Image Moderation Service Level Agreement
This WebPurify Image Moderation Service Level Agreement is a policy governing the use of the WebPurify Image Moderation service (the “Service”) under the Terms of Service between WebFurther, LLC (“us” or “we”) and users of the Service (“you” or “customer”).
We understand the importance that the Service plays in your daily business operations. We consider the service we provide to you a critical component of your success and we are committed to reliably delivering our service.
WebPurify Customer Service
Our goal is to provide highly responsive and effective customer service. All service requests should be sent to [email protected]. We measure three key events for the resolution of service requests. For each event, you will receive email communication from a representative of our customer service department within the specified time. All commitment times are measured from the time the request was received by us. In most cases, various issues can be resolved immediately upon receipt of the service request. The measured time is also based on a standard work week (9AM to 5PM Pacific) Monday through Friday, except for national holidays. The stated response time hours are applicable only during support hours. The response times are as follows:
- Acknowledge — A live person has received your email request and ensured that it is being dealt with appropriately. 8 hours.
- Confirm – A service representative has reviewed your request and determined a course of action for resolution. When possible, the service representative will provide an estimate of when the request can be resolved. 24 hours.
- Resolve – The request has been resolved. The communication from the service representative will describe what was done to resolve the request.
The image moderation services we provide are of a highly subjective nature and are dependent upon non-automated, individualized review. Our customer service guarantees do not extend to the results of our image moderations, each of which are undertaken by trained individuals. We ask that you contact our customer service department at [email protected] if you feel that any images have been moderated incorrectly. We endeavor to work closely with our customers to ensure that we understand each customer’s desired level of and that our moderators are trained accordingly. We remind you that our moderations are advisory only and may be rejected by you.
Turnaround Time Guarantee
The following guarantee is part of our commitment and demonstrates our willingness to stand behind our internal processes, our network and the quality of our services. The following guarantee is available to eligible current paying Service subscribers.
Images are moderated 24 hours a day, 7 days a week, 365 days a year. We attempt to moderate each image and return a result to you in less than 5 minutes from the time you submit the image to the Service. During times of high volume, our turnaround time can go as high as 10 minutes (the “Turnaround Time Guarantee”).
Service Credit for Turnaround Time Delays:
Upon compliance by you with the procedures set forth herein, one (1) Service Credit shall be issued for our failure to comply with our Turnaround Time Guaranty for any individual image moderated.
A “Service Credit” shall mean a single image using our standard criteria.
Service Claim Process:
To initiate a claim for Service Credit with respect to any Guarantee, customer shall submit an email entitled “Service Credit Request” to [email protected] within fourteen (14) days after the end of the month during or for which the event occurred which gives rise to the claim for Service Credit. We shall acknowledge receipt of all Service Credit Requests via email no later than the next business day after such receipt and shall review all requests within 14 days after such receipt. Customer shall be notified via email upon resolution of the request.
If your Service Credit Request is approved, we shall issue Service Credit to your account within the month following the month in which the Service Credit Request was approved. Service Credit shall be Customer’s sole remedy for any failure by us to provide the Service.
The Service Credit provided for herein is based on your compliance with our Terms of Service, and your failure to comply therewith may invalidate our Guarantees provided herein.
The Turnaround Time Guarantee does not apply to: any unavailability or performance issues related to (and, therefore, no Service Credit shall be granted) packet loss; equipment or software upgrades; customer request; any action performed by us in order to maintain or improve our services; any customer equipment, circuit, application, software, code, hardware device failure or malfunction; acts or omissions of customer and/or customer’s users; planned or unplanned telco provider outages; or reasons outside of our reasonable control, such as extraordinary volume spikes and any force majeure event or internet access or related problems.
WebFurther, LLC may modify, amend or revise one or more of these Guarantees at any time and from time to time. Such changes or revisions shall be deemed effective upon the posting of updated Service Level Agreement information to the WebPurify web site.