TeleCloud APP Service Level Agreement
This SLA is between Hawkins Technology Group LLC DBA TeleCloud APP (the "Service Provider") and _____________________ (the "Customer"). It defines the uptime and response time guarantees that the Service Provider will provide for its software services. By using the TeleCloud APP you explicitly agree and acknowledge this SLA.
1. Uptime Guarantee
The Service Provider guarantees that its software services will be available with a minimum uptime of 99% in any calendar month. This means that the software services will be available for at least 99% of the time during any given month.
2. Response Time Guarantee
The Service Provider guarantees that it will respond to customer support requests within 2 hours during business hours (Monday-Friday, 10:30am-5pm). For requests outside of business hours, the Service Provider will respond within 24 hours (excluding weekends).
3. Excused Downtime
The following types of downtime are excused from the uptime guarantee:
Planned downtime for maintenance or upgrades
Downtime caused by events beyond the Service Provider's control, such as natural disasters or power outages
4. Customer Remedies
If the Service Provider fails to meet the uptime or response time guarantees in this SLA, the Customer may be entitled to the following remedies:
A prorated refund for the affected month
A credit towards future service charges
A waiver of support fees for the affected month
5. Term and Termination
This SLA will be effective unless otherwise changed by the Service Provider. It may be terminated by the Service Provider at any time, with or without cause, by providing 30 days' written notice to the other party. It may be modified by the Service Provider with 48 hours written notice.
6. Governing Law
This SLA will be governed by and construed in accordance with the laws of the State of Texas.
7. Entire Agreement
This SLA constitutes the entire agreement between the parties with respect to the subject matter hereof, and supersedes all prior or contemporaneous communications, representations, or agreements, whether oral or written.
If any provision of this SLA is held to be invalid or unenforceable, such provision shall be struck from this SLA and the remaining provisions shall remain in full force and effect.
No waiver of any provision of this SLA shall be effective unless in writing and signed by both parties.
All notices and other communications hereunder shall be in writing and shall be deemed to have been duly given when delivered in person, upon the first business day following deposit in the United States mail, postage prepaid, certified or registered, return receipt requested, addressed as follows:
If to the Service Provider:
10228 E Northwest Hwy
Dallas, TX 75238
If to the Customer: Using contact information provided when creating a TeleCloud APP account.
The headings in this SLA are for convenience only and shall not affect its interpretation.
This SLA may be executed in one or more counterparts, each of which shall be deemed an original, but all of which together shall constitute one and the same instrument.