1. Overview
This Support and Service Level Agreement ("SLA") defines the service commitment provided by KES TEK for the DataKook application. It applies to all customers who deploy DataKook in their Microsoft Azure environment or via Azure Marketplace.
2. Support Availability
- Email Support: support@datakook.com
- Business Hours: Monday – Friday, 09:00 – 18:00 (GMT+1)
- Languages: English / French
- Response Time Objective: within 1 business day
3. Incident Severity Levels & Response Times
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Production system down / major service impact. | < 8 business hours | Best effort until resolved |
| High | Major functionality degraded, no workaround available. | < 1 business day | 2 – 3 business days |
| Medium | Non-critical issue with a workaround available. | < 2 business days | 5 business days |
| Low | Minor issue or general question / request for enhancement. | < 3 business days | Next planned release |
4. Maintenance & Updates
KES TEK periodically releases updates to improve performance, security, and functionality. Customers can choose to apply these updates manually or enable automatic deployment within their Azure environment.
5. Customer Responsibilities
- Provide accurate details when reporting issues (logs, steps to reproduce, etc.).
- Ensure network access and Azure resources are properly configured for support diagnostics.
- Maintain regular backups of connected databases.
6. Exclusions
This SLA does not apply to issues caused by:
- Modifications to the application not authorized by KES TEK.
- External systems or third-party integrations beyond DataKook's scope.
- Azure service outages or infrastructure failures outside KES TEK's control.
7. Governing Law & Jurisdiction
This agreement is governed by the laws of the Kingdom of Morocco. Any dispute arising from or related to this SLA shall be subject to the exclusive jurisdiction of the Courts of Rabat, Morocco.