1. Digital Delivery & Fulfillment
Confido360 is a cloud-native Software-as-a-Service (SaaS) platform. No physical products, CDs, installation files, or hardware are shipped.
Delivery Method: All workspace access, administrator dashboards, and module permissions are fulfilled 100% digitally over secure web connections.
Instant Provisioning: Upon payment confirmation or registration, workspace credentials and activation details are emailed automatically within minutes. Optional module add-ons are provisioned within 24 hours.
2. Service Level Agreement (SLA) & Uptime Commitment
We are committed to delivering reliable platform performance for Confido360 tenants:
Availability Target: We target 99.9% operational uptime for production environments (excluding scheduled maintenance windows).
Scheduled Maintenance: System updates and server maintenance are conducted during low-traffic periods. Administrators receive advance notice for planned downtime via email or dashboard notifications.
3. Technical Support & SLA Response Times
Our support team is available 24/7 to assist administrators with system setup, troubleshooting, and platform inquiries. We prioritize and handle technical requests based on their urgency:
Critical Outages (System Down): When the core platform is completely unavailable, our support team responds immediately, with a guaranteed response time of under 1 hour.
Major Feature Issues: If a key module or major feature is broken but a temporary workaround exists, our team responds within 4 hours.
General Assistance: For general how-to questions, minor user interface bugs, or setup guidance, our team responds within 24 hours.
4. Data Protection & Backups
Transmission Security: All internet communications with Confido360 are encrypted via SSL/TLS.
Automated Cloud Backups: Database and tenant storage backups are performed daily and stored in secure cloud redundancy.