Lucid Green Out of Hours Support Service Level Agreement (SLA)

1. Introduction

This Out of Hours Support Service Level Agreement (SLA) outlines the support services provided by Lucid Green Inc. for its Software as a Service (SaaS) product outside regular business hours. This SLA defines the scope, service levels, and responsibilities to ensure high-quality support for our customers.

2. Scope of Services

Out of hours support covers:

  • Technical issues impacting the availability and performance of the SaaS product.

  • Critical incidents requiring immediate attention.

  • Assistance with severe disruptions or outages.

  • Assistance with label changes 

3. Support Hours

Out of hours support is provided during the following times:

  • Weekdays: 6:00 PM - 8:00 AM (local time zone of the customer)

  • Weekends: 24 hours

  • Public Holidays: 24 hours

4. Contact Channels

Customers can reach out for support via:

5. Response and Resolution Times

6. Customer Responsibilities

To ensure effective support, customers are expected to:

  • Provide detailed information about the issue, including date and time of incident, steps to reproduce, error messages, and relevant screenshots.

  • Designate authorized personnel to contact out of hours support.

  • Cooperate with the support team to perform necessary troubleshooting steps.

7. Lucid Green Responsibilities

Lucid Green commits to:

  • Providing timely responses and resolutions as per the defined SLA.

  • Communicating status updates regularly during the resolution process.

  • Ensuring qualified personnel are available to handle out of hours support requests.

8. Exclusions

This SLA does not cover:

  • Issues arising from customer misuse, negligence, or unauthorized modifications.

  • Third-party integrations or services not directly managed by Lucid Green.

  • Support for non-production environments.

9. Review and Amendments

This SLA will be reviewed annually or as needed to ensure it meets the needs of both parties. Any amendments will be communicated to customers with a 30-day notice period.

10. Acceptance

By using the out of hours support services, customers acknowledge and accept the terms outlined in this SLA.