SLA

Service Level Agreement (SLA)

The following terms and conditions define the obligations of Aqtra Platform LLC for support and maintenance in relation to versions of the computer program Aqtra Low-Code Application Platform, hereinafter referred to as "Software", "Service", "Aqtra Platform", "Aqtra LCAP", "Aqtra" .

Terms used:

"Defect" - means a malfunction of the Software that seriously impairs key functional aspects of the operation of the software, resulting in system failures (instruction manual, user manual and release note). The platform documentation is available on the Internet at aqtra.notion.site.

"Request for Support" - means the Licensee's request to the Licensor's support service to eliminate a Software Defect found during operation.

“The Licensor” - is Aqtra Platform LLC, the copyright holder of the Aqtra Low-code platform, which grants the right to use the Software on the basis of a license agreement.

“Licensee” - means a person lawfully using the Software on the basis of a license agreement.

“Release” - means an update of the Software, a release that may include additional features, changes to existing features, and fixes for defects in the Software.

“Business Hours” – Support is available Monday through Friday, 09:00 to 18:00 Moscow time, excluding public holidays and Except for the days of rest defined according to the legislation of Georgia.

 1. SLA subject

1.1 The following terms and conditions define the obligations of the Licensor for technical support of the Aqtra Low-code platform.

1.2 The Licensor's obligations under this SLA do not include:

            1.2.1 development of software-based configurations;

            1.2.2 development of software components;

            1.2.3 user error handling.

This SLA does not apply to Licensee's Special Modifications.

1.3 Support obligations will be in accordance with the requirements defined in the software manual.

2. Support requests

2.1. Support requests will be made available to Licensee as follows:

            2.1.1 at: https://aqtra.io/support

            2.1.2 by email: support@aqtra.io

3. Decision time

3.1. The Licensor will make every effort to eliminate the discovered Defect as follows:

            3.1.1 email response no later than 1 business day of support.

            3.1.2 release issue.

Note. For a support request made at 6:00 pm Friday, a response is sent on Monday.

4. Release

4.1. The Licensor constantly develops the Aqtra Low-code platform and may provide the Licensee with new versions of the software. In addition to improvements and bug fixes, a Release may also include functional extensions to the Aqtra Low-code platform.

4.2. If the Licensee refuses to use the release, technical support for the Aqtra Low-code platform is terminated.

5. Availability

5.1. The licensor maintains the availability of the system 24/7. This excludes matters that are not the responsibility of the Licensor. For example, force majeure circumstances.

5.2. The Licensor controls the availability of the system using appropriate technical means on the territory of the Georgia.