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BUSINESS SLA

Business SLA

This Business Service Level Agreement (“SLA”) is a business policy that manages and controls how the use of the RVGlobalSoft Online Service and Support (“Service & Support”) and RVGlobalSoft Premium Service (Premium Service & Support) under RVGlobalSoft Terms of Service (“T&S”) between RV Global Soft Co., Ltd (“Company”) and End-users, Resellers, and Partner NOC (“you”).

This SLA applies to all products, brands, and services under RV Global Soft Co., Ltd, including (but not limited to) RVSiteBuilder, RVSkin, cPanel License, RV2Factor, SSL Certificates, and RVMonitoring.

Except as provided herein, this SLA is governed by RVGlobalSoft Terms of Service and other Plug-in Agreement Policies under RVGlobalSoft. Terms not otherwise defined within this SLA will have the meaning given to them in those T&S and the others. RVGlobalSoft reserves the right to change the terms of this SLA in accordance with those T&S and the others.

Service Availability

The term “Service availability” means that your account with www.rvglobalsoft.com can only be accessed and used by you or those who are authorized by you.

Uptime Commitment

All Services & Supports and Premium Services & Supports shall be available at 99.9% for all times in each calendar month. For online support via email, it is described in SLA Compliance & Response Time section of this page.

RVGlobalSoft Service & Support

What is meant by the term “RVGlobalSoft Services & Supports” includes installation support, resolving reported problems, technical inquiries, resolving reported common bug fixed, planned maintenance, and incident request from you via ticket of RVGlobalSoft.com and its affiliated websites. These supports are performed on schedules basis. All these support are available 24/7 with SLA Response Time mentioned in the following section.

RVGlobalSoft Premium Service & Support

What is meant by the term “RVGlobalSoft Services & Supports” includes dedicated Service & Support for specific products serving to specific End-users, Resellers, and Partner NOC with advanced solution support, resolving business-critical issues, API support, on-demand change request*, and deployment support. These supports are performed on schedules basis. All these support are available 24/7 with SLA Response Time mentioned in the following section.
* Depending on user’s capability and limitation.

Complimentary Service

All Services & Supports are ticket-based. One incident of requests/inquiries is dedicated via one ticket sent by you or submitted by the company’s support staffs on your behalf. If RVGlobalSoft fails to meet the SLA during any one calendar month period, then you will be eligible for $50 e-Coupon as a Service Credit (known as “Complimentary Service”) for purchasing Premium SSL Certificates from RVGlobalSoft.com.

SLA Compliance & Response Time

This SLA is declared to ensure availability of our services and supports for your accounts under RVGlobalSoft and its affiliated websites.

Business SLA
SUPPORT INCIDENTS
SERVICE & SUPPORT
PREMIUM SERVICE & SUPPORT
INITIAL RESPONSE TIME (Business Days)
RESOLUTION TIME (Business Days)
General Support
1 For Weekdays
2 For Weekends
5 For Weekdays
8 For Weekends
Installation Support
1 For Weekdays
2 For Weekends
5 For Weekdays
8 For Weekends
Resolving Reported Problems
1 For Weekdays
2 For Weekends
3 For Weekdays
5 For Weekends
Technical Inquiries
1 For Weekdays
2 For Weekends
2 For Weekdays
4 For Weekends
Common Bug Fix
1 For Weekdays
2 For Weekends
5 For Weekdays
8 For Weekends
Planned Maintenance
1 For Weekdays
2 For Weekends
5 For Weekdays
8 For Weekends
Security Update
1 For Weekdays
2 For Weekends
5 For Weekdays
8 For Weekends
Billing Support
1 For Weekdays
2 For Weekends
2 For Weekdays
5 For Weekends
License Management
1 For Weekdays
2 For Weekends
5 For Weekdays
8 For Weekends
Fulfillment Support
1 For Weekdays
2 For Weekends
2 For Weekdays
5 For Weekends
Business Critical Support
 
1 Business Day
2 For Weekdays
3 For Weekends
License API Support
 
1 Business Day
5 For Weekdays
8 For Weekends
Unattended Installation Support
 
1 Business Day
2 For Weekdays
3 For Weekends
Automation Support
 
1 Business Day
2 For Weekdays
3 For Weekends
Billing Integration Support
 
1 Business Day
4 For Weekdays
6 For Weekends
On-Demand Request
 
1 Business Day
3 For Weekdays
5 For Weekends

All Service & Support is performed on schedules basis. All users are well-informed with support schedule every time the incident(s) is/are responded.

Credit requests and Payment

To claim for the credit, send an email to RVGlobalSoft at support@rvglobalsoft.com within 10 days by the end of each calendar month in which the failure has occurred. You must include either your RVGlobalSoft account name or registered email address, date and time of unavailability. If the verification is passed, we will issue the e-coupon to your account within ten (10) business days. The Service Credits shall be your sole and exclusive remedy for any failure of RVGlobalSoft to operate in accordance with the SLAs.

Exclusions

The calculation of Service Availability SLA excludes instances of; your acts or omissions, force majeure events, scheduled downtime, hackers or virus attacks, unavailability of Symantec Cloud Service, cPanel’s planned maintenance, or emergency maintenance.