Version: 2.0 - Feb 2024

Introduction

At Warp VR, we believe in the importance of maintaining our applications, which are used daily by our customers and trainees. We offer a service level agreement (SLA) that outlines how we manage changes, updates, questions, and incidents. This document provides a detailed explanation of our SLA.

Incident Management

We prioritize efficient and swift resolution of incidents. Our process is designed to ensure transparent communication and effective solutions. Here's our approach:

1. Incident Reporting: Customers can initiate the resolution process by reporting an incident via email at [email protected] or using the chat feature on our website.
2. Priority Assessment: We work with the customer to assess the incident's priority, enabling us to strategize and potentially resolve multiple tickets in one release.
3. Preliminary Investigation: Our team conducts an initial investigation to identify the incident's root cause, providing an early explanation and an estimated resolution timeline. If possible, a temporary workaround is also provided.
4. Incident Resolution: We start the resolution process, keeping the customer updated on our progress through regular communications.
5. Ticket Closure: Upon incident resolution, we inform the customer and seek their consent to close the ticket.

This process ensures each incident receives the necessary attention, keeping our customers informed and engaged throughout.

Incidents are classified as Critical, High, or Normal based on the disruption degree and the number of impacted users. We commit to the following response times for each priority level:

• VR scenario(s) can't be created or published impacting nearly all users.
• There is no workaround available. | 1 hour | Monday-Friday, 09.00-17.00 (CET) | | High | - VR scenario(s) are nearly inoperable impacting a significant number of users.
• VR scenario(s) creation can be delayed, impacting a significant number of users.
• A workaround may be available. | 2 hours | Monday-Friday, 09.00-17.00 (CET) | | Normal | - System is usable, but a bug report, information request, or routine task is needed. | 24 hours | Monday-Friday, 09.00-17.00 (CET) |

For Critical incidents, we strive to resolve the issue as soon as possible, even if it requires working beyond regular hours. This may also necessitate customer availability for incident input after regular work hours.

Please note that Warp VR cannot guarantee specific resolution times as the incident nature can vary significantly. For instance, a server issue might be resolved within minutes, while a geographical network problem could take longer.

Regardless, our goal is to resolve incidents as quickly as possible, keeping customers updated on our progress, with multiple updates per day if necessary.

Device and Application Support

We understand the importance of a reliable VR training application for our customers. To ensure this, we commit to the following: