This Service Level Agreement (SLA) is incorporated by reference as Exhibit A to the License Agreement between Secure-IT, Inc., DBA Birdcall ("Service Provider" or "Birdcall").
1. Birdcall Responsibilities
Birdcall agrees to:
- Deliver services professionally and per the agreed-upon timelines and standards.
- Maintain a robust data governance framework, including encryption and restricted access controls.
- Provide ongoing support and troubleshooting per the SLA.
- Protect the Licensee's Confidential Information with industry best practices.
2. Service Levels and Support
a. Uptime and Availability
Birdcall commits to:
- 99.99% availability for API connections and Platform services, except during scheduled maintenance
b. Standard Support Response Times
- Critical Issues: Response within 4 hour, resolution within 8 hours.
- High Priority Issues: Response within 8 hours, resolution within 24 hours.
- Medium Priority Issues: Response within 2 business day, resolution within 3 business days.
- Low Priority Issues: Response within 3 business days, resolution within 5 business days.
c. Campaign Support Response Times (Slack-Based)
- Critical Issues: Response within 1 hour, resolution within 4 hours.
- High Priority Issues: Response within 4 hours, resolution within 8 hours.
- Medium Priority Issues: Response within 1 business day, resolution within 3 business days.
- Low Priority Issues: Response within 2 business days, resolution within 5 business days.
Licensees will be provided access to a dedicated Slack workspace (or other mutually agreed messaging platform) for active collaboration and ongoing campaign support.
d. Remedies for Service Level Failures
In the event of service level failures, Birdcall will provide service credits applicable to future invoices. Such credits will be deducted from charges on future engagements. Service credits are the sole and exclusive remedy for such failures.
e. Scheduled Maintenance
Birdcall will provide the Licensee with at least 7 days' notice for planned maintenance activities.
