Teliqon Legal Information

This Service Level Agreement ("SLA" or "Agreement") describes the terms and conditions under which Teliqon (as defined below) cooperates with its Customers and Authorized User(s) in relation to their exploitation of Teliqon Services (as defined below).

This Agreement does not supersede current processes and procedures unless explicitly stated herein.

1. “Teliqon”, “Company”, “we”, “us”, or “our” - shall mean a legal entity, Teliqon Communications OÜ, established under the laws of Estonia and having its address at Harju maakond, Kesklinna linnaosa, Tuukri tn 19-315, Tallinn, 10120, Estonia. 

2. “Customer” or “You” - shall mean a professional or legal entity that orders Teliqon Services, and is identified in the relevant billing statements and/or invoices as the customer.

3. “Authorized User” - shall mean an individual who is authorized to use Teliqon Services by Customer, on behalf of Customer, and for the Customer’s benefit, being the Customer’s employee, contractor, consultant, agent, or other Authorized representative.

4. “Teliqon Services” - shall mean any and all of the services provided by Teliqon to Customer under this Agreement, in particular, but not limited to services provided via Teliqon Platform or in relation to exploitation of Teliqon Platform.

5. “Teliqon Platform” - shall mean a web platform available upon login into the Account of Authorized User. 

6. “Teliqon Website” - shall mean a website owned or legally possessed by Teliqon available at - https://teliqon.io/. 

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent Teliqon Services delivery to the Customers and Authorized User(s) by Teliqon. 

1. General availability of data centers
   The availability of Teliqon data centers is determined by its suppliers, Amazon Web Services and Hetzner Online, which ensures availability of the data centers of 99.90% as a monthly average. 

2. Communication channels
   Customers and Authorized User(s) may reach the Teliqon support team to report an incident by:

   • - Using email - oi.noqilet@eciffo;

   • - Using Teliqon Platform;

   • - Using chat-bot on Teliqon Website;

     
     
     Support team is available 24/7.

3. Response time
   The response time will start when Teliqon support team receives the corresponding request through the communication channel specified in clause 3.2.
   The standard response time is:
   • 0-8 hours (during business hours) for issues classified as High priority.
   • Within 48 hours for issues classified as Medium priority.
   • Within 5 working days for issues classified as Low priority.
   In case the response requires additional processing time, the Teliqon support team will communicate this to the respective Customer or Authorized User(s), specifying the timelines required for the response provision.
   
   Low priority requests - mean inquiries and requests that cover general inquiries, non-critical feedback, or requests for information that do not hinder operations.
   
   Medium priority requests - mean inquiries and requests that represent problems that are noticeable but not critical to daily operations, meaning they can wait a bit longer for resolution without causing substantial disruption.
   
   High priority requests - mean inquiries and requests which include severe technical outages or incidents that significantly impact business operations. Once an issue is labeled as critical, its resolution becomes crucial to minimize downtime and prevent losses and further disruptions.
   
   The priority level will be determined by Teliqon upon receiving a request from the Customer or Authorized User(s).

1. Limitations of liability as prescribed under Section 13 of the Terms of Service shall apply to this SLA. 

2. Exclusions. This SLA does not apply in case of force majeure circumstances, Teliqon Services interruption due to scheduled maintenance informed by Teliqon in advance, and any misuse of Teliqon Services or violation of Terms of Service that took place on the Customer’s or Authorized User(s)’ end.

This Agreement is valid from the Last reviewed date outlined above and is valid until further update. Teliqon reserves the right to change, modify, and/or update this Agreement, with or without any prior notice to Customers and Authorized User(s).