Applicable plans: ❎ The free plan, ❎ The complete plan

This Service Level Agreement (SLA) outlines the levels of service that MOFFI SAS will provide to its customers using the WALDO software application.

1 – Scope

This SLA covers the support services provided by MOFFI SAS to its customers for the WALDO software application.

2 – Service Availability

Support is available Monday to Friday, 8am–8pm UTC (excluding holidays), in English and French. We aim to respond to all requests within 2 hours via our customer portal.

3 – Announcements

Service interruptions are announced via our forum. Subscribe to stay informed. Learn more.

4 – Map Design

Map design requests are completed within 5 working days (when all required data is provided). Updates take 2 working days.

5 – Support Channels

All support requests must be submitted via our customer portal.

6 – Response Time

Initial response: Within 2 hours during support hours.
Resolution or workaround:

• Critical/Urgent: 4 hours
• High: 1 business day
• Medium/Normal: 4 business days
• Low: 14 business days

Priority matrix:

7 – Escalation Procedure

If an issue isn't resolved within 24 hours, it will be escalated. A second escalation follows after another 24 hours if still unresolved.

8 – Service Credits

If map delivery deadlines are missed, customers may receive a credit worth 5% of the map service fee (up to one month).

9 – Contact Information

10 – Amendments

MOFFI SAS may update this SLA at any time with written notice to customers.