Termination Clauses, Contract Term Commitments, Discounts and Hidden Fees
Does your company provide Respond and Resolve Service Level Agreements (SLAs) for support? If so, how can we measure if you are meeting these SLAs? Can we terminate our contract if you do not meet these SLAs? Is there a clause in your contract to allow termination for material breach of support SLAs? What are your standard support hours? Do you offer extended support hours for evenings, weekends, and non-USA regions? Is there a fee for this?
Giva's Answer: Giva provides Respond and Resolve Service Level Agreements (SLAs) for support. We also provide access to reports so that customers can measure our performance. All of Giva's technical support for USA customers is located in the USA with native English speaking personnel.
If Giva does not meet the SLAs on an ongoing basis, customers can terminate for material breach. Since 1999, when Giva was founded, we never had any customers terminate for a material breach of any kind.
Support is available by opening up a service request within Giva. As you complete the service request, the system guides you to answer specific questions. This way we can ask customers for detailed information to more quickly trouble shoot. Often, a customer will receive a phone call back from our technical support team for more clarification or screen sharing. We run a 24 x 7 x 365 technical support organisation based in the USA. We encourage prospects to read our case studies, look at online reviews and speak directly with our customers to ask them about their experience with Giva technical support. Giva will never outsource technical support as we believe that this is a critical core function that we provide to customers and a major differentiator.