Support and Service Level Agreement (SLA) of BoostHunt

Latest update: December 1, 2024

Definitions and legal references

BoostHunt (or this Application)

The property that enables the provision of the Service.

Acknowledgment

Formal confirmation by BoostHunt that a fully submitted ticket has been received and logged into the support system. Turnaround Time begins only after this acknowledgment is issued.

Agreement

Any legally binding or contractual relationship between the Owner and the User, governed by this SLA and the Terms and Conditions.

Add-on

An additional service, such as extra tickets, that Users may purchase to enhance their support options.

Owner (or We)

Indicates the natural person(s) or legal entity that provides BoostHunt and/or the Service to Users.

Service

The service provided by BoostHunt as described in Terms and Conditions, SLA and on BoostHunt, including the handling of support tickets and access to pre-defined templates and tools.

Subscription Tier

A category of subscription plan determining the scope of services and turnaround times for support tickets.

Ticket

A request for support submitted by the User through the BoostHunt system, which may include issues, queries, or technical troubleshooting.

Turnaround Time

The estimated time required to address and resolve a fully submitted and acknowledged ticket.

User (or You)

Any natural person or legal entity with an active subscription to BoostHunt services.

1. Introduction

This SLA outlines the terms and conditions for the provision of support and service levels by BoostHunt to its Users under an active subscription plan.

BoostHunt is provided by:

Overlap Studio Sp. z o.o.

Niedźwiedzia 29B, 02-737 Warsaw, Poland

Owner contact email: support@boosthunt.com

2. Scope of Services

BoostHunt provides the following support services:

  • System Setup: Comprehensive onboarding and configuration of the User’s platform, including branding, initial setup, and integration of key features to meet the User’s needs.
  • Technical Support: Assistance via a ticket-based system, including troubleshooting and resolving technical issues.
  • Done-for-you Services: Support for ongoing platform updates, e.g. Tickets such as setting up funnels, publishing courses, and uploading digital downloads, provided as part of the subscription.
  • Templates and Tools: Access to pre-designed templates, frameworks, and funnels to streamline User workflows.
  • Custom tasks and Add-ons: Users can request additional services or customizations beyond the subscription scope, e.g. Tickets such as custom funnels, sales pages, or templates. Pricing and details for such services are available on the BoostHunt website under the pricing section.

3. Service Hours

Support is available during the following hours:

  • Days: Monday to Friday.
  • Hours: 9:00 to 17:00 CET/CEST, adjusting for daylight saving time in Poland.

No support is available on weekends or public holidays.

4. Ticket Management

4.1. Ticket Submission

Users must submit support requests through the BoostHunt ticketing platform.

Tickets may be drafted in the system, allowing Users to provide information incrementally. However, the turnaround time begins only when the User marks the ticket as complete and ready for submission via the system’s designated option.

4.2. Resolution Timeframes

Turnaround times vary based on the subscription tier and are calculated from the acknowledgment of a fully submitted ticket:

Subscription Tier Turnaround Time
Course Sales Essentials 1–4 business days
Growth Accelerator 1–4 business days
Sales Booster 1–5 business days

Note: Timeframes are estimates and may vary depending on ticket complexity.

Turnaround Times are estimates and may be extended due to unforeseen circumstances beyond BoostHunt’s control, including but not limited to infrastructure outages, force majeure events, or external service interruptions.

4.3. Add-ons

Users may purchase additional tickets as part of an Add-on package. Details regarding Add-ons, including pricing and conditions, are outlined on the BoostHunt website.

4.4. Escalation

Tickets requiring extended resolution times or additional expertise will be escalated to higher-level support. Updates will be provided to the User during the escalation process.

5. User Responsibilities

  1. Maintain an active subscription to access support services.
  2. Provide accurate and detailed information when submitting tickets.
  3. Ensure compliance with BoostHunt’s Terms and Conditions.

6. Limitations of Support

BoostHunt’s support services are subject to the following limitations:

  1. Issues caused by unauthorized modifications or misuse of the platform are not covered.
  2. Third-party software or hardware issues fall outside the scope of BoostHunt’s responsibilities.
  3. Services are provided “as-is” without warranties for specific outcomes or purposes.

7. Exclusions

BoostHunt is not liable for:

  1. Delays or failures caused by events beyond its control (e.g., force majeure, internet outages).
  2. Indirect or consequential damages resulting from the unavailability of support.

8. Amendments

BoostHunt reserves the right to modify this SLA. Changes to this SLA will be communicated to Users via email, or through a notification on the BoostHunt platform, or by publication on the BoostHunt website at least 7 days prior to taking effect.

9. Governing Law

This SLA is governed by the law of the place where the Owner is based, as disclosed in the relevant section of this document, without regard to conflict of laws principles. All disputes will be conducted in Polish.

10. Agreement Acceptance

By using BoostHunt’s services, the User acknowledges and agrees to this SLA.