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Service Level Agreement

Last updated February 18th, 2023

At SOAX, we are doing our best to deliver consistent and sustainable service to our customers. However, there are certain infrastructure-related restrictions and we (SOAX Ltd.) highly recommend that you (the Customer) read this SLA carefully, for this document will provide you with important information on the resolution of technical issues, the use of our service, the communication with our Customer Care team and your options under Dispute Resolution, Refund, and Cancellation Policy.

 
 
The Service provided to the Customer

SOAX provides the Customer with access to the system along with additional features. SOAX hereby guarantees general service availability subject to uptime limitations.

 
 
The Service

SOAX provides you with access to the SOAX website. Upon successful registration, SOAX also provides you with access to the Customer Dashboard, the Customer Support service, which is available to you within the dashboard, as well as access to the system as limited by the purchased bundle.

 
 
The System

The system provides you with access to SOAX infrastructure limited by GEO, device types, and available APIs. The exact limitations are available within your dashboard.

 
 
Uptime Limitations
 
 
Service uptime

SOAX ensures 99% service uptime 24/7/365, except for the period of planned technical maintenance of which the Customer will be identified in advance by means of a pop-up message on the SOAX website.

 
 
System uptime

SOAX ensures 99% service uptime 24/7/365, except for the period of planned technical maintenance of which the Customer will be identified in advance by means of a pop-up message on the SOAX website.

 
 
Support availability

SOAX provides free access to Customer Support on system-related queries. You can reach SOAX Customer Support via internal Intercom chat available within your dashboard, create a support ticket in your dashboard or send an email to support@scrapein.app.

SOAX does not guarantee immediate Customer Support response, but we will do our best to address your questions as fast as possible.

 
 
Connection Speed

Internet connection quality and speed are limited by third-party Internet service providers and are out of SOAX’s control. SOAX hereby does not guarantee the quality of Internet connection to the system and/or connection speed to the Customer’s target web resource

 
 
Technical Support

SOAX does not provide any technical support in regards to third-party software used by the Customer and/or its compatibility with the system.

 
 
Third-party web-resource availability

SOAX hereby excludes any guarantee of third-party service availability within the system.