Support Service Level Agreement (SLA)
Effective Date: 01.05.2025
Applies to: DeskCamera Baltic OU, Estonia
Contact: [email protected] | https://helpdesk.deskcamera.com
- Overview
This Support Service Level Agreement (“SLA”) outlines the scope, response times, and service levels provided by DeskCamera Baltic OU (“DeskCamera”) to users of its software products. This SLA is a supplementary part of the Terms of Use and applies to all support interactions.
- Support Channels
DeskCamera provides technical support through the following channels:
- Email: [email protected]
- Helpdesk Portal: https://helpdesk.deskcamera.com
- Live Chat: Available on https://deskcamera.com
- Call Booking: https://deskcamera.com/appointment
- Support Hours
Support services are available Monday to Friday, from 10:00 to 20:00 EET (Estonia time). Critical issues are addressed outside business hours, including weekends and public holidays.
- Ticket Priority Levels and Response Times
| Priority | Description | Initial Response Time |
| Low | General questions, license issues, documentation | Within 48 hours |
| Medium | Minor bugs or non-critical issues | Within 24 business hours |
| High | Major functionality affected but system operational | Within 12 business hours |
| Emergency | Complete system outage, security threat, loss of access | Within 8 hour |
DeskCamera reserves the right to reclassify ticket priority based on actual impact and severity.
- Commitments and Limitations
– This SLA guarantees initial response times, not resolution times.
– DeskCamera does not provide infrastructure, cloud services, or access to user systems and cannot be held responsible for end-user system failures.
– Financial compensation is not provided under this SLA.
– DeskCamera does not guarantee service uptime or uninterrupted product operation.
- Ticket Retention Policy
Support inquiries and related logs are stored securely for a period of 180 days for quality assurance, internal analysis, and compliance purposes. Users may request deletion of their personal data at any time via https://helpdesk.deskcamera.com.
- Data Privacy & Compliance
DeskCamera processes user data in accordance with the EU General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA).
– No access to user systems or surveillance data is possible.
– All submitted support data is treated confidentially and stored securely.
– Users can submit data deletion or access requests via the support portal.
- SLA Modifications
DeskCamera reserves the right to update this SLA. Any significant changes will be communicated via email or platform notification.