Service Level Agreement for Blue Elephants Solutions

Last Update: 12. September 2024

1. Introduction
Welcome to Blue Elephants Solutions Pte. Ltd.! We’re offering innovative AI-powered tools and mobile learning solutions that personalize, enhance, and gamify both corporate and individual learning experiences. We believe in creating solutions that are practical and engaging.

This SLA applies to our SaaS products, including Knowledge Empire, Knowledge Gym, AI Conversation Coach, and AI Knowledge Assistant, as well as custom developments and other services we offer.

2. Uptime Commitment
Blue Elephants Solutions is committed to providing 99% service uptime for all our SaaS products, excluding planned maintenance, force majeure events, and issues caused by customer actions.

3. Support and Response Time
We provide customer support via email at contact@blue-elephants-solutions.com during business hours (Monday to Friday, 9:00 AM to 5:00 PM SGT).

  • Response Time: We will acknowledge support requests within 2 business days and aim to resolve technical issues within a reasonable time frame.

4. Maintenance and Updates
We conduct regular maintenance to ensure the stability of our services:

  • Planned Maintenance: We will communicate any planned maintenance at least 48 hours in advance.
  • Emergency Maintenance: In the event of emergency maintenance, we will strive to minimize any disruptions to service.

5. Remedies for Downtime
If our service uptime falls below 99% in a given calendar month, you are eligible to receive a service credit equivalent to 1% of the monthly fee for each full hour of downtime beyond the uptime commitment, up to a maximum of 50% of your monthly fee for the affected service. To receive a service credit, you must submit a written request to contact@blue-elephants-solutions.com within 15 days of the end of the month in which the downtime occurred. Service credits will be applied to your next billing cycle.

6. Limitations
This SLA does not cover service issues caused by customer equipment, third-party services, or force majeure events that are beyond our control.

7. Governing Law and Jurisdiction
These Agreement shall be governed by and construed in accordance with the laws of Singapore, without regard to its conflict of law principles. Any disputes arising out of or relating to this Agreement shall be resolved through binding arbitration under the rules of the Singapore International Arbitration Centre (SIAC).

8. Changes to This Agreement
We may modify the Services, Policies, Terms or Agreements at any time. Any updates will be posted on this page, and we recommend that you check back occasionally to stay informed of any changes. Changes will be communicated by updating the “Last Update” Date at the top of this document. Any significant changes will be communicated through a notice on our website or via email.

9. Contact Information
You can find us at 160 Robinson Rd, #14-04, Singapore 068914, reach us by phone at +65 9821 7914, or contact us via email at contact@blue-elephants-solutions.com.

 

 

 

Other relevant Terms, Agreements and Policies: