Service Level Agreement: SLA

The service level agreement (SLA) in this context is a mutual agreement between the service provider, "House of Dev Technology Co., Ltd.," and the service recipient, "the customer," to define the quality levels of service as follows:

Service

Sales and Accounting Departments

  • Customers can contact our customer service representatives at 099-414-6776 during business hours, Monday to Friday, from 10:00 AM to 6:00 PM. Alternatively, you can reach us via Line: @VERSCAN or email at service@verscan.com 24/7. Customers will receive a response from our customer service team within 12 hours during business hours

Log Storage

  • The daily data backup depends on the specific service package chosen by each user, which may vary

  • Log data is stored by the Computer Crime Act of 2007 for a period of 90 days

  • Technical Support: For technical support inquiries and issues arising from our system

    • customers can contact us at 099-414-6776 during business hours, Monday to Friday, from 10:00 AM to 6:00 PM

    • from 10:00 AM to 6:00 PM, or through Line: @VERSCAN or email at service@verscan.com 24/7. Customers will receive a response from our technical support team within 12 hours during business hours.

    • Immediate System Corrections: In cases where immediate system corrections are required due to potential business impact, issues affecting a wide range of users, inability for users to resolve specific issues, or any impact on data confidentiality or integrity (e.g., unauthorized access, security breaches, data loss, data leaks, etc.), customers can contact us at 099-414-6776, 24/7, both during and outside business hours.

  • Technical Issue Resolution Guarantee: VERSCAN guarantees the resolution of technical issues within approximately 24 hours, under the condition that the issue is clearly defined by the user and does not vary significantly in terms of root causes and problem specifics among different users.
  • Service-Related Notifications: To expedite service-related notifications or actions, customers can contact us via telephone, except for specific cases that require email confirmation, such as file or website data deletion, or any other cases at the discretion of the service provider. Information related to services will be sent to registered email addresses or authorized personnel only.