Video Moderation Service Level Agreement
This WebPurify Video Moderation Service Level Agreement is a policy governing the use of the WebPurify Video 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 PST), Monday through Friday, except for national holidays. The stated response times 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. 36 hours.
The filtering 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 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 submissions have been moderated incorrectly. We endeavor to work closely with our customers to ensure that we understand each customer’s desired level of moderation and that our moderators are trained accordingly. We remind you that our moderations are advisory only, and may be rejected by you.
Submissions are moderated 24 hours a day, 7 days a week, 365 days a year. We attempt to moderate each submission and return a result to you in less than 1 hour from the time you submit the video to the Service. During times of high volume, turnaround times can go higher.
WebFurther, LLC may modify, amend or revise this Service Level Agreement 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.