Service Level Agreement
Introduction
This Service Level Agreement (SLA) outlines the terms and conditions for the provision of services by InfraCharm LLC. This agreement is entered into by InfraCharm LLC ("Service Provider") and the client ("Client").
Services
2.1 InfraCharm LLC agrees to provide services to the client unless otherwise noted by Management, or InfraCharm LLC deny producing services for a client. Services we offer can be found on our website at https://infracharm.com.
Service Levels
3.1 Availability: InfraCharm LLC will use reasonable efforts to ensure the availability of services. The target uptime is 99%, excluding scheduled maintenance.
3.2 Response Time: While InfraCharm LLC would like to offer 24/7 support, it is simply not feasible. Service-related and Support-related requests will be responded to within 1 hour of receipt, providing no underlying circumstances.
Client Responsibilities
4.1 The Client agrees to cooperate with InfraCharm LLC and provide necessary information and access to facilitate the provision of services.
4.2 The Client is responsible for ensuring the security and confidentiality of login credentials and access to services.
Payment Terms
5.1 Payment terms are as outlined in the attached invoice or as agreed upon in a separate agreement between the parties.
Confidentiality
6.1 InfraCharm LLC agrees to treat all client data and information as confidential and will not disclose it to third parties without the Client's explicit consent.
Performance Metrics
7.1 InfraCharm LLC will provide regular performance reports to the Client, outlining key metrics and service levels achieved.
Dispute Resolution
8.1 Any disputes arising under or in connection with this SLA will be resolved through negotiation in good faith between the parties.
Reporting Violations
Employees are encouraged to report any violations of this Code of Ethics to management. Whistleblower protections will be in place to safeguard those who report in good faith.
Termination
9.1 Either party may terminate this agreement with written notice if the other party breaches any material terms of this SLA.
Force Majeure
10.1 Neither party will be liable for any failure or delay in performance under this SLA due to circumstances beyond their reasonable control.
Governing Law
11.1 This SLA is governed by and construed in accordance with the laws of the Commonwealth of Virginia.
Changes to SLA
12.1 InfraCharm LLC reserves the right to update or modify this SLA at any time. Clients will be notified of any significant changes.
Contact Us
If you have any questions or concerns regarding our SLA, please contact InfraCharm LLC Management.