Libraro Customer Support – Service Level Agreement (SLA)
Effective Date: 28/04/25
Last Updated: 24/04/25
1. Purpose
This Service Level Agreement (SLA) defines the level of service and support customers can expect from the Libraro Support Team. Our goal is to ensure timely, consistent, and helpful assistance across all customer touchpoints.
2. Support Availability
Standard Hours: Monday to Friday, 9:00 AM - 5:00 PM (GMT)
Excluding: Public holidays and weekends
Support Channels: Email, live chat, and in-platform messaging
3. Response and Resolution Times
Issue Severity | Initial Response Time | Target Resolution Time |
High (e.g., upload errors, platform outages) | Within 48 hours | Within 48 hours |
Medium (e.g., feature bugs, login issues) | Within 3 Business days | Within 3 Business days |
Low (e.g., general inquiries, feedback) | Within 3 Business days | Within 3 Business days |
Please note: These are targets, and while we strive to meet them consistently, times may vary based on workload and complexity.
4. Scope of Support
Libraro support includes assistance with:
Account creation and login
Manuscript uploading and formatting issues
Subscription plans and billing
Navigating platform features
Reporting technical issues or bugs
Answering general inquiries
6. Customer Responsibilities
To help us provide fast and effective support, customers are asked to:
Provide clear and accurate descriptions of the issue
Include screenshots or screen recordings when possible
Be responsive to follow-up questions from support agents
7. Review and Updates
This SLA will be reviewed periodically to ensure it meets customer needs and reflects current support capabilities. Updates will be communicated through the Libraro platform or email.
Thank you for choosing Libraro. We’re committed to supporting your creative journey!