Our Service Level Agreement

The services offered by Large Display Solutions International Ltd. for its products and services are described in this document. Any product or service not included in this document shall be considered a service not offered by default. Please, in case of any query or doubt, contact us via the contact page. Our goal is to offer the best service and user experience for our applications, so we will always strive to provide a service better than the limit described in this document.

• Covered products: The service level agreement applies to the LDSperimetral and LDSscoreboard products in any of their licensed modalities.
• Nature of the service: The assistance offered by LDS is remote and under no circumstances on-site.
• Sales Channels vs. Direct Support: If the license was sold through an LDS partner or reseller, the first-level service must be provided by the partner who sold the license, and LDS will offer support to the partner so that the user can get a solution to their issue. If the license was purchased directly from LDS, first-level support will be provided by LDS under the conditions specified in this document.

The standard communication channels and assistance hours, unless an out-of-hours window is agreed upon, will be as follows:

• Communication channels: Support requests must be made via email. You can use the contact form found on our website.
• Coverage hours: Support hours will be Monday to Friday from 9:00 to 17:00 CET. The maximum response time will be one business day.
• Languages: Support will be provided in English or Spanish. Translation tools may be used to provide support in other languages, but their use will be explicitly indicated.
• Support channel: Support will be provided via email, Google Meet sessions, or, if necessary, sessions using TeamViewer or an alternative similar tool. Under no circumstances will support be provided by phone.

Our support team is dedicated to ensuring you get the most out of your software. To provide you with quick and personalized attention, we require your license to be active. If your license has expired, we invite you to renew it to regain immediate access to our specialists. To streamline the license validation process as much as possible when requesting technical support, please provide your Installation ID so we can address your inquiry as soon as possible.

The SLA will not apply in cases where support cannot be provided due to external causes, such as:

• Failures in the client’s internet connection, hardware, or operating system.
• Incorrect use of the software or unauthorized modifications.
• Issues arising from third-party software not officially integrated.
• Force majeure events (natural disasters, strikes, massive outages from providers such as AWS/Google Cloud).