Service Level Agreement (SLA) for Orbi Directory

1. Services Covered

This SLA applies to the following services provided by Orbi Directory:

• Listing and display of taxi drivers/businesses in the directory.
• Paid plan services, including the provision of a dedicated page for businesses.
• Customer support and assistance.

2. Service Availability

We aim to maintain 99.9% uptime for Orbi Directory services, excluding scheduled maintenance or circumstances beyond our control. In the event of an unexpected service outage, we will make every reasonable effort to restore services as quickly as possible.

Scheduled Maintenance

We will notify users at least 48 hours in advance of any scheduled maintenance that may impact service availability. Maintenance is typically performed during off-peak hours to minimize disruption.

Unscheduled Outages

In the case of unscheduled service outages, we will work to restore services within a reasonable timeframe. We will communicate any significant delays or issues to our users via email or notifications on our platform.

3. Support Response Time

We are committed to providing timely and effective support to our users. Our support team is available to assist with any issues or questions regarding your account, listings, or payments.

Support Hours

Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (Local Time)

Response Time

We aim to respond to support requests within 24 hours during business hours. For requests received outside of business hours, we will respond within the next business day.

Support Channels

• Email Support: You can reach our support team at [Insert Support Email].
• Phone Support: You can contact us at [Insert Support Phone Number].
• Help Center/FAQs: Visit our help center for common issues and answers to frequently asked questions.

4. Customer Responsibilities

To help us deliver the best service, you agree to:

• Provide Accurate Information: Ensure that all information provided in your directory listing is accurate, up-to-date, and complete.
• Maintain Access: Ensure that you maintain your account and listing, including keeping your contact information updated.
• Comply with Platform Guidelines: Follow our platform’s terms of use, including our listing guidelines, to maintain your account’s status in good standing.

5. Service Performance Metrics

Orbi Directory is committed to delivering the following performance metrics:

• Availability: We strive to provide 99.9% uptime for our platform each calendar month.
• Response Time for Support Requests: We aim to respond to all support requests within 24 hours during business hours.
• Resolution Time for Critical Issues: We aim to resolve critical issues, such as service outages, within 48 hours.

6. Exclusions

This SLA does not apply to the following situations:

• Force Majeure: We are not responsible for service interruptions caused by events beyond our control, such as natural disasters, acts of terrorism, or third-party service outages.
• User-Related Issues: We are not liable for issues caused by incorrect information provided by users, unauthorized access, or actions taken by users that violate our terms of service.
• Third-Party Services: If your issue relates to a third-party service or payment processor, we are not responsible for resolving issues outside of our platform’s scope.

7. SLA Violations and Remedies

In the event that we fail to meet the service levels outlined in this SLA, we will notify affected users and take appropriate steps to rectify the issue. As our services are non-refundable, no financial compensation will be provided for service level violations.

8. Amendments to SLA

We may amend this SLA from time to time. Any changes will be communicated to users through updates on this page, and the Effective Date will reflect the most recent changes. We recommend that you review this SLA periodically to stay informed about our service commitments.

9. Contact Information

For any questions regarding this Service Level Agreement or if you need support, please contact us:

Orbi Directory