Service Level Agreement

Service Level Agreement

Service Level Agreement

Service Level Agreement

Customer Service Level Agreement (SLA)

Effective Date: February 3, 3024

Last Updated: February 3, 2024

Applicable To: All customers of Drift (ReloSync)

1. Introduction

Drift provides visa application support through two service models:

  • Self-Service: Customers complete and submit their applications independently using Drift’s platform.

  • Lawyer-Assisted: A licensed immigration lawyer reviews and verifies the application before submission.

This Service Level Agreement (SLA) outlines the service expectations, response times, and responsibilities for each service model.

2. Service Commitments

2.1 Self-Service Customers

Drift provides tools and guidance to help self-service customers complete their visa applications. However:

  • Customers assume full responsibility for the accuracy of their application.

  • Drift does not guarantee approval and is not liable for errors or rejections.

  • Drift provides general customer support but does not provide legal review or corrections.

Response Times:

  • Customer support inquiries will be answered within 48 business hours.

  • No guaranteed turnaround time for visa submission, as the customer is responsible for submitting their application.

Exclusions:

  • Drift is not responsible for delays caused by government processing times, missing documents, or errors in self-submitted applications.

2.2 Lawyer-Assisted Customers

For customers using the lawyer-assisted service:

  • A licensed lawyer will review the visa application before submission.

  • The lawyer assumes responsibility for the accuracy of the application.

  • If the application is denied due to a lawyer error, Drift will resubmit for free.

Response & Review Times:

  • A lawyer will complete the review within 2 business days of receiving all required documents.

  • Customers will be notified if additional information is required within 2 business days.

Accuracy Guarantee:

  • If an application is rejected due to an error made by a Drift-affiliated lawyer, Drift will re-apply one time at no additional cost.

  • If the rejection is due to missing or inaccurate customer-provided information, Drift is not liable for the outcome.

3. Support & Communication

Drift provides customer support through the following channels:

4. Limitations & Exclusions

Drift is not responsible for:

  • Government visa processing delays.

  • Changes in immigration laws affecting applications.

  • Application denials due to false, incomplete, or misleading information provided by the customer.

  • Additional costs incurred due to rejection (e.g., travel disruptions, reapplication fees).

5. SLA Violations & Customer Remedies

If Drift fails to meet the response or review times stated above, customers may be entitled to:

  • A partial refund or service credit, at Drift’s discretion.

  • A free escalation of their case to a senior lawyer (for lawyer-assisted customers).

6. Review & Modifications

This SLA may be updated periodically. Customers will be notified of material changes. Continued use of Drift’s services constitutes agreement to the latest SLA terms.

By using Drift’s services, customers acknowledge and agree to the terms outlined in this SLA

Customer Service Level Agreement (SLA)

Effective Date: February 3, 3024

Last Updated: February 3, 2024

Applicable To: All customers of Drift (ReloSync)

1. Introduction

Drift provides visa application support through two service models:

  • Self-Service: Customers complete and submit their applications independently using Drift’s platform.

  • Lawyer-Assisted: A licensed immigration lawyer reviews and verifies the application before submission.

This Service Level Agreement (SLA) outlines the service expectations, response times, and responsibilities for each service model.

2. Service Commitments

2.1 Self-Service Customers

Drift provides tools and guidance to help self-service customers complete their visa applications. However:

  • Customers assume full responsibility for the accuracy of their application.

  • Drift does not guarantee approval and is not liable for errors or rejections.

  • Drift provides general customer support but does not provide legal review or corrections.

Response Times:

  • Customer support inquiries will be answered within 48 business hours.

  • No guaranteed turnaround time for visa submission, as the customer is responsible for submitting their application.

Exclusions:

  • Drift is not responsible for delays caused by government processing times, missing documents, or errors in self-submitted applications.

2.2 Lawyer-Assisted Customers

For customers using the lawyer-assisted service:

  • A licensed lawyer will review the visa application before submission.

