Service Level Agreement

Version 2.0 - July 24, 2026.

This Service Level Agreement (SLA) governs your use of our standard LMS support service provided by SIA “INTEA” (hereby - INTEA SUPPORT). Unless otherwise stated in a separate agreement concluded between Customer and INTEA, the standard INTEA SUPPORT conditions are:

1. INTEA SUPPORT working hours: Monday–Friday from 9:00 to 18:00 EET (GMT+2)

INTEA support response time: Immediate – the request is registered, a case number is assigned, and an automatically generated response is sent to the client by email at support@intea.lv.

2. Solution categories:
   
   

   1. Information request – solution provided within 24 hours

   2. Platform maintenance/course updates (fixes/support tasks)

According to previously agreed project scope and specifics

1. Work estimate and deadline provided within 48 hours;

2. Follow-up according to the deadline.

3. Technical problem

NB! In the first step, INTEA always analyzes whether the problem can be solved on the INTEA side.

If it turns out that the problem is on the CUSTOMER’S IT infrastructure side and INTEA cannot solve it, INTEA provides feedback and sends the problem back to the CUSTOMER. If it turns out that the problem is on the supplier's side and INTEA cannot solve it, INTEA provides feedback and contacts the supplier.

Technical problem response time:

1. Serious error (stops the use of the service - no ad hoc solution possible) - response within 4 business hours.

2. Serious error (makes the use of the service difficult - ad hoc solution possible) – atbilde response within 8 business hours

3. Technical failure (testing required) – response within 48 hours (during INTEA support working hours).

4. Development request (vendor assistance required) – development request forwarded to system vendor and response to client within 48 hours. Follow-up once a week.

5. Change Request – a new delivery, including but not limited to: improvements to existing courses, new platform functionality or integrations, and the like, that is not part of regular support, such as discovered bugs or other previously agreed services, and that requires account manager approval and processing due to changes in scope, timeline, or budget. This category includes questions about possible future development opportunities and new requirements – the request is forwarded to the responsible account manager for analysis and budget estimation.

6. Governing Law - service activities provided by INTEA are governed by the laws of Republic of Latvia. Any legal disputes arising from this agreement shall be resolved and settled through arbitration in the courts of Riga.

7. Changes to Terms - We reserve the right to update or modify these terms at any time. We will notify you of any changes by posting the revised terms on our platform. Where an individual Service Level Agreement has been signed between the CUSTOMER and INTEA, it overrides the terms of the standard SLA and any changes made to it.

8. Contact Us - In case of any questions or concerns about this Service Level Agreement please contact us at info@intea.lv