Service Level Agreement (SLA)

TABLE OF CONTENTS

1. SUPPORT CHANNELS
2. SERVICE AVAILABILITY AND SUPPORT HOURS
3. PRIORITY CATEGORIES AND RESPONSE TIMES
4. EXCLUSIONS
5. TICKET UPDATES
6. WEEKENDS AND HOLIDAYS
7. COMMUNICATION PROTOCOL
8. MODIFICATIONS TO THE SLA
9. SUPPORT CONTACT

1. SUPPORT CHANNELS

Our primary support channel is our ticketing system, accessible through Rambox’s support portal at https://support.rambox.app. This is the preferred method for submitting support requests.

Users may request telephone or video call support by contacting our support team and scheduling a suitable time. While we encourage the use of our ticketing system for efficiency and documentation purposes, we understand that certain situations may benefit from real-time communication. To schedule a telephone or video call, please contact our support team through the support portal. We commit to providing support through telephone or video calls within a reasonable time of scheduling, based on our availability during regular business hours.

2. SERVICE AVAILABILITY AND SUPPORT HOURS

Our support team is available to assist you during the following hours:

Monday to Friday: 9:00 AM – 6:00 PM (GMT-3)

Saturdays and Sundays: Closed

3. PRIORITY CATEGORIES AND RESPONSE TIMES

We have established the following priority categories to classify tickets based on urgency and importance. We commit to providing an initial response to all support tickets within the maximum periods outlined below, depending on the ticket priority category. These periods are based on business hours, in accordance to our support team availability previously stated in the section “Service Availability and Support Hours“. This initial response may include a confirmation of receipt and a preliminary assessment of the issue.

Urgent Priority (Applies to Enterprise users* only): 12 business hours

High Priority: 24 business hours

Medium Priority: 36 business hours

Low Priority: 48 business hours

*In the case of Enterprise users of Rambox, the member(s) of the registered organization that will be in charge of contacting our support team must be designated with previous notice, providing their corresponding contact email address when enrolling in our Enterprise plan. With this, we guarantee the compliance with the corresponding time responses.

4. EXCLUSIONS

This SLA does not cover issues caused by actions beyond our control, such as force majeure events, disruptions to third-party services, or misuse of our software by the user. Additionally:

• Issues arising from the use of outdated or unsupported Rambox versions.
• Compatibility issues with non-supported operating systems.
• Problems caused by modifications to our application made by the user or third parties.
• Downtimes caused by malfunctions in our ticketing platform provider (FreshDesk).

5. TICKET UPDATES

We commit to providing periodic updates on the status of your ticket. Updates may include progress, resolution, or any relevant information.

6. WEEKENDS AND HOLIDAYS

Please note that our support team does not operate on weekends (GMT-3). While we may address tickets during this period, responses are not guaranteed until the next business day.

7. COMMUNICATION PROTOCOL

Customers are responsible for communicating with us through our designated support portal and not via email. This ensures that we can effectively comply with the terms outlined in this SLA.

8. MODIFICATIONS TO THE SLA

We reserve the right to make modifications to this SLA. Any changes will be communicated to users in advance.

9. SUPPORT CONTACT

To create a new support ticket or check the status of an existing ticket, please use our support portal at https://support.rambox.app.