This Partner Service Level Agreement (Partner SLA) defines the service commitments, response times, and onboarding support levels provided by Ovaloop to our authorized partners.
The purpose of this SLA is to establish clear expectations regarding support, onboarding, training, sales assistance, customer success responsibilities, and operational collaboration between Ovaloop and its Partners.
This SLA applies to:
•Referral Partners
•Reseller Partners
•Certified Partners
•Implementation Partners
•Strategic Partners
A. Sales Support
•Demo Request Support: Within 24 Business Hours
•Proposal Assistance: Within 48 Business Hours
•Commercial Clarifications: Within 24 Business Hours
B. Technical Support
•Critical Issues: Response within 4 Business Hours
•High Priority Issues: Response within 8 Business Hours
•Medium Priority Issues: Response within 24 Business Hours
•Low Priority Issues: Response within 72 Business Hours
C. Training
•New Partner Onboarding: Within 5 Business Days
•Certification Training: Quarterly
•Product Update Sessions: Quarterly
•Partner Knowledge Base Access: Continuous
D. Marketing Support
•Access to approved marketing materials
•Co-branded campaign support where approved
•Product screenshots, presentations, and brochures
•Access to product feature announcements
Partners shall:
•Accurately represent Ovaloop products
•Follow approved branding guidelines
•Maintain professionalism with customers
•Escalate support requests appropriately
•Protect customer information
•Comply with applicable laws
Partners shall not:
•Make unauthorized promises
•Modify subscription pricing without approval
•Misrepresent product capabilities
•Use Ovaloop intellectual property without authorization
Partners are expected to:
•Complete onboarding within 7 days where possible
•Train customers on agreed modules
•Ensure customer account activation
•Ensure customer adoption of core features
Level 1: Partner Support Team
Level 2: Ovaloop Customer Success Team
Level 3: Ovaloop Technical Team
Level 4: Ovaloop Management Team
Approved commissions shall be paid according to the Partner Program terms.
Commission processing target:
•Within 15 business days following successful customer payment verification.
Ovaloop may periodically review:
•Lead quality
•Customer retention
•Customer satisfaction
•Revenue contribution
•Compliance with partner obligations
Ovaloop reserves the right to amend this SLA periodically upon notice to partners.
•Email: support@ovaloop.com