TrueEngage Service Level Agreement
Standard 24/7 and Premium 24/7
Version 3.5 – October 2025
This Service Level Agreement (“SLA”) defines service availability, support levels, escalation procedures, and remedies applicable to TrueEngage Services.
This SLA applies only when the Customer or Partner has an active paid subscription for TrueEngage services.
1. Term and Eligibility
This SLA becomes effective on the start date of the Customer’s active paid subscription and remains in force until the subscription’s termination or expiration.
It does not apply during free trials, evaluation periods, or any suspension due to non-payment.
2. Definitions
- Available / Availability: The TrueEngage platform is operational and accessible for authorized use, excluding Exclusions listed in Section 9.
- Downtime: Any period during which the TrueEngage platform is not Available for fifteen (15) or more consecutive minutes.
- Incident: An unplanned interruption, performance degradation, data breach, or platform malfunction.
- Resolution: Restoration of normal service operation or confirmation that security and data integrity have been fully restored.
- Scheduled Maintenance: Planned downtime for upgrades or maintenance, notified in advance.
- Service Credit: Financial credit applied to the Customer’s account as compensation for SLA breaches.
- Customer: The organization using TrueEngage services under a valid, active paid subscription.
- Partner: An organization reselling or integrating TrueEngage services.
- Force Majeure: Events beyond TrueEngage’s reasonable control, including natural disasters, war, strikes, or power outages.
3. Customer Responsibilities
To ensure SLA performance, the Customer shall:
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Maintain proper configuration and secure access to TrueEngage systems.
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Provide timely information and cooperation during incident investigation.
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Submit support requests through authorized contacts.
Failure to do so may delay response or resolution times.
4. Support Tiers
| Tier | Description |
|---|---|
| Standard 24/7 | 24/7 incident support for production systems, including access to the TrueEngage Support Portal and technical assistance. No configuration hours or credit remedies. |
| Premium 24/7 | Includes all Standard benefits plus: (a) a monthly package of configuration support hours, (b) coverage for custom configurations and integrations, and (c) SLA service credits if uptime or resolution targets are not met. |
Summary of Key Distinctions
| Feature | Standard 24/7 | Premium 24/7 |
|---|---|---|
| Support Coverage | 24/7 Incident Support | 24/7 Priority Support |
| Configuration Assistance | — | 10 hours/month |
| Custom Configurations & Integrations | Not covered | Covered |
| SLA Credits | — | Yes (Uptime + Resolution) |
| Reporting | — | On request |
| Response SLA | Same | Same |
| Escalation | To CSM | To CSM Director → CTO |
| Account Management | AE + CSM | AE + CSM |
| Fee Model | Included / base plan | Paid Add-On |
5. Premium Configuration Assistance
Premium Customers receive up to 10 hours per month of configuration or advisory assistance beyond standard incident resolution.
Unused hours do not carry over. Additional hours may be purchased on a time-and-materials basis.
Examples include:
- Setup of contact options, widgets, or other digital touchpoints
- Routing configuration and optimization
- Assistance with TrueEngage APIs
- Genesys Cloud integration and configuration
- Platform optimization and deployment assistance
- Configuration review and recommendations
Important: Any custom configurations, integrations, or bespoke deployments (including customer-specific routing, scripts, APIs, or connectors) are only covered under Premium 24/7 Support.
Requests for assistance with such configurations fall outside the Standard tier.
6. Severity Levels
| Severity | Description | Examples |
|---|---|---|
| Critical | Complete or near-total service outage, confirmed data breach, or any event severely impacting production use with no available workaround. | Full platform unavailability; mass call or video failures; confirmed or suspected data breach; severe data access issues. |
| High | Significant degradation or loss of a major feature with limited workaround, including inability to reconfigure or update settings in the Management Panel. | One contact channel unavailable; persistent voice/video quality degradation; Management Panel unresponsive for configuration updates. |
| Low | Minor issues or cosmetic defects with minimal user impact. | UI glitch; isolated user error; configuration question. |
Note: Critical tickets apply only to production instances of TrueEngage. Issues on staging, test, or sandbox environments are classified as High or Low based on impact.
7. Response and Resolution Commitments
Response and resolution times are identical for both Standard and Premium 24/7 tiers.
