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Service Level Agreement

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Introduction

At Nibelung.ai, we are committed to ensuring the stability, reliability, and performance of our product. This Service Level Agreement outlines the terms of our technical support and communication channels available to our clients.

Support Availability

Our support team is available Monday to Friday, from 10:00 to 19:00 CET (Central European Time), excluding public holidays.

Support Channels

We provide technical support and consultation through the following channels:

1. Email: support@nibelung.ai
2. Telegram: Available for critical issues

Response Times

a. Critical Issues

These include problems that affect the core functionality of the Nibelung.ai product (such as search engine failures, major system errors, or critical performance degradation).

• Response Time: Within 4 hours during business hours
• Support Channels: Email and Telegram
  

b. General Inquiries

These include questions related to the search functionality, configuration assistance, minor bugs, or general usage.

• Response Time: Within 24 hours during business hours
• Support Channel: Email

Limitations

This SLA applies to issues related strictly to the core product functionality. Custom integrations, third-party service issues, or client-side modifications are not covered under this SLA and may require a separate agreement.

Your Rights

1. Access and Correction: You have the right to access and correct your personal information held by us. You may contact us to request access to or correction of your personal information.
2. Opt-Out: You have the right to opt-out of receiving marketing communications from us. You can do this by following the unsubscribe instructions in our emails or by contacting us directly.