1. Service Level Objectives

1.1 Availability: The Platform will be available to our Customers for access and use not less than 99,99% of the time in a given year, provided that:

• Regularly scheduled maintenance times that are shared with ONE GLOBAL at least five (5) business days in advance, will not count as time during which the Platform Service is not available;
• BABELE shall not be responsible for any interruptions to a User’s access of the Platform Service caused by that User’s ISP-provided Internet connectivity;
• ONE GLOBAL Users shall have an Internet browser connection with sufficient bandwidth and quality to allow trouble-free browsing, data uploading and downloading.
• Supported browsers by the service include the latest versions of IE, Firefox, Safari, and Chrome (supporting HTML5).

1.2 Response Time: Babele will respond to Customer support requests within 2 hours, from Monday to Friday, between 9am and 6pm CET.

1.3 Resolution Time: In the event of a technical incident, BABELE will promptly notify the customer of the nature of the issue and the necessary actions to ensure the timely recovery of the affected systems. The severity levels for service incidents are defined as follows:

• “Critic priority” includes the total and partial unavailability of a critical application or service; or extreme slowness that causes a drop in performance. The recovery time is 4-8 hours, which includes the identification and resolution of the issue, the recovery of the latest available backup data and the testing of the system before restoring the platform.
• “Serious priority” involves loss of non-transactional services. The recovery is of 1-2 working days.
• “Low priority” involves none of the previous two. The recovery time coincides with the release of the next development sprint (which takes place every 2 weeks).

3. Support Channels and Response Times

3.1 Support Channels: The Provider will provide support to the Customer through the following channels:

• Email: admin@babele.co
• Phone: +45 9 3 8 9 3 0 8 9

This Site is edited by: Babele create together Srl

Str Mitropolit Nifon, nr 13, sector 4, Bucharest, Romania

Company registration number is 33218665