Service Level Agreement (SLA)

The Service Level Agreement (SLA) establishes the service levels and performance metrics for the development, maintenance, and support of the Client's website.

SLA (Service Level Agreement)

This Service Level Agreement (SLA) is made effective as of Public Date, by and between nConnect Developer Team and ("Client"), collectively referred to as the “Parties.”

1. Purpose

This SLA outlines the service levels to be provided by the Service Provider to the Client regarding the development, maintenance, and support of the Client's website. It specifies the performance metrics, responsibilities, and expectations to ensure the effective delivery of services.

2. Services Covered

This SLA covers the following services:

• Website Development: Design, development, and deployment of the website according to the specifications agreed upon.
• Maintenance and Updates: Ongoing maintenance, security updates, and functionality enhancements.
• Support Services: Technical support for website-related issues.
• Hosting Services: Website hosting, including uptime commitments.
• Backup and Restore Services: Regular backup of website data and restore services in case of data loss.

3. Service Level Performance

a. Availability

The Service Provider commits to a website uptime of 99.9% outside of scheduled maintenance windows.

b. Response Time

Support requests shall be acknowledged within 24 - 48 Hours during business hours. Critical issues will be addressed with a response time of 3 Hours.

c. Resolution Time

Efforts will be made to resolve issues as quickly as possible, with a target resolution time based on the severity of the issue:

• Critical: within 24 Hours
• High: within 3 Days
• Normal: within 5 Days

4. Reporting and Review

Monthly reports shall be provided by the Service Provider, detailing service performance, incident management, and resolution statistics. SLA terms shall be reviewed annually or upon significant changes to services or client needs.

5. Responsibilities

Service Provider

Ensures the delivery of services as outlined in this SLA, maintains communication with the Client regarding service performance, and addresses any issues or concerns promptly.

Client

Provides necessary information and resources for the Service Provider to deliver services effectively, communicates issues promptly, and reviews and provides feedback on service performance.

6. SLA Amendments

This SLA may be amended by mutual agreement of the Parties. Amendments must be made in writing and signed by both Parties.

7. Termination

Failure to meet SLA commitments may result in service credits, adjustments to service fees, or termination of the agreement as outlined in the terms and conditions of the master services agreement.

This SLA is intended to ensure that both parties have a clear understanding of their responsibilities and the procedures in place to ensure effective service delivery.