Service Level Agreement (SLA)

This Service Level Agreement (the "SLA") outlines the terms under which Smart Choice Enterprise LLC, along with its subsidiary, BinaryPlates (collectively referred to as "BinaryPlates"), will provide maintenance and support for the BlazorPlate software (the "Software") to its Licensees (the "Licensee"). This SLA is an integral part of the End User License Agreement (EULA).

1. Annual Maintenance Plan Subscription

1.1 Overview

The Annual Maintenance Plan provides Licensees with access to the latest updates and releases of the Software on an annual subscription basis, ensuring that your framework remains current with the latest features and enhancements.

1.2 Scope of Updates

This plan includes updates to address:

  • Software performance improvements
  • Newly added features and capabilities
  • Security patches and stability enhancements

1.3 Accessing Updates

Licensees can access the latest releases at any time by logging into our website and navigating to My Orders in their account. From there, the latest version of BlazorPlate is available for download. BinaryPlates will also notify Licensees by email regarding major updates and new releases.

1.4 Eligibility for New Releases

Licensees are eligible to download and use any new releases made available during the active maintenance plan period. After the maintenance plan expires, Licensees retain access to the last version available before expiration.

1.5 Renewals and Expiration

The Annual Maintenance Plan requires annual renewal to continue receiving updates and new releases. Licensees will be reminded of upcoming renewal dates, and timely renewal ensures uninterrupted access to the latest Software advancements.

2. Ongoing Technical Support Plan

2.1 Overview

The Ongoing Technical Support Plan offers lifetime technical support for any inquiries or issues related to the Software. This ensures assistance even after the Maintenance Plan expires.

2.2 Support Coverage

Support will cover the following:

  • General inquiries regarding the Software
  • Technical issues that may arise during installation, configuration, or use
  • Assistance with troubleshooting and resolving errors

2.3 Support Channels

Support will be provided through the following channels:

2.4 Support Hours

Support will be available during the following hours:

  • Email Support: Available 24/7.
  • Live Chat Support: Available Monday to Friday, 9 AM to 5 PM EST.

2.5 Response Times

Response times for support requests will be categorized as follows:

  • Critical Issues: Issues causing complete loss of functionality or production impact, response within 1 hour.
  • High Priority Issues: Significant functionality is impaired, but there is a workaround, response within 4 hours.
  • Medium Priority Issues: Minor issues that do not significantly affect the use of the Software, response within 1 business day.
  • Low Priority Issues: General inquiries or non-urgent issues, response within 2 business days.

2.6 Limitations of Support

BinaryPlates will not be liable for:

  • Any issues arising from third-party software or services.
  • Support for any modifications made to the Software by the Licensee.
  • Issues caused by the Licensee's failure to comply with the EULA.

3. Changes to the SLA

BinaryPlates reserves the right to modify this SLA at any time. Any changes will be communicated to the Licensee through email or via the BinaryPlates website. Continued use of the Software after any such changes shall constitute the Licensee's acceptance of the new terms.

4. Contact Information

For any questions regarding this SLA, please contact us at: info@blazorplate.net