Applicable plans:
| The free plan | The complete plan | On-demand plan |
|---|---|---|
 |  |  |
This Service Level Agreement (SLA) outlines the levels of service that KICKLE SAS will provide to its customers using the WALDO software application. |
1 - Scope.
This SLA covers the support services provided by KICKLE SAS to its customers for the WALDO software application.
2 - Service Availabiliy
KICKLE 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
KICKLE 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.
KICKLE 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 commercially 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.
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 KICKLE 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
KICKLE SAS
28 C Rue Parmentier
59650 Villeneuve d'Ascq
France
Email: support@hellowaldo.app
10 - Amendments
KICKLE SAS may amend this SLA at any time by providing written notice to its customers.