Service-level agreement

 

Again, we would like to thank you for choosing Nimble. Our commitment is to provide you with high-quality, reliable, and consistent data and service so you can gain useful insights and improve your business decisions.

In this section, we briefly introduce the Operations team so you can get a sense of what to expect, who to contact for support, and more.

 

1. The team’s responsibilities

As part of our commitment to you, we offer the following:

• Our customer and technical support team is available six days a week.

• We respond to your support requests quickly while adhering to our service-level agreements.

• Proactively identifying issues and offering you a solution.

• Data quality, on-time delivery, and other metrics can be tracked customarily for your task.

• Clear expectations about the resolution.

• Flexibility with different service level agreements based on your requirements.

• Performance reports that provide insights into the service’s value based on our service agreement

• When a critical component fails, have full-time team resources allocated to it.

 

2. Alignment of service expectations

We’ll make sure your data gets to you on time. In some cases, however, we may not be able to resolve your requests in a timely manner due to circumstances beyond our control.

 

3. System uptime guarantee

99.9% system uptime.

4. Issue monitoring and notifications

As soon as we identify an issue with Nimble’s services, we will send an alert on our shared Slack channel/email.

In the event of a resolution of an issue, Nimble will notify you once the issue is resolved.

5. Issue response and resolution times

 

 

5. Compensation

A full refund or credit will be issued in proportion to the downtime.