Purpose of the Service Level Agreement (SLA)

At ParqEx, our commitment to excellence drives every aspect of our business. The Service Level Agreement (SLA) embodies this dedication, ensuring that we consistently deliver top-notch services to our esteemed clients. The primary purpose of this SLA is to:

  1. Define Expectations: Clearly outline the services we pledge to provide, detailing the specific standards and benchmarks we strive to achieve.
  2. Build Trust: Reinforce our commitment to reliability and transparency by documenting our promise to you.
  3. Facilitate Evaluations: Offer measurable criteria that can be used to assess our performance, ensuring that we consistently meet or exceed your expectations.

Who is This Service Level Agreement (SLA) For?

This SLA is intended for our clients, partners, and stakeholders. Whether you are a long-standing customer or a new business considering our services, this document will give you a comprehensive understanding of what to expect from our team.

When Does This Service Level Agreement (SLA) Come into Play?

The SLA is activated as soon as our collaboration begins. Whether it’s the onset of a project, the launch of a service, or the commencement of a partnership, our SLA stands as a testament to the quality and consistency you can expect from us. It acts as a reference point throughout our engagement, guiding service delivery and facilitating discussions or adjustments if necessary.

Service Level Agreement (SLA) by Product

ParqEx ProductService Level Agreement (SLA)DescriptionDowntime
Marketplace24 x 7 x 365 online support24x7x365 technical phone support is available. Customers will receive communication via Email/Phone/SMS/System Notification from a tier 2 or tier 3 engineer within 2 hours of ticket submission.NBD Parts are guaranteed to arrive before noon on the next business day. The onsite Engineer will install replacements.Any period of time when end users are unable to login to their environment.     Downtime does not include Scheduled Downtime, the unavailability of Service add-on features, or the inability to access the Service due to your modifications of the Service.
Access+24 x 7 x 365 online support + next business day (NBD) Parts Replacement Support / Onsite Support24x7x365 technical phone support is available. Customers will receive communication via Email/Phone/SMS/System Notification from a tier 2 or tier 3 engineer within 2 hours of ticket submission.NBD Parts are guaranteed to arrive before noon on the next business day.The onsite Engineer will install replacements.Any period of time when end users are unable to use the ParqEx Access+ system to operate the access point.   Downtime does not include Scheduled Downtime, the unavailability of Service add-on features, or the inability to access the Service due to your modifications of the Service.
License Plate Reader (LPR)24 x 7 x 365 online support + next business day (NBD) Parts Replacement Support / Onsite Support24x7x365 technical phone support is available. Customer will receive communication via Email/Phone/SMS/System Notification from a tier 2 or tier 3 engineer within 2 hours of ticket submission.Any period of time when end users are unable to use the ParqEx Access+ system to operate the access point.   Downtime does not include Scheduled Downtime, the unavailability of Service add-on features, or the inability to access the Service due to your modifications of the Service.
Enforcer24 x 7 x 365 online support24x7x365 technical phone support is available. Customers will receive communication via Email/Phone/SMS/System Notification from a tier 2 or tier 3 engineer within 2 hours of ticket submission.Any period of time when end users are unable to login to their environment.     Downtime does not include Scheduled Downtime, the unavailability of Service add-on features, or the inability to access the Service due to your modifications of the Service.
Admin24 x 7 x 365 online support24x7x365 technical phone support is available. Customers will receive communication via Email/Phone/SMS/System Notification from a tier 2 or tier 3 engineer within 2 hours of ticket submission.NBD Parts are guaranteed to arrive before noon on the next business day. The onsite Engineer will install replacements.Any period of time when end users are unable to login to their environment.     Downtime does not include Scheduled Downtime, the unavailability of Service add-on features, or the inability to access the Service due to your modifications of the Service.

In Conclusion

Our Service Level Agreement is not just a document—it’s a promise. It represents our unwavering dedication to your success and satisfaction. As you read through this agreement, please know that behind every clause and commitment is a team of dedicated professionals eager to serve and support your needs.

Thank you for choosing ParqEx. We look forward to upholding the standards outlined in this SLA and fostering a fruitful relationship.