This Service Level Agreement (“SLA”) applies to paid licences under our Terms of Service. It does not apply to trials. Where your order form sets different service levels, those apply instead.
Support
| How to reach us | [support-nrgdrill@alcings.com] (and [phone / WhatsApp number] for urgent issues) |
| Support hours | [Monday–Friday, 08:00–18:00 West Africa Time], excluding Nigerian public holidays |
| Who can raise issues | Your organisation’s administrators |
Response targets
| Priority | Meaning | First response |
|---|---|---|
| P1 — Critical | No one in your organisation can view live data, or data from all your rigsites has stopped arriving | [2 business hours] |
| P2 — High | A major feature is unavailable or one rigsite’s data has stopped arriving, with no workaround | [4 business hours] |
| P3 — Normal | A feature isn’t working as described, but there is a workaround | [1 business day] |
| P4 — Low | Questions, how-to requests and suggestions | [3 business days] |
Response times are targets for our first reply from a person, not for a fix.
Availability
[Availability commitment, e.g. 99.5% monthly, and any service credits — to be decided. Leave this section out until a figure has been agreed.]
Rigsite network outages are outside our control. While a rigsite is offline, the Transmitter buffers its readings and sends them when the link returns; the readings then appear in the service.
Maintenance
We aim to carry out planned maintenance outside [06:00–20:00 West Africa Time] and to give administrators at least [48 hours’] notice of anything that will interrupt the service. Urgent security fixes may be applied at shorter notice.
Exclusions
This SLA does not cover problems caused by your network, devices, browsers or rigsite systems; use that breaches the Acceptable Use Policy; suspension under the Terms; or events outside our reasonable control.