Service Level Agreement (SLA)
Service Level Agreement (SLA)
1. Purpose
This Service Level Agreement ("SLA") outlines the standards and levels of service that Incentrex, Inc., commits to providing for the use of its downloadable SaaS software products and related services.
This SLA is incorporated into and governed by the [Master Services Agreement / Terms of Service] between the parties.
2. Services Covered
This SLA applies to the following services:
- Access to licensed downloadable software
- License key delivery and activation
- Hosting and availability of cloud-based components (if applicable)
- Technical support services
3. Service Availability (Uptime)
Target Uptime:
We aim to maintain at least 99.5% uptime monthly for any cloud-based portions of the service (e.g., license validation, user portals).
Exclusions:
Downtime does not include:
- Scheduled maintenance (with at least 48 hours’ notice)
- Force majeure events (e.g., natural disasters, third-party failures)
- Issues caused by Customer’s internet connection, software conflicts, or hardware
4. Support Services
a. Support Hours
Support is available via email at: support@incentrex.io, and ticketing system during the following hours:
- Monday to Friday, 9:00 AM to 5:00 PM (Eastern Time)
- Excludes U.S. public holidays
b. Response Times
| Priority | Description | Initial Response Target |
|---|---|---|
| High | Service down, critical error | Within 4 business hours |
| Medium | Major functionality impaired | Within 8 business hours |
| Low | General inquiries or minor bugs | Within 24 business hours |
5. Customer Obligations
To receive SLA support, Customer must:
- Use the Software in accordance with the Terms of Service and EULA
- Submit complete and accurate issue reports
- Cooperate with Provider’s support staff during troubleshooting
6. Issue Resolution
We will make commercially reasonable efforts to resolve all reported issues. Resolution may include patches, workarounds, or updates.
This SLA does not guarantee a fixed time for resolution, only response and investigation.
7. SLA Credits
If monthly uptime falls below 99.5%, and the Customer notifies us in writing within 10 business days, the Customer may request a service credit equal to:
- 5% of the monthly fee for uptime between 99.0% and 99.49%
- 10% of the monthly fee for uptime below 99.0%
Limitations:
- Credits are capped at 25% of the monthly fee
- Credits are issued as future service credits, not cash refunds
8. Modifications
Incentrex, Inc., reserves the right to modify this SLA with 30 days’ prior notice. Continued use of the service after the effective date of changes indicates Customer’s acceptance.