Service Level Agreement (SLA)
1. Service Scope and Responsibilities
1.1 Services Provided: Bay Area IT agrees to provide the following services to the Client:
- Network monitoring and management
- Helpdesk and technical support
- Cloud infrastructure management
- Security management (firewall, antivirus, intrusion detection)
- Backup and disaster recovery services
1.2 Client Responsibilities: The Client agrees to cooperate with Bay Area IT in fulfilling its obligations under this SLA, including but not limited to:
- Providing necessary access to systems and facilities
- Responding to Bay Area IT inquiries in a timely manner
- Following Bay Area IT guidelines and recommendations for security and best practices
2. Service Levels
2.1 Service Availability: Bay Area IT guarantees a service uptime of 99.9% measured on a monthly basis, excluding scheduled maintenance and force majeure events.
2.2 Response Time:
- Critical Issues (e.g., complete outage): Initial response within 15 minutes.
- Major Issues (e.g., service degradation): Initial response within 1 hour.
- Minor Issues (e.g., non-critical inquiries): Initial response within 4 hours.
2.3 Resolution Time: Bay Area IT aims to resolve issues based on their severity:
- Critical: Within 4 hours.
- Major: Within 8 hours.
- Minor: Within 24 hours.
3. Performance Metrics
3.1 Network Performance: Average network uptime of at least 99.9%. 3.2 Server Performance: Server availability and response time monitored continuously.
4. Escalation Procedures
4.1 Escalation Points: Defined escalation points and procedures for unresolved issues.
5. Penalties and Remedies
5.1 Service Credits: If Bay Area IT fails to meet the agreed-upon service levels, the Client may be eligible for service credits as defined in the SLA.
6. Security and Confidentiality
6.1 Data Security: Bay Area IT agrees to maintain appropriate security measures to protect the confidentiality, integrity, and availability of Client data.
7. Disaster Recovery and Business Continuity
7.1 Backup and Recovery: Bay Area IT will maintain backup procedures and disaster recovery plans to minimize downtime and data loss.
8. Reporting
8.1 Performance Reports: Monthly performance reports will be provided to the Client detailing uptime, response times, and other relevant metrics.
9. Termination
9.1 Termination Clause: Either party may terminate this agreement with 60 days’ notice for any reason.
10. General Provisions
10.1 Governing Law: This SLA shall be governed by and construed in accordance with the laws of California.
10.2 Amendment: This SLA may be amended or modified only in writing signed by both parties.
