Support Level Agreement
1. COVERAGE AND TERMINOLOGY
This Service Level Agreement (SLA) applies to the customer or party or parties ("You", "Your" ) who hold a current account with any of the Web Hosting (the "Services" ) services from Vada Computing Pty Ltd ("Vada") and your account is current (i.e., not past due) with Vada.
2. SUPPORT SERVICE LEVELS
Vada Computing has an internet based support and enhancement logging application. When support requests are logged they are assigned a priority. Each priority level and it’s corresponding response time are detailed in the table below. Please note hover that Vada Computing generally exceeds these response times for 100% of support requests.
| Priority | Response Time |
| Low | Response within 2 business days |
| Normal | Response within 1 business day |
| High | Response within 4 hours |
| Emergency | Response within 1 hour |
| Enhancements | NA |
Response times are for requests logged within business hours. Requests with a priority of HIGH logged after 1PM EST may not be answered until the following business day.
3. ESCALATION PROCESS
Should a support issue have changed priority or is not being resolved in a manner you require simply contact you nominated Vada Computing client manager do discuss further prioritization of the issue.
4. OUT OF HOURS SERVICE
Out of hours or on call support is available for upgrades and or major system implementations on-site. Vada Computing request that were possible 2 weeks prior notice be provided for any out of hours support requirements.
