WALDO

Applicable plans:

The free plan	The complete plan	On-demand plan

1 - Scope.

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

2 - Service Availabiliy

MOFFI SAS provides support from 8am to 8pm UTC, Monday through Friday, excluding holidays. Support is available in English or French. During this time, we will use commercially reasonable efforts to respond to all support requests within 2 hours of receipt via our customer portal at https://customer.hellowaldo.app.

3 - Announcements

In the event of a service interruption, customers are informed through the announcement section of our forum. To be notified of service interruptions, it is necessary to subscribe to the forum section.

More information at https://customer.hellowaldo.app/en/support/solutions/articles/8000102855-receive-updates-regarding-new-features-security-information-or-availability-notices.

4 - Map design

MOFFI SAS can create a map design within 5 working days assuming all information is provided, including a schema or blueprint of the office plan, the types of chairs and tables, the colors of the meeting tables, and any relevant photos that may be helpful.

MOFFI SAS can update a map design within 2 working days assuming all information is provided and the changes are reasonable.

5 - Support channels

Support requests must be submitted via our customer portal only at https://customer.hellowaldo.app.

6 - Response time

We will use reasonable efforts to respond to all support requests within 2 hours of receipt during our support hours. If a request is received outside of support hours, we will respond to the request on the next business day.

We commit to resolving or providing a workaround for incidents within 4 hours for critical incidents, 1 day for high-priority incidents, 4 days for medium-priority incidents, and 14 days for low-priority incidents.

The matrix below helps us determine the criticality and priority of handling a request.

7 - Escalation procedure

If a support issue is not resolved within 24 hours, the issue will be escalated to a higher tier of support. If the issue is not resolved within an additional 24 hours, the issue will be further escalated to a senior member of the support team.

8 - Service Credits

If MOFFI SAS fails to meet the map design creation or update timelines outlined in this SLA, the customer will be entitled to a service credit equal to 5% of the fee paid for the map design service, up to a maximum of one month's fee.

9 - Contact information

MOFFI SAS

225 rue des Templiers

59000 LILLE

France

Email: support@hellowaldo.app

10 - Amendments

MOFFI SAS may amend this SLA at any time by providing written notice to its customers.