agalma Research and Party B, data products subscribers on AWS Marketplace, upon the effective date of this agreement.