Service Level Agreement

This Service Level Agreement (“SLA”) serves as a set of guidelines to inform decision-making within LitExtension and as a guide for community members to understand the support services provided by LitExtension. The SLA establishes an official policy for delivering support through the Support Center during the provision of LitExtension services to the Client.

This SLA is an essential part of LitExtension’s Terms of Service. By using the LitExtension Service, you irrevocably agree to this SLA. If you do not agree with this SLA, you may not use the LitExtension Service unless otherwise agreed between the Parties in the Agreement. In the case of any conflict between this SLA and the written LitExtension service Agreement signed between you and LitExtension (the “Agreement”), the Agreement will take precedence, but only to the extent of the conflict.

LitExtension will provide support services according to the SLA to the Client for the duration specified in the Order Form, and these services shall be governed by this SLA, the Terms of Service, and/or the Agreement. Clients acknowledge and agree that LitExtension reserves the right to terminate support services if any fees owed by the Client to LitExtension remain unpaid.

1. Business days
   LitExtension’s working days from Monday to Friday, excluding National Holidays and weekends.
2. Hours of Operation
   Our Support Team is available to assist you via phone, live chat, and email (technical support) during the following hours:
   • Live Chat Support: 24/7
   • Phone Support: 24/7
   • Tech Support: 8 AM – 23 PM, Monday to Friday, UTC+7.
   Requests can be submitted via email to [email protected] 24/7.

LitExtension guarantees that every client or website visitor has the right to:

• Inquire why and at what steps of cooperation the personal data is collected.
• Agree or disagree on providing personal info during the very first interaction with the website/service.
• Know what kind of information is collected by LitExtension and how it will be processed.
• Request correction, amendment or extraction of their personal data.
• Ask to specify the ways the data provided is secured by LitExtension.