Service Level Agreement (SLA)

Created on 2 October, 2024 • 2 minutes read

Seamless QR Code Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) outlines the scope of services provided by Seamless QR Code (a product of Flowcode Technology Limited) to customers using our QR code generator platform. It also specifies the support level customers can expect, as well as the limitations of that support.

2. Scope of Services

Seamless QR Code provides a comprehensive QR code generator that includes the following services:

Creation of QR codes for various purposes (e.g., QR code menus, business cards, flipbooks, etc.).
Access to biolink pages, analytics, and contact forms.
Management of generated QR codes through the platform’s dashboard.
Integration of QR codes with digital content (e.g., websites, PDFs).
Regular updates to the platform to ensure optimal performance and feature enhancements.

3. Support Services

Seamless QR Code offers the following support services to all customers:

3.1 Support Channels

Email Support: Available at support@seamlessqrcode.com for inquiries and troubleshooting.
Phone Support: Available at +254113500884 during business hours.
Live Chat: Available through our website during business hours.

3.2 Support Availability

Business Hours: Support is available Monday to Friday from 9 AM to 11 PM (EAT).
Initial response to inquiries: Within 24 hours during business days.
Resolution time for critical issues (platform downtime): Within 1 hour during business days.
Resolution time for non-critical issues: Within 2 business days.

3.3 Included Support

Assistance with platform usage (e.g., creating and managing QR codes, accessing analytics).
Troubleshooting issues related to the platform's performance and access.
Guidance on using platform features such as biolink pages, flipbooks, and contact forms.
Minor configuration changes, such as updating user account settings.
Training: Detailed user training or consultation services are included but limited to our platform. We provide support and training to help users navigate and optimize their use of the Seamless QR Code platform. This does not extend to training on third-party applications or custom developments.

4. Exclusions

The following services are not included in Seamless QR Code’s standard support but may be offered as separate services upon request:

Custom Development: Any request for custom code or new features beyond what is offered on the platform.
Third-Party Applications: Support for third-party applications or software integrations that are not native to the Seamless QR Code platform is not included as part of our support. However, integration services for third-party apps can be arranged as a separate service.
Client-Side Troubleshooting: Issues related to the client’s hardware, network, or internet connection.
Design Services: We do not offer graphic design or PDF editing services as part of our standard support. These services can be provided as a separate service.
On-Site Support: We do not provide in-person or on-site support services.

5. Customer Responsibilities

To ensure smooth support and service delivery, customers are expected to:

Provide accurate and detailed information when submitting support requests.
Ensure their devices and internet connection meet the minimum system requirements for using the platform.
Follow usage guidelines and instructions provided by Seamless QR Code to prevent avoidable issues.

6. Service Uptime Commitment

Seamless QR Code guarantees a 99.5% uptime for our platform. In the unlikely event of system downtime due to server issues, we will work diligently to restore services as quickly as possible.

7. Termination and Review

This SLA is subject to review and modification at any time. Customers will be notified of any significant changes. The SLA may be terminated if Seamless QR Code is no longer able to provide services as outlined.

By using Seamless QR Code, customers agree to the terms outlined in this SLA.

For more information, please contact us at support@seamlessqrcode.com or call +254113500884.