- Scope
This SLA applies to Sentry Desktop Plus, a desktop monitoring and support service provided by RiverCity Internet Group(Hostirian).
- Service Availability
Sentry Desktop Plus will be available 24 hours a day, seven days a week, except for planned or unplanned downtime. During planned downtime, RiverCity Internet Group will make reasonable efforts to notify customers in advance.
- Service Response Time
RiverCity Internet Group will make its best effort to respond to support requests within 24 hours of receipt.
- Support
Support for Sentry Desktop Plus will be provided via email or phone 24X7X365.
- Service Level Credits
In the event that RiverCity Internet Group fails to meet the response time outlined in this SLA, customers may be eligible for service-level credits. The amount of the credit will be determined on a case-by-case basis, taking into account the specific circumstances of the incident.
- Changes to this SLA
RiverCity Internet Group reserves the right to change this SLA from time to time at its sole discretion. Any changes to this SLA will be communicated to customers via email.
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- Dispute Resolution
In the event of a dispute related to this SLA, RiverCity Internet Group and the customer will attempt to resolve the dispute through good-faith negotiations. If the dispute cannot be resolved through negotiations, it may be resolved through binding arbitration in accordance with the rules of the American Arbitration Association.