Service Level Agreement SLA #
This Service Level Agreement (Service Level Agreement, referred to as “SLA”) describes the service level plan for SphereEx to provide customers with commercial version products.
Service Standards（SLA） #
Fault Levels #
According to the type and severity of service requests, we divide service requests into three levels, hereinafter referred to as first-level failures, second-level failures and third-level failures.
The specific division is as follows:
First-level failure
Complete or partial loss of processing capacity and usability of the product, resulting in emergency problems or even downtime, or serious impact on the end user’s business use, and the loss of function of the main functional modules of important systems for more than half an hour, requiring immediate measures to deal with question.
Second-level failure
The processing capacity and usability of the product are reduced or deteriorated, which seriously affects and limits the use and maintenance of the application system, or has a relatively large impact on the business use of some end users.
Third-level failure
Product availability is impaired, but most business operations continue as normal.
Fault response time limit #
Depending on the fault level, the response times are as follows:
First-level failure
7 * 24-hour on-duty phone calls, WeChat and other remote methods to respond within 15 minutes, and immediately carry out remote technical support. If the problem cannot be solved, engineers will be sent to the site within 4 hours in the same city.
Second-level failure
7 * 24-hour on-duty phone calls, WeChat and other remote methods to respond within 30 minutes, and remote technical support within 1 hour. If the solution cannot be resolved within 4 hours, engineers will be sent to the site within the next working day.
Third-level failure
5 * 8 hours of hotline, 30 minutes of remote response by telephone or WeChat, and remote technical support within 1 hour. If the solution cannot be resolved within 1 working day, engineers will be sent to the site within the next working day.
Emergency Procedures #
Emergency Failure Response Process #
Service Type #
Working hours (person-day/person-hour)
8 hours/person-day (9:00 ~ 12:00 + 13:00 ~ 18:00), more than 4 hours but less than 8 hours will be counted as 1 person-day, and less than 4 hours will be counted as 0.5 person-day;
If it is more than 0.5 hours and less than 1 hour, it will be calculated as 1 hour, and if it is less than 0.5 hours, it will be calculated as 0.5 hours;
According to the provisions of the labor law, the time outside 9:00 ~ 18:00 and on Saturdays and Sundays is doubled, and holidays and public holidays are tripled;
Annual class
- The time limit for signing the contract shall prevail.
Other #
Before accepting the terms of this SLA, please read the entire content of the terms carefully. If you have any questions about the terms of service, please contact the relevant business department of SphereEx for inquiries.
SphereEx has the right to modify the terms of this SLA. If there is any modification to the terms of this SLA, SphereEx will notify you 15 days in advance by posting on the website or by other means. If you do not agree to the revised SLA, you have the right to stop using the products and services provided by SphereEx, and if you continue to use the products and services provided by SphereEx, it will be deemed that you accept the revised SLA.