Service Level Agreement (SLA)

1. Purpose

This Service Level Agreement (SLA) outlines the level of service you can expect from Direct Rate Technologies LLC (“Company,” “we,” “us,” or “our”). It defines our commitments regarding service availability, support, and performance to ensure a reliable and satisfactory experience for our clients.

2. Service Availability

We strive to provide uninterrupted access to our services. Our commitment includes:

  • Uptime Guarantee: We guarantee 99.5% uptime for our platforms and tools, excluding scheduled maintenance and unforeseen circumstances.
  • Maintenance: Scheduled maintenance will be communicated to you at least 48 hours in advance and will typically occur during off-peak hours to minimize disruption.

3. Support Services

We offer dedicated support to assist you with any issues or questions. Our support services include:

  • Support Hours: Our support team is available 24/7 to address technical issues and provide assistance.
  • Response Times:
    • Critical Issues: We will respond within 1 hour and work to resolve the issue as soon as possible.
    • Non-Critical Issues: We will respond within 4 hours during business hours.
  • Contact Methods: You can reach our support team via email, phone, or through our online support portal.

4. Performance Standards

We are committed to delivering high-quality services. Our performance standards include:

  • System Performance: Our platforms are designed to handle high volumes of data and transactions efficiently.
  • Data Accuracy: We ensure that rate updates, inventory management, and other data-related processes are accurate and up-to-date.
  • Security: We implement industry-standard security measures to protect your data and ensure compliance with relevant regulations.

5. Issue Resolution

If you encounter any issues with our services, we will follow these steps to resolve them:

  1. Logging the Issue: Report the issue to our support team with detailed information.
  2. Investigation: Our team will investigate the issue and provide updates on the resolution process.
  3. Resolution: We will work diligently to resolve the issue within the agreed timeframes

6. Exclusions

This SLA does not cover issues caused by:

  • Factors outside our control, such as internet outages or third-party service failures.
  • Misuse or unauthorized modifications of our services by the client.
  • Scheduled maintenance or upgrades communicated in advance.

7. Client Responsibilities

To ensure optimal service delivery, you agree to:

  • Provide accurate and complete information when reporting issues.
  • Follow our guidelines and recommendations for using our services.
  • Notify us promptly of any changes that may affect service delivery.

8. Compensation for Downtime

If we fail to meet the uptime guarantee specified in this SLA, you may be eligible for compensation, such as a credit or discount on future services. The amount of compensation will be determined based on the severity and duration of the downtime.

9. Amendments

We reserve the right to update or modify this SLA at any time. Any changes will be communicated to you in advance, and your continued use of our services constitutes acceptance of the revised terms.

10. Contact Information

For any questions or concerns regarding this SLA, please contact us at:

Direct Rate Technologies LLC
Sharjah Media City (Shams),
Al Messaned, Al Betaeh,
Sharjah, United Arab Emirates
Phone: 0097150 3573532
Email: rejnu@metahotels.ae