Service Delivery Policy
Introduction
This Delivery Policy outlines the terms and conditions for the delivery of services provided by Deliwell through its Software as a Service (SaaS) product. This policy is applicable to all subscription plans offered to clients and ensures that clients understand the delivery procedures, timelines, and responsibilities.
Subscription Plans
Deliwell offers the following subscription plans:
1. **Basic Plan**
2. **Premium Plan**
3. **Enterprise Plan**
Each plan includes a set of services with varying levels of support and features. Details of the services included in each plan are provided in the subscription agreement.
Service Delivery
Activation and Onboarding
1. Account Activation
– Upon successful subscription and payment, clients will receive an activation email within 24 hours.
– The email will include login credentials, a link to the SaaS platform, and instructions for initial setup.
– Customer must register for a user account by providing or confirming all information necessary to access or use the Services. If the customer is an organization and intends to use the services for use internal corporate, Deliwell recommends that the customer and all other users of organization to register for user accounts by providing information of precise corporate contacts. In particular, the use of a corporate email address is mandatory.
– Customer agrees to: (i) provide true, accurate, current and complete information, as required by the enrollment process; and (ii) maintain and update quickly the information provided during registration to keep it true data, accurate, current and complete. If the customer and/or its representatives provide any information that is untrue, inaccurate, outdated or incomplete, or if Deliwell has reasonable grounds to suspect that such information is untrue, inaccurate, outdated or incomplete, Deliwell may terminate the customer’s user account and refuse current or future use of any or all services.
2. Onboarding Process
– **Basic Plan:** Self-service onboarding via detailed guides and tutorials available in the Help Center.
– **Premium and Enterprise Plans:** Dedicated onboarding specialist will be assigned within 48 hours to provide personalized assistance. This includes:
– Initial setup and configuration
– Data migration support
– Training sessions for key users
Service Availability
– The SaaS platform will be available 99.5% of the time, excluding scheduled maintenance and unforeseen outages.
– Clients will be notified of scheduled maintenance at least 48 hours in advance.
Support Services
1. Support Channels
– **Basic Plan:** Email support with a response time of 24-48 hours.
– **Premium Plan:** Email, chat, and phone support with a response time of 4-12 hours.
– **Enterprise Plan:** 24/7 dedicated support with a response time of 1-4 hours.
2. Issue Resolution
– Issues will be categorized based on severity:
– Critical Issues: Service interruptions or major functionality loss. Resolution time: within 8 hours.
– High Priority Issues: Significant impact on usage but with workarounds. Resolution time: within 24 hours.
– Medium Priority Issues: Minor impact with full functionality accessible. Resolution time: within 48 hours.
– Low Priority Issues: General inquiries or cosmetic issues. Resolution time: within 72 hours.
Service Updates and Enhancements
– **Basic Plan:** Regular updates and enhancements will be deployed automatically with no direct client involvement required.
– **Premium and Enterprise Plans:** Clients will be informed about upcoming updates and have the option to schedule updates during off-peak hours.
Data Management
1. Data Security
– All client data will be encrypted in transit and at rest.
– Regular security audits and compliance checks will be performed.
2. Data Backup
– Daily automated backups with a retention period of 90 days.
– Data recovery services are available upon request.
Termination and Data Retrieval
1. Termination
– Clients may terminate their subscription as per the terms outlined in the subscription agreement.
– Access to the SaaS platform will be revoked immediately upon termination.
2. Data Retrieval
– Clients have 90 days post-termination to retrieve their data.
– Data will be provided in a standard format (e.g., CSV, JSON).
Policy Updates
– Deliwell reserves the right to update this delivery policy as needed. Clients will be notified of any significant changes 30 days prior to implementation.
Contact Information
For any questions or concerns regarding this Delivery Policy, clients can contact our support team at support@deliwell.eu or call +40 754 24 22 22.
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Deliwell SRL
Effective Date: 01.03.2024