Service Level Agreement (SLA) and Support 

two people discussing terms

Our Support Philosophy

We believe in proactive collaboration to maximize the value you derive from Omnibound AI. Our support encompasses technical assistance, ongoing platform updates, and clear pathways for communication to keep your marketing intelligence flowing without interruption. This policy is subject to refinement, but any changes will uphold the high standard of service you receive.

Engagement Terms

Your investment in Omnibound AI technology includes the support detailed herein, with no separate invoicing. Support begins from the Effective Date of your Master Services Agreement and continues for its duration, ensuring continuous assistance throughout your partnership with us.

Designated Technical Liaisons

To streamline communication, we request that your organization designate specific technical contacts. These individuals serve as the primary interface with Omnibound AI for support requests. They should possess a foundational understanding of the Omnibound AI environment and the ability to initially assess and reproduce issues, facilitating efficient diagnosis. Timely notification of any changes to these contacts helps maintain uninterrupted support.

Collaborative Support Model

We operate on a two-tiered support model designed for efficiency and speed:

        1. Your Team's Initial Response (First Line Support): We anticipate that your internal teams will provide primary support for your users of Omnibound AI. This includes addressing routine inquiries, diagnosing common issues, and offering initial resolutions related to platform functionality.
        2. Omnibound AI's Expert Assistance (Second Line Support): Should your team encounter problems that defy internal resolution after reasonable efforts, our dedicated Omnibound AI support specialists are ready to step in. Our Second Line Support focuses on in-depth diagnosis and employs commercially reasonable efforts to resolve verifiable errors, ensuring the platform performs as expected. We may also provide recommendations to enhance your internal support processes.

Comprehensive Platform Support

Our Second Line Support extends to:

        • Delivering essential program updates, critical fixes, and security patches.
        • Providing general maintenance releases, select functionality enhancements, and updated documentation.
        • Offering targeted assistance for issues directly impacting the Omnibound AI Services.
        • Non-technical customer service inquiries, ensuring all your needs are met.

Prioritizing Your Needs: Severity Levels

We classify support requests based on their impact on your production operations, ensuring critical issues receive immediate attention.

      • Level 1 (High Severity): Critical issues causing complete service outages, significant data loss, or rendering the platform unusable. These demand immediate, continuous engagement.
      • Level 2 (Medium Severity): Issues causing noticeable impact to specific functionalities or performance degradation, but with potential workarounds. These require prompt attention.
      • Level 3 (Low Severity): Minor inconveniences, cosmetic issues, or general inquiries that have minimal impact on overall functionality. These are addressed with a standard response time.

Initial severity is assigned upon acceptance and can be adjusted based on the evolving impact on your operations. Accurate severity designation by the customer is crucial for effective response.

Escalating Support Requests

If you feel a support request is not receiving adequate attention, or if you need to convey urgent business-critical issues to Omnibound AI management, your technical contact can request an escalation. This process is designed to bring appropriate resources and management oversight to ensure a timely and effective resolution plan.

Service Level Commitment (SLA)

Our Omnibound AI Service Level Agreement outlines our commitment to platform availability. We strive to provide a Monthly Uptime Percentage of at least 99.5% for the Omnibound AI Platform during each monthly billing cycle.

If Omnibound AI does not meet this Service Commitment, you may be eligible to receive service credits, applied as extensions to your subscription term. Detailed calculations and credit tiers are outlined in your full Master Services Agreement, ensuring a clear and fair compensation mechanism.

SLA Exclusions

Our SLA does not apply to unavailability resulting from factors beyond our reasonable control, such as force majeure events, issues with your internet access, or actions/inactions by you or third parties. Scheduled and unscheduled maintenance events are also considered, with appropriate notice provided.

Maintenance Notifications

We aim for seamless updates. For all Scheduled Maintenance, Omnibound AI provides at least 48 hours' advance notice. These windows are carefully planned to minimize disruption, typically occurring during off-peak hours (e.g., between 3:00 a.m. to 7:00 a.m. local time), with a maximum of eight hours per calendar quarter. For Unscheduled Maintenance required by unforeseen critical events, we will provide notice as soon as possible. 

Ready to get started?

Request a Demo