Times are measured from when a valid support ticket is received and classified.
| Severity | Initial Response | Update Frequency | Resolution Target (90% of cases) |
|---|---|---|---|
| Critical | 15 minutes | Every 1 hour | 4 hours |
| High | 1 hour | Every 2 hours | 12 hours |
| Low | 8 hours | Every 24 hours | Best effort |
8. Uptime Commitment (Premium Only)
TrueEngage commits to 99.9% monthly uptime, measured per calendar month.
Availability = (Total Minutes – Downtime Minutes) / Total Minutes × 100.
Downtime excludes Exclusions in Section 9.
Service Credits (Premium Only)
Premium Customers are eligible for Service Credits based on either Uptime or Resolution Performance, whichever applies.
a. Uptime-Based Credits
| Monthly Availability | Service Credit |
|---|---|
| < 99.9% | 15% of monthly subscription fee |
| < 99.0% | 20% of monthly subscription fee |
| < 98.0% | 25% of monthly subscription fee |
b. Resolution Target Credits
If TrueEngage fails to meet the Resolution Target for more than 10% of Critical or High severity incidents in a given month,
the Customer is entitled to the following credit, based on the average delay:
| Average Resolution Delay | Service Credit |
|---|---|
| 0–25% beyond target | 15% of monthly subscription fee |
| 26–50% beyond target | 20% of monthly subscription fee |
| >50% beyond target | 25% of monthly subscription fee |
Credits are applied to future invoices, have no cash value, and are capped at 100% of the affected service’s monthly fee.
Measurement and Verification:
Uptime and resolution metrics are monitored through internal systems and verified against support logs.
Metrics are calculated per regional instance and may be reviewed upon request.
9. Exclusions
Service downtime or performance degradation directly caused by Genesys Cloud or Microsoft Azure service unavailability, latency, or performance issues does not count toward TrueEngage’s SLA commitments.
10. Force Majeure
TrueEngage shall not be liable for delays or failures caused by events beyond its reasonable control, including natural disasters, acts of government, labor disputes, utility or internet failures, or other force majeure events.
Dependencies on Genesys Cloud and Microsoft Azure are excluded from SLA calculations per Section 9.
11. Service Credit Procedure
- Open a ticket titled “SLA Claim” within 30 days of the affected month.
- Include outage times, duration, or ticket references.
- Cooperate with TrueEngage’s validation and investigation.
Approved credits are issued within 60 days and applied to future invoices.
12. Incident Reporting & Escalation
Primary Channels:
- Support Portal: https://support.trueengage.com (preferred and required where available)
- Email: support@trueengage.com (only if the Support Portal is unavailable)
- Emergency Hotline (Critical only): +48 22 307 87 96
Each customer is assigned an Account Executive (AE) and Customer Success Manager (CSM) for account and technical coordination.
Escalation Path:
- Support Engineer (initial ticket)
- Customer Success Manager (CSM)
- CSM Director
- CTO (upon CSM Director escalation or customer request)
Data Breach Escalation:
Confirmed or suspected data breaches are immediately escalated to the CSM Director and CTO and handled per TrueEngage’s Incident Response Policy and Data Processing Addendum (DPA).
13. Scheduled Maintenance and Planned Service Changes
- Performed during low-traffic hours, typically weekends and nights, on the respective regional instance (US, Europe, or Asia).
- Minimum 48 hours’ notice for maintenance affecting availability.
- Maintenance windows limited to 2 hours unless otherwise agreed.
- TrueEngage will provide at least 7 days’ notice for planned service changes that may affect APIs, authentication, or integrations.
14. Reporting and Review
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Reporting is available only to Premium 24/7 Customers and provided on request.
Reports may include uptime, incident summaries, and SLA credit performance.
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TrueEngage reviews this SLA annually and notifies Customers at least 30 days before any material modification.
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No SLA changes apply retroactively or mid-term unless mutually agreed.
15. Limitations of Liability
- Customer’s exclusive remedy for SLA non-compliance is limited to Service Credits under Section 8.
- TrueEngage shall not be liable for indirect, incidental, or consequential damages, including loss of profit or revenue.
- Downtime or delays caused by Genesys Cloud or Microsoft Azure do not constitute service unavailability under this SLA.