  • The lawyer assumes responsibility for the accuracy of the application.

  • If the application is denied due to a lawyer error, Drift will resubmit for free.

Response & Review Times:

  • A lawyer will complete the review within 2 business days of receiving all required documents.

  • Customers will be notified if additional information is required within 2 business days.

Accuracy Guarantee:

  • If an application is rejected due to an error made by a Drift-affiliated lawyer, Drift will re-apply one time at no additional cost.

  • If the rejection is due to missing or inaccurate customer-provided information, Drift is not liable for the outcome.

3. Support & Communication

Drift provides customer support through the following channels:

4. Limitations & Exclusions

Drift is not responsible for:

  • Government visa processing delays.

  • Changes in immigration laws affecting applications.

  • Application denials due to false, incomplete, or misleading information provided by the customer.

  • Additional costs incurred due to rejection (e.g., travel disruptions, reapplication fees).

5. SLA Violations & Customer Remedies

If Drift fails to meet the response or review times stated above, customers may be entitled to:

  • A partial refund or service credit, at Drift’s discretion.

  • A free escalation of their case to a senior lawyer (for lawyer-assisted customers).

6. Review & Modifications

This SLA may be updated periodically. Customers will be notified of material changes. Continued use of Drift’s services constitutes agreement to the latest SLA terms.

By using Drift’s services, customers acknowledge and agree to the terms outlined in this SLA

Customer Service Level Agreement (SLA)

Effective Date: February 3, 3024

Last Updated: February 3, 2024

Applicable To: All customers of Drift (ReloSync)

1. Introduction

Drift provides visa application support through two service models:

  • Self-Service: Customers complete and submit their applications independently using Drift’s platform.

  • Lawyer-Assisted: A licensed immigration lawyer reviews and verifies the application before submission.

This Service Level Agreement (SLA) outlines the service expectations, response times, and responsibilities for each service model.

2. Service Commitments

2.1 Self-Service Customers

Drift provides tools and guidance to help self-service customers complete their visa applications. However:

  • Customers assume full responsibility for the accuracy of their application.

  • Drift does not guarantee approval and is not liable for errors or rejections.

  • Drift provides general customer support but does not provide legal review or corrections.

Response Times:

  • Customer support inquiries will be answered within 48 business hours.

  • No guaranteed turnaround time for visa submission, as the customer is responsible for submitting their application.

Exclusions:

  • Drift is not responsible for delays caused by government processing times, missing documents, or errors in self-submitted applications.

2.2 Lawyer-Assisted Customers

For customers using the lawyer-assisted service:

  • A licensed lawyer will review the visa application before submission.

  • The lawyer assumes responsibility for the accuracy of the application.

  • If the application is denied due to a lawyer error, Drift will resubmit for free.

Response & Review Times:

  • A lawyer will complete the review within 2 business days of receiving all required documents.

  • Customers will be notified if additional information is required within 2 business days.

Accuracy Guarantee:

  • If an application is rejected due to an error made by a Drift-affiliated lawyer, Drift will re-apply one time at no additional cost.

  • If the rejection is due to missing or inaccurate customer-provided information, Drift is not liable for the outcome.

3. Support & Communication

Drift provides customer support through the following channels:

4. Limitations & Exclusions

Drift is not responsible for:

  • Government visa processing delays.

  • Changes in immigration laws affecting applications.

  • Application denials due to false, incomplete, or misleading information provided by the customer.

  • Additional costs incurred due to rejection (e.g., travel disruptions, reapplication fees).

5. SLA Violations & Customer Remedies

If Drift fails to meet the response or review times stated above, customers may be entitled to:

  • A partial refund or service credit, at Drift’s discretion.

  • A free escalation of their case to a senior lawyer (for lawyer-assisted customers).

6. Review & Modifications

This SLA may be updated periodically. Customers will be notified of material changes. Continued use of Drift’s services constitutes agreement to the latest SLA terms.

By using Drift’s services, customers acknowledge and agree to the terms outlined in this SLA