Service Level Agreement

1. Parties

This Service Level Agreement ("SLA") is between TechOps365 LLC, a California Limited Liability Company ("TechOps365", "we", "us"), and the client organisation identified in the applicable Managed Services Agreement ("Client").

This SLA is incorporated by reference into all TechOps365 Managed Services Agreements and applies for the duration of the service engagement.

2. Service Availability

TechOps365 guarantees a minimum 99% uptime for all managed services, measured on a monthly calendar basis. Uptime is calculated as:

Uptime % = ((Total minutes − Downtime minutes) / Total minutes) × 100

Scheduled maintenance windows (minimum 48 hours notice) are excluded from downtime calculations.

3. Incident Priority & Response Times

Business hours: Monday–Friday, 8:00 AM – 6:00 PM Pacific Time, excluding US federal holidays.

4. How to Report an Incident

Standard (P3/P4)

• Email: info@techops365.com — include a clear subject and description
• Portal: www.techops365.com — submit and track via contact form
• Include: your name, company, device type, description, and number of users affected

Emergency (P1/P2)

• Call directly: +1 (909) 300-5075 — available 24/7 for critical incidents
• Email subject line must include: [P1 CRITICAL] or [P2 HIGH]
• Response guaranteed within 15 minutes for P1, 1 hour for P2

5. SLA Credits

If TechOps365 fails to meet the monthly uptime guarantee, the Client is entitled to a service credit applied to the following invoice:

Credits must be requested within 30 days of the end of the affected month. Credits are the sole and exclusive remedy for SLA failures and do not entitle the Client to terminate the agreement.

6. SLA Exclusions

This SLA does not apply to downtime or degradation caused by:

• Scheduled maintenance (minimum 48 hours advance notice provided)
• Client infrastructure, hardware, or third-party services outside TechOps365 management scope
• Force majeure events — natural disasters, power grid failures, ISP outages, acts of government
• Client-initiated changes made without TechOps365 approval or against written advice
• Cyberattacks, ransomware, or security incidents caused by Client failure to implement recommended security controls
• Third-party software failures (Microsoft 365, Azure, etc.) outside TechOps365 control

7. Escalation Path

8. Client Responsibilities

To enable TechOps365 to meet its SLA commitments, the Client agrees to:

• Report incidents promptly with complete and accurate information
• Provide timely access to systems, credentials, and personnel required for resolution
• Implement security recommendations provided by TechOps365 within agreed timeframes
• Designate a primary IT contact who can authorise access and approve remediation actions
• Not make infrastructure changes that affect managed systems without prior TechOps365 approval

9. Reporting & Reviews

• Monthly report — delivered by the 5th of each month: ticket summary, resolution times, uptime statistics, open items
• Quarterly review — Enterprise plan clients receive a quarterly IT strategy call with the CTO
• SLA breach notification — if uptime falls below 99%, TechOps365 proactively notifies the Client within 24 hours with a root cause summary

10. Term & Review

This SLA is effective from the date of the associated Managed Services Agreement and remains in force for its duration. TechOps365 reserves the right to update this SLA with 30 days written notice. Continued use of services after notice constitutes acceptance of the updated SLA.

11. Contact