Effective Date: 05-01-2024

This Service Level Agreement (SLA) outlines the service standards provided by Insight Overview and defines the expected response and resolution times for support requests. This SLA is intended to give clients assurance regarding our availability, responsiveness, and commitment to service quality.

1. Scope

This SLA applies to all clients who have engaged Insight Overview for data visualization, dashboard development, and related services, and is applicable during the active period of a support or maintenance contract.

2. Service Availability

Insight Overview aims to provide reliable and accessible services during standard business hours. Our general availability is as follows:

• Standard Business Hours: Monday through Friday, 09:00 to 17:00 CET
• After-Hours Requests: Requests received outside of business hours will be addressed during the next business day unless otherwise agreed upon in writing.

3. Response and Resolution Times

Insight Overview is committed to promptly responding to and resolving all service requests based on their priority level:

Priority Levels

• High Priority: Issues that significantly impact service functionality (e.g., dashboard failures, data access issues).
  • Response Time: 1 business day
  • Resolution Time: Within 1-3 business days, depending on issue complexity
• Medium Priority: Issues that affect user experience but do not critically impair functionality (e.g., minor bugs, layout adjustments).
  • Response Time: 1-2 business days
  • Resolution Time: Within 3-5 business days
• Low Priority: General inquiries or requests for minor updates (e.g., non-urgent adjustments).
  • Response Time: 2-3 business days
  • Resolution Time: Within 5-10 business days

4. Exclusions

The following situations are not covered under this SLA:

• Client-Side Issues: Problems caused by the client’s network, data access, or third-party tools not managed by Insight Overview.
• Scope Changes: Requests for additional features or major modifications beyond the agreed project scope.
• External Factors: Issues resulting from power outages, natural disasters, or other events outside of Insight Overview’s control.

5. Service Credits

In the unlikely event that Insight Overview fails to meet the specified resolution times for high-priority issues due to internal reasons, service credits may be issued at our discretion. These credits will be applied toward future support or maintenance services and are not eligible for cash refunds.

6. Escalation Procedure

If a support request is not addressed within the specified resolution timeframe, clients may escalate the issue by contacting Insight Overview via info@insightoverview.com. Escalated issues will receive immediate attention from our team.

7. Client Responsibilities

To help us provide effective service, we request that clients:

• Provide Necessary Information: Include all relevant details in support requests, including screenshots, error messages, and login credentials if applicable.
• Grant Timely Access: Ensure that any required access (credentials or system permissions) is provided promptly to facilitate issue resolution.
• Follow Guidelines: Adhere to the support and service guidelines agreed upon to maintain smooth service delivery.

8. Contact Information

For questions or to initiate a support request, please reach out to us at:

Email: info@insightoverview.com