Intelli-Net LLC Service Level Agreement (SLA)

Effective Date: Januar 1, 2025

This Service Level Agreement (“SLA”) is entered into by and between Intelli-Net LLC (“Intelli-Net LLC,” “we,” “us,” or “our”) and the customer (“Customer” or “you”) and is incorporated by reference into the applicable service contract or order (“Agreement”). This SLA outlines our service performance commitments, measurement methods, and remedies regarding the provision of our services (“Services”).

1. Scope of Services

This SLA applies to the hosting, cloud, reseller, and other related services provided by Intelli-Net LLC as defined in the Agreement. It covers service availability, performance, maintenance, support, and incident response as outlined below.

2. Service Availability

a. Uptime Commitment

Intelli-Net LLC will use commercially reasonable efforts to ensure that the Services are available 99.9% of the time in any given calendar month, excluding Scheduled Maintenance and events outside of our reasonable control (“Force Majeure”).

• Uptime Calculation:
  Uptime is calculated as follows: $$\text{Uptime Percentage} = \left( \frac{\text{Total Minutes in Month} - \text{Total Downtime in Minutes}}{\text{Total Minutes in Month}} \right) \times 100$$

b. Scheduled Maintenance

• Notice and Scheduling:
  Scheduled Maintenance is defined as maintenance events that are planned in advance. Intelli-Net LLC will provide at least [Insert Notice Period, e.g., 48 hours] notice via email and/or a notification on our website.

• Exclusion from Uptime Calculation:
  Periods of Scheduled Maintenance shall not be considered downtime for the purpose of calculating uptime percentage.

3. Service Performance and Incident Response

a. Incident Reporting and Response Times

When a Customer experiences an issue or interruption in Services, the following process and response times apply:

• Incident Severity Levels:

  • Severity 1 (Critical): Complete service outage or severe degradation affecting all users.
  • Severity 2 (High): Partial service outage or degradation affecting a significant subset of users.
  • Severity 3 (Medium): Minor issue or performance degradation with limited impact.
  • Severity 4 (Low): General inquiries, cosmetic issues, or minor problems not affecting service performance.

• Response Times:

  • Severity 1: Response within [e.g., 1 hour] and continuous efforts until resolution.
  • Severity 2: Response within [e.g., 2 hours].
  • Severity 3: Response within [e.g., 4 hours].
  • Severity 4: Response within [e.g., 1 business day].

b. Resolution Time Commitment

While resolution times may vary based on the nature and complexity of the incident, Intelli-Net LLC will work diligently to resolve all incidents in a timely manner. Specific resolution targets may be provided as part of the support documentation or as mutually agreed upon in writing.

c. Support Availability

Our technical support team is available during the following hours:

• Standard Support Hours: [Insert days/hours, e.g., Monday through Friday, 9:00 AM to 5:00 PM (Local Time)]
• After Hours/Emergency Support: For Severity 1 incidents, emergency support is available 24/7.

4. Monitoring and Reporting

• Service Monitoring:
  Intelli-Net LLC utilizes monitoring tools to continuously track the availability and performance of our Services.
• Reporting:
  Customers may request monthly uptime and performance reports. Additionally, Intelli-Net LLC will provide notifications of significant incidents or maintenance events as they occur.

5. Service Credits

If Intelli-Net LLC fails to meet the uptime commitment defined in Section 2 (excluding Scheduled Maintenance or Force Majeure events), customers may be eligible for service credits as follows:

• Eligibility:
  Service credits apply only to recurring service fees and are the sole and exclusive remedy for service unavailability.

• Calculation of Service Credits:

  • For each percentage point below the 99.9% uptime target in a calendar month, the customer will receive a service credit equal to [e.g., 1%] of the monthly fee for the affected service.

• Claim Process:

  • The customer must submit a service credit request within [e.g., 30 days] after the end of the calendar month during which the outage occurred.
  • Service credits will be applied to the customer’s next billing cycle.
  • Service credits are not redeemable for cash.

6. Exclusions

This SLA does not apply to any performance issues:

• Caused by factors outside Intelli-Net LLC’s reasonable control, including but not limited to Force Majeure events, third-party services, or issues with the customer’s hardware or software.
• Resulting from actions or inactions of the customer, including misconfiguration, misuse, or failure to follow recommended guidelines.
• Related to beta or trial services, if applicable, unless otherwise agreed in writing.

7. Changes to the SLA

Intelli-Net LLC reserves the right to modify this SLA from time to time. Customers will be notified of material changes through [email/website notifications]. Continued use of the Services after the effective date of such changes constitutes acceptance of the updated SLA.

8. Term and Termination

• Term:
  This SLA is effective for the duration of the customer’s Agreement with Intelli-Net LLC.
• Termination:
  Either party may terminate the Agreement in accordance with the termination provisions contained therein. Termination of the Agreement terminates this SLA, except for any accrued rights or obligations.

9. General Provisions

• Entire Agreement:
  This SLA, together with the Agreement and any other incorporated documents, constitutes the entire agreement regarding the subject matter herein.
• Governing Law:
  This SLA shall be governed by and construed in accordance with the laws of the State of [Insert State], without regard to its conflict of laws principles.
• Severability:
  If any provision of this SLA is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
• No Waiver:
  The failure of Intelli-Net LLC to enforce any provision of this SLA shall not be deemed a waiver of its right to enforce such provision later.

10. Contact Information

For any questions, concerns, or to report an incident under this SLA, please contact our support team:

Intelli-Net LLC Support
Email: [email protected]
Phone: +1.260-267-7622

By using the Services provided by Intelli-Net LLC, you agree to the terms of this Service Level Agreement.