Waste Management Software Solutions and Waste Consignment Notes
Helping boost productivity and increase profitability through streamlining operations for the waste recycling industry via innovative software solutions.
Service Level Agreement (SLA)
Introduction
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Quick Consign clients (NOT including third party users) for the provision of a First Point of Contact (FPoC) to provide a first step for the information, advice and assistance (IAA) process to Quick Consign clients.
This Agreement remains valid until superseded by a revised agreement.
Purpose
Quick Consign clients depend on software and services that are provided, maintained and supported by Quick Consign Ltd. Some of these items are of critical importance to the everyday running of business.
This service level agreement sets out what levels of availability and support the client is guaranteed to receive for specific parts of the services and software provided. This SLA forms an important part of the contract between clients and Quick Consign Ltd. It aims to enable the two parties to work together effectively.
Support Tiers
| Level | Severity | Description | Response Time |
| Level 1 | Critical | Software is unresponsive, unusable or not available. | 1 Hour |
| Level 2 | Technical Issues | Portions of the software (modules) are unresponsive or unusable. | 2 Hours |
| Level 3 | Minor Issues | Software (modules) are responsive and usable, but minor problems occur. | 24 Hours |
Note: For Levels 1 & 2, if issues originate from third-party providers (data centers/hosting), the vendor will be notified instantly.
Exclusions
This SLA does not apply to:
- Software, equipment, or services not purchased via and managed by the supplier.
- Problems caused by using equipment, software, or service(s) in a way that is not recommended.
- Unauthorised changes made by the client to the configuration or setup.
- Instances where the client prevented the supplier from performing required maintenance and updates.
- Issues caused by unsupported equipment or software.
- Circumstances beyond the supplier’s control (e.g., floods, war, acts of God).
Business Hours
Business Day: 08:30 to 17:00 Local time for the contracting Quick Consign entity, excluding Saturdays, Sundays, and public holidays.
Quick Consign Pledge
Quick Consign Ltd pledge to be helpful and accommodating at all times, and will do its absolute best to assist clients wherever possible.
Contact
If Quick Consign clients have any questions regarding this SLA, please email us here: info@quickconsign.com