Service Level Agreement
The purpose of this Service Level Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Omnitas Consulting AB IT’s.
This document provides Omnitas Consulting IT’s Service Level Agreement for the following products:
- Conversations (monday.com)
- Funnels (monday.com)
Omnitas Consulting aims to respond within 24 hours to new support requests and provide an update at least every 48 hours for existing support requests, although we frequently respond much faster. With clients working across many different time zones, we try to prioritise our support requests, so that we can provide the best level of support for all our customers across several continents. We take exceptional effort to provide support in accordance with our SLA, but can not be held responsible for delays caused by the Client or for reasons outside of Omnitas Consulting control.
Our Product Support SLA covers Omnitas Consulting products exclusively and does not cover support of monday.com or any third party software.
Business hours and response time
Omnitas Consulting IT’s business hours are from 9 am to 17 pm CET, Monday through Friday. All support requests are answered within 24 business hours, excluding national holidays. We constantly monitor our support channels for any critical issues.
- Help regarding purchased Omnitas Consulting products with a valid commercial license
- Assistance with configuring Omnitas Consulting products
- Guidelines and best practices on Omnitas Consulting products
- Help with troubleshooting problems with Omnitas Consulting products
- Phone, Skype, Zoom, Google Meet support
Support does not include
- Support for customers without a valid license
- Support in any language other than English and Polish.