What is an SLA?

A service level agreement (SLA) is a documented agreement between a service provider and a client that identifies both the services required and the expected level of service.

Overview

Effective Date: 01/03/2021
Last Review: 13/02/2025
Next Scheduled Review: 01/03/2026

This Service-Level Agreement, effective as of March 1, 2021,  is made by RedTrack.io and between RedTrack.io and its clients.
RedTrack.io cares about all clients and tries to do its best to maintain an excellent service level. This document aims to make the interaction with clients most effective to deliver service always on time.
Here, you will find the terms and conditions for the system availability, all types of additional services we provide, and the types of interactions available with the service provision terms.

Definitions

Client – any RedTrack.io paid client;
Service Specialist – RedTrack.io Customer Care or Development Specialist;
Activation – the process of helping a client to start using our product and receive the first results to scale his business;
Feature implementation – the process of implementing a feature not currently available in the app;
Reasonable availability – evaluate the risks and be available if anything urgent happens or if immediate assistance is required, provide all the necessary information;
Service Packages – a combination of features included in a subscription;
Expected first response –  a response/resolution to the client’s query or the ETA provision if the issue requires more investigation. Does not include the auto-response, it is the first interaction with a real specialist;
Expected processing time – the time we take to start working on the request and perform the initial investigation;
Expected response/resolution  – either a response/resolution of your case or the ETA for the resolution;
Downtime – is the overall number of minutes RedTrack.io was unavailable during a quarter (i.e., February 1 through April 30 and every three months);

Service scope

This Agreement covers the following Services:

•  Product
•  Client Support

Service agreement

Product: downtime

RedTrack.io calculates unavailability using server monitoring software to measure the server-side errors, ping test results, web server tests, and website tests.

Downtime excludes the cases:

• Slowness or other performance issues with individual features (custom scripts used on the page, “heavy” pages, additional redirects, apps, and plugins used);
• Issues that are related to external apps or third parties (slow internet connection, “heavy” applications open, various browser extensions);
• Any features identified as beta or similar;
• Scheduled downtime for releases;

Product: uptime commitment

Uptime is the percentage of total possible minutes RedTrack.io was available during a quarter.

Product: scheduled downtime

Sometimes, we need to perform short maintenance for a release to keep RedTrack.io working smoothly and have all the useful features you may need.

The downtime period is up to 10 seconds in that case, and it does not affect tracking.

Urgency levels and priority for Client Support Service

Business Hours

Monday to Friday, 8:00 AM to 12:00 AM (GMT+3)

Live Chat Support (Standard)

The live chat service was created for quick question resolutions: something fast or extremely urgent (for us to react as fast as possible). It’s 1-line support.

In live chat support, we do not fully cover the funnel setup, onboarding/funnel activation, complex integrations, or script implementation as they require additional time and the involvement of several specialists.

These kinds of questions are to be addressed to the 2-line support, which includes deeper technical assistance and more time to check.

Email Support (Standard)

This service covers all types of questions and is available any time of the day, any timezone. That means you can write anytime, we will receive your request and put it in a queue. If it is out of business hours, the first specialist will start processing it as soon as the business hours start.

Email support covers mostly all requests from clients who do not have a live chat included in the subscription but can be used by any paid client. The requests are grouped by the priority accordingly.

The processing of email inquiries is as follows: we prioritize the request (impact + subscription + urgency defined by a client) and address it to an appropriate department or specialist. The higher the priority we define, the faster the processing is.

2-line Support (Extended)

This service covers more technical requests that require a deeper investigation and/or are time-consuming. The 1-line Support can address these kinds of questions to the tech team upon the complexity evaluation and upon informing the client.
The 2-line Support can be provided in a live chat, email or messenger if the client prefers this way of communication.

The expected processing time is the same as for the Email Support.

If it is out of business hours, the specialist will start processing it as soon as the business hours start.

Funnel Activation Assistance

It’s a standard account activation provided by our technical specialists for our clients.

We do understand RedTrack is not plug-and-play software and can help you to start so you can see the value of the product. Activation services available vary depending on your subscription package and the particular use case.

Terms of activation are defined individually after the setup evaluation with our specialist.

Personal Account Manager

Your personal manager will guide you through the product, be available to answer any questions afterwards, provide advice on the best platform usage, and escalate any of your issues with a higher priority.

A personal manager is available from 10:00 AM to 7:00 PM, Monday to Friday (either GMT+3 or GMT-3). The request resolution time depends on the complexity (deep analysis, check, dev team involvement, etc.) and is provided individually.

Responsibilities

RedTrack.io Responsibilities

• Meeting response and resolution times associated with service-related requests;
• Reasonable availability of a Specialist when solving a request;
• Act as a primary provider of services if possible;
• Inform a client regarding scheduled and unscheduled service outages due to maintenance, troubleshooting, and disruptions;
• Inform a client regarding new feature releases;

Client Responsibilities

• Payment for all product costs at the agreed interval;
• Reasonable client representative(s) availability when resolving a service-related request (by mail, in a chat, for a call);
• Provide all necessary information and assistance related to the issue that allows RedTrack.io to meet the performance standards and keep the service level high;
• Timely inform RedTrack.io regarding changing business requirements that may necessitate a review, modification, or amendment of the SLA;

Exceptions and limitations

This SLA is subject to the following exceptions and special conditions:

• RedTrack.io provides the service within the agreed period, depending on the service level included/obtained;
• RedTrack.io will act as a primary service provider of the agreed services except when third-party vendors are employed, who shall take appropriate service support responsibilities accordingly;
• For the cases when a third-party tool support team involvement is required, SLA is extended accordingly;
• RedTrack.io may not be liable for the payment reimbursement for service impact in cases where the service setup was done without RedTrack.io Specialist involvement;
• Response to requests can be delayed outside of business hours, during the weekends and holiday season;
• Response to high and critical-level requests can be delayed for up to 24 hours outside of business hours, during the weekends and holiday season;
• Requests for the client’s special arrangements may be re-evaluated and fulfilled as per the pricing structure specified in Service Packages;