Service Level Agreement
Our approach to service availability, communication, research resource requests, and support.
This Service Level Agreement describes the general service expectations associated with VBRC communications, research resource inquiries, product requests, and related support. Specific commercial or project requirements may be governed by separate agreements.
Scope of the agreement
This SLA applies to the general support and communication activities provided through VBRC, including:
- Research resource inquiries
- Product and availability requests
- Scientific information requests
- General website and platform inquiries
- Communication regarding potential research needs
Services covered
| Service Area | General Commitment |
|---|---|
| Research Inquiries | Requests are reviewed and directed to the appropriate information or resource whenever possible. |
| Product Requests | Product-related requests are reviewed based on the information and availability provided at the time. |
| Scientific Information | Scientific questions are handled according to their subject, complexity, and available information. |
| General Support | General questions are addressed through the available communication channels. |
Communication and response
VBRC aims to acknowledge inquiries within a reasonable business timeframe. Actual response times may vary depending on the nature, complexity, completeness, and urgency of the request.
A response or acknowledgment does not necessarily mean that a requested product, service, quotation, or research resource is immediately available.
Handling research resource requests
Research-related requests may require additional information before they can be evaluated. Users should provide sufficient details about their scientific requirements whenever possible.
- Research field or application
- Type of biological material or target
- Required product or resource
- Quantity or scale where relevant
- Any specific technical requirements
Service availability
VBRC aims to maintain reliable access to its website and communication channels. However, continuous availability cannot be guaranteed.
Temporary interruptions may occur because of maintenance, technical issues, security events, hosting limitations, third-party services, or circumstances outside VBRC's control.
Product and resource information
Product availability, pricing, specifications, shipping conditions, lead times, and other commercial information may vary according to supplier, location, stock, logistics, and other factors.
Confirmed quotations or separate commercial agreements may establish specific conditions that take precedence over general information presented on the website.
Information required from users
Users are responsible for providing accurate and complete information when submitting research or product requests.
Delays resulting from incomplete, inaccurate, or missing information may affect the time required to process a request.
Situations outside the SLA
Response times and service expectations may be affected by circumstances beyond the reasonable control of VBRC, including:
- Supplier delays or stock limitations
- Shipping or customs delays
- Technical infrastructure failures
- Third-party service interruptions
- Unexpected regulatory or logistical requirements
- Force majeure events
Updates to this SLA
VBRC may update this Service Level Agreement when necessary to reflect changes in its services, operating model, technical infrastructure, or support processes.
Need research support?
For questions about research resources, product requests, scientific information, or service expectations, contact VBRC.
Email: [email protected]