At Aries Star Marketing OPC, we're committed to delivering exceptional service quality and reliability. Our comprehensive Service Level Agreement outlines our commitments and guarantees to ensure your complete satisfaction.
A clear commitment to quality, reliability, and customer satisfaction across all our digital services.
This Service Level Agreement ("SLA") is established between Aries Star Marketing OPC ("Provider") and its clients ("Client") to ensure the delivery of high-quality digital services. This document defines the scope of services, performance standards, responsibilities, and remedies related to the services provided by Aries Star Marketing OPC.
The purpose of this SLA is to:
This SLA covers the following services provided by Aries Star Marketing OPC:
Our SLA applies to all services delivered from our global offices in Asia, Europe, and the Middle East, ensuring consistent quality standards regardless of your location or the delivery team's location.
Aries Star Marketing OPC provides service and support during the following hours:
| Service Type | Standard Hours | Extended Support |
|---|---|---|
| General Support | Monday to Friday, 9:00 AM to 6:00 PM (Client's local time) | Available with Premium Support Package |
| Critical Issue Response | 24/7 for severity level 1 issues | Included in all service packages |
| Planned Maintenance | Weekends, with 72-hour advance notice | Customizable with Enterprise agreements |
For hosted services and applications, we commit to the following uptime guarantees:
Issues are categorized by severity level, with corresponding response and resolution targets:
| Severity Level | Description | Response Time | Resolution Target |
|---|---|---|---|
| Level 1 (Critical) | Service unavailable, severe business impact | 30 minutes | 4 hours |
| Level 2 (High) | Service degraded, significant impact | 2 hours | 8 hours |
| Level 3 (Medium) | Non-critical issue, limited impact | 8 hours | 2 business days |
| Level 4 (Low) | General inquiry, feature request | 1 business day | As agreed |
We measure and report on the following key performance indicators (KPIs):
Performance reports are provided monthly for Premium and Enterprise clients, and quarterly for Standard package clients.
All clients have access to our client portal where they can view real-time status updates, historical performance data, and submit support tickets.
To ensure effective service delivery, the Client agrees to:
If Aries Star Marketing OPC fails to meet the service levels defined in this SLA, the Client may be eligible for service credits according to the following schedule:
| Service Level Breach | Credit (% of Monthly Fee) |
|---|---|
| Availability below guaranteed level by <0.5% | 5% |
| Availability below guaranteed level by 0.5-1% | 10% |
| Availability below guaranteed level by >1% | 15% |
| Response time exceeds target by >100% | 5% |
Service credits must be requested within 30 days of the incident and will be applied to the next billing cycle.
The following situations are excluded from SLA calculations:
This SLA will be reviewed quarterly to ensure it continues to meet business requirements. Any modifications will be communicated to the Client with a 30-day notice period before implementation.
Any disputes regarding this SLA will be resolved according to the dispute resolution process outlined in the Master Service Agreement. Both parties agree to work in good faith to resolve issues promptly.
Beyond meeting the metrics in this SLA, we are committed to continuously improving our services based on client feedback, industry best practices, and technological advancements.
At Aries Star Marketing OPC, we believe a strong SLA is the foundation of a successful partnership. Here's why our approach to service level agreements sets us apart:
We clearly define our service standards and responsibilities, so you always know what to expect.
Our SLA ensures the same high standards across all our global offices in Asia, Europe, and the Middle East.
We track and report on key metrics, providing visibility into our service performance.
Our service credits provide tangible compensation if we don't meet our commitments.
Our commitment to service excellence has earned the trust of clients worldwide.
The response time from Aries Star's support team has been exceptional. When we had a critical issue with our e-commerce platform, they resolved it within hours, minimizing our downtime and potential revenue loss.
CTO, Global Retail Solutions
What sets Aries Star apart is their proactive approach to service. They don't just wait for issues to arise—they actively monitor our systems and often address potential problems before they impact our business.
Operations Director, Emirates Financial Group
The transparency in Aries Star's SLA gives us confidence in our partnership. Their monthly performance reports provide valuable insights, and they've consistently exceeded the uptime guarantees specified in our agreement.
IT Manager, European Healthcare Systems
Common questions about our Service Level Agreement and support processes.
Issues can be reported through our client portal, via email to support@ariesstarmarketing.com, or by calling our dedicated support line. For critical issues, we recommend calling our 24/7 emergency support number.
Our standard support hours are Monday to Friday, 9:00 AM to 6:00 PM in your local time zone. Premium and Enterprise clients receive extended support hours, and all clients have access to emergency support for critical issues 24/7.
Yes, Enterprise clients can negotiate customized SLAs based on their specific business needs. This may include adjusted response times, dedicated support personnel, or specialized reporting requirements.
If we fail to meet our SLA commitments, you may be eligible for service credits. These are calculated as a percentage of your monthly fee and applied to your next invoice. Credits must be requested within 30 days of the incident.
Uptime is calculated as the percentage of time a service is available during a calendar month, excluding scheduled maintenance windows. We use automated monitoring tools that check service availability every minute.
We review our SLA quarterly to ensure it meets current business and technology requirements. Any changes are communicated to clients 30 days before implementation, giving you time to review and discuss any concerns.
Our team is ready to answer your questions and discuss how our service guarantees can support your business objectives.
Contact Our Support Team