Want To Learn More?
Leave us a message, and we'll set up a demo for you!
This policy is effective as of 22 OCTOBER 2022
Last updated: 18 JUNE 2024
ClimateTab is a subsidiary of Three Pillars Consulting. This Service Level Agreement ("SLA") describes the service commitments ClimateTab provides to Customers using the ClimateTab website and software located at https://climatetab.com/app ("Software"). This SLA is incorporated into, and forms part of, our Terms of Service (General). Capitalized terms not defined in this SLA have the meaning given to them in the Terms of Service (General).
This SLA describes target service levels only. Except as expressly stated in this document, it does not modify the disclaimers, warranty exclusions, or limitations of liability set out in the "Liability" section of our Terms of Service (General).
This policy is effective as of 22 OCTOBER 2022
Last updated: 18 JUNE 2024
ClimateTab will use commercially reasonable efforts to maintain Platform availability of at least 99.5% during each calendar month ("Uptime Target").
The following are excluded when calculating availability and Platform downtime:
ClimateTab classifies support requests into the following severity levels and targets the corresponding first-response times during business hours Sunday–Friday, 8:00 AM to 5:00 PM Gulf Standard Time (GST):
| Severity | Definition | Target First Response |
|---|---|---|
| Critical | The Platform is unavailable, or a core function is unusable for all or substantially all users. | 4 hours |
| High | A major feature is degraded or unavailable for a significant number of users, with no reasonable workaround. | 8 business hours |
| Normal | A minor issue, an issue with a reasonable workaround available, or a general question. | 2 business days |
Support requests may be submitted to support@climatetab.com. ClimateTab will assign a severity level to each request based on the definitions above; Customers may request reclassification as described under "Incident Escalation Procedure" below.
If a support request is not acknowledged within its target first-response time, or if a Customer believes a request has been misclassified, the Customer may escalate the request by:
Escalated requests will be reviewed by a senior member of the ClimateTab support team within 4 hours of escalation, who will confirm the severity classification and provide a status update.
Resolution time depends on the nature and complexity of the issue. ClimateTab targets the following timeframes for resolution or provision of a workaround, measured from the time a request is classified:
| Severity | Target Resolution |
|---|---|
| Critical | 24 hours |
| High | 3 business days |
| Normal | 5 business days |
These timelines are targets and not guarantees. Some issues, particularly those originating from third-party infrastructure providers or requiring Customer input, may take longer to resolve.
Customers may report a service issue or support request at any time by:
If you believe a service issue involves unauthorized access to, or loss of, Customer or personal data, please report it immediately using the contact details above. Security incidents are handled under the notification process described in our Terms of Use (Customer Data) and Privacy Policy, rather than under the general support timelines above.
This SLA describes operational service targets. It does not create, and should not be read as creating, any warranty regarding the Software beyond the specific commitments stated above. The disclaimers and limitations of liability in the "Liability" section of our Terms of Service (General) continue to apply in full, except to the extent they are expressly modified by this SLA.
ClimateTab reserves the right to review and amend this SLA at our sole discretion, in the same manner described for amendments in our Terms of Service (General). We will update this page when changes are made. If changes are significant, we will notify Customers via email or through the Software.
This SLA is governed by and construed in accordance with the laws of Oman, consistent with our Terms of Service (General).
For any questions or concerns regarding this SLA, you may contact us using the following details:
ClimateTab Support Team
support@climatetab.com
Let us know if you would like to speak to one of our specialists.
If you didn't find what you needed, these could help!
Your conversations with 3AI will appear here.
