Service Level Agreement for Inspiration RD

Service Level Agreement for Inspiration RD

Our Commitment to You: Inspiration RD

This document explains what you can expect from Inspiration RD and our team. It’s our promise to you, so we’re all on the same page about how the app should perform and what we'll do if things don't go as planned.

1. The App Will Be Ready to Go

Inspiration RD is a cloud based service, accessed via a web browser and requires internet connectivity.

We work hard to make sure Inspiration RD is always available when you need it, built on premium  cloud-based infrastructure and best-in-class technology. Inspiration RD is hosted in two fully managed data centers, located in the US (for customers in the Americas) and UK (for customers in the UK, EU and rest of the world). 
  1. Our SLA with the data centers is 99.9% uptime.
  2. Your data is kept safe, secure and encrypted.
  3. Your files are backed up daily.
As long as you have reasonable internet/ WIFI access, Inspiration RD will work correctly and reliably. Technical specifications can be found here.

2. Software Updates 

As a 'Software as a Service' subscription product, any new features, non-security updates, and security updates will be applied automatically. You will always have access to the latest version of Inspiration.

3. Getting Help When You Need It

You have 24/7 hour access to our online knowledge base for instant answers - Inspiration Support. Plus, we have plenty of training resources to help you get the most out of Inspiration, as well as the option to book online 1-to-1 training free of charge.

But if you need to talk to us, our support team is here to help through our online ticketing system, email and phone. Our opening times are:

Monday: 9am to 5pm (UK time) | 4am to 12pm (Florida EST time)
Tuesday to Friday: 9am to 8.30pm (UK time) | 4am to 3.30pm (Florida EST time)

We are closed weekends and 25th December to 1st January, But even when we are closed we actively monitor and respond to critical issues via email.

We’ll respond to your support requests as quickly as possible, normally within one working day or sooner! 

4. A Little Help from You

To make sure we can deliver on our promises, we ask that you:

  1. Keep your computers and servers are updated and make sure it meets our recommended system requirements.
  2. Let us know about any issues clearly and as soon as you can.

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