Service Level Agreement

This Service Level Agreement (SLA) is entered into by and between the customer ("Customer") and Salt River Technologies ("Service Provider") and outlines the terms and conditions regarding the provision of IT services. This SLA is generic in nature and is applicable to all customers of Salt River Technologies.

1. Service Overview

Salt River Technologies agrees to provide IT services to the Customer, including but not limited to workspace as a service(WaaS) cloud infrastructure management, technical support, cloud migration, and consultation services.

2. Service Availability

Service Provider will make all reasonable efforts to maintain an average monthly service availability of 99%. This availability refers to the ability of the Customer to access and utilize the cloud services provided by the Service Provider during the Service Hours defined below.

3. Service Hours

The standard Service Hours for Salt River Technologies are Monday through Sunday, 8:00 AM to 10:00 PM CST, excluding national holidays. Support services outside of these hours are available upon request and may be subject to additional fees.

4. Incident Response Time

Service Provider will acknowledge receipt of support requests within the following timeframes, based on the priority level of the incident:

- Critical: Within 1 hour
- High: Within 2 hours
- Medium: Within 4 hours
- Low: Within 8 hours

5. Maintenance

Service Provider will perform scheduled maintenance, including upgrades and updates, in order to ensure optimal performance and security of the cloud services provided. Customers will be notified at least 48 hours in advance of any scheduled maintenance that may impact service availability.

6. Data Backup and Recovery

Service Provider is responsible for implementing backup and recovery procedures for customer data stored on the cloud infrastructure. Data backups will be performed daily, and stored in a secure, geographically separate location to ensure data integrity.

7. Security

Service Provider will implement industry-standard security measures to protect customer data and cloud infrastructure from unauthorized access, including encryption, firewall configurations, and regular security assessments.

8. Service Credits

In the event that the Service Provider fails to meet the Service Availability requirement of 99%, the Customer may be eligible for a Service Credit. Service Credits will be calculated as a percentage of the monthly fees paid by the Customer, based on the duration of the service unavailability. The Service Credit will be applied to the Customer's subsequent invoice.

9. SLA Review

This SLA is subject to review and amendment on an annual basis or as otherwise agreed upon by both parties. Any changes to the SLA will be communicated to the Customer at least 30 days prior to the effective date of the changes.

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