Learner and Customer Support Service Level Agreement
Voxy has two main support channels: one dedicated to customers and another dedicated to learners.
Support channels and resources for customers:
Partner Help Center: https://voxypartner.zendesk.com/hc/en-us
Email: partner.support@voxy.com
Support channels and resources for learners:
Learner Help Center: http://support.voxy.com
Email: support@voxy.com
Voxy’s team will make all reasonable efforts to achieve the following service targets:
| Request type | Request description | Target Reply Time* | Target Resolution Time |
| Learner support | Helping learners with general questions, study tips, issues. | 12 business hours | n/a |
| Customer support | Sending general questions, reporting of non-expected platform behavior on web and/or mobile apps, and feature requests** | 8 business hours | n/a |
| Platform configurations | Creating new feature groups, creating new Command Center accesses, registering/updating learners (when applicable) | n/a | 2 business days |
*Support teams are located in Brazil (GMT-3), Europe (GMT+2) and Asia (GMT +5) and they follow local public holidays calendars.
**Bug fixes, improvements and feature requests will be evaluated and prioritized against Voxy’s current product roadmap. However, we are not able to guarantee target response or resolution times for such requests.
Ongoing Support Model – Customer Success
1. Dedicated Customer Success Manager (CSM)
The Customer Success Manager (CSM) will be the customer’s primary point of contact at Voxy. The CSM acts as a business consultant and as a specialist in the field of digital education. They will guide the customer through the implementation phase and share best practices with the goal of providing the customer with all necessary tools to reach their goals with Voxy.
2. Implementation Consultation
After the contract signature, the customer will be introduced to their CSM during an official Kickoff Meeting. Together, the CSM and the customer will plan the steps required for program launch, which may or may not include pedagogy consultancy, platform set up, student presentations, and additional training.
3. Ongoing Support
After a program is officially launched, the CSM will monitor the customer’s student behavior, progress, and engagement trends regularly. The CSM will also schedule regular Business Review Meetings, during which the customer and CSM will discuss the status of the English training program and the CSM will help the customer define any necessary next steps to ensure the company’s business goals are achieved.
Technical SLAs – Platform Service Level Agreement
Coordination. Company will be responsible for coordinating all incident isolation, testing and repair work. During the incident isolation and troubleshooting process, Company will communicate incident resolution progress with Customer and escalate its problem resolution efforts using reasonable efforts to resolve.
Security Company will communicate any known security breaches which divulge internal information within 24 business hours (Eastern USA Time)
Uptime Commitment. Company will provide a 99.5% up-time (“Service Threshold“) for the Product. Service Threshold calculations will exclude Planned Outages. Compliance with the Service Threshold will be measured on a calendar month basis.
Outages. “Outage” is defined as the number of minutes during which the products are not available to all end users and does not include Planned Outages as described below.
SLA Exclusions. Company will not be responsible for any Outage that is attributable to a force majeure event, for example regional or national internet outages including Customer API calls that exceed 5000 per 5 minutes. Company will not be responsible for any outage that results from customer equipment or software outside of Company direct control. Company will not be responsible for any damages, loss or delays caused by any failure of Customer to deliver elements or assistance to be provided by Customer to Company on a timely and commercially acceptable basis.Company is not responsible fo outages that arise from suspension or termination of Customer’s right to use the Service as allowed or required by the TOS, Acceptable Use Policy, government or court orders, or other agreements.
Planned Outages.
(a) Regular Maintenance. Regular maintenance is defined as routine, scheduled maintenance outside the pre-scheduled maintenance described above. Company will provide advance notice to Customer prior to any regular maintenance.
(c) Emergency Maintenance. Emergency maintenance is defined as maintenance that must be performed immediately, regardless of time of day. Company may not be able to provide advance notice for such emergency maintenance.
Regular maintenance, and emergency maintenance will not be categorized as Outages for purposes of calculating the Service Threshold.
Service Credits: If, in any month, the Service Availability does not meet the Availability Commitment, then Voxy shall provide a credit (“SLA Credit”) in accordance with the table below. Each SLA Credit will be calculated by multiplying (i) the prorated monthly subscription Service (or license) fee charged for the affected month by (ii) the applicable SLA Credit percentage set forth in the table below:
| Service Availability | SLA Credit Percentage |
| 100%-99.5% | 0% |
| <99.5% – >=95.0% | 5% |
| <95.0% | 15% |
The credits above will be the sole remedy to a breach of the Service Availability Commitment. The amounts payable or paid to Voxy will not be discounted or reimbursable.
