Service Level Agreement

1. Preamble

This Service Level Agreement ("SLA") constitutes a binding agreement between That Is A Q ("Provider") and the Client identified above ("Client"). This document outlines the service standards, availability guarantees, support protocols, and remediation policies governing the delivery of digital product development, hosting, and maintenance services.

2. Scope of Services

The Provider agrees to deliver the following services as detailed in the accompanying Statement of Work (SOW):

• Custom web/mobile application design & development
• Cloud infrastructure provisioning & management (AWS/GCP/Azure)
• Continuous integration/continuous deployment (CI/CD) pipeline maintenance
• Ongoing security patching, monitoring, and performance optimization
• Technical consultation and strategic advisory

Services outside this scope may be requested via a change order and will be billed according to the Provider's standard rate card.

3. Service Availability & Uptime

The Provider guarantees the following minimum monthly uptime percentages for production environments:

Uptime is calculated excluding scheduled maintenance windows and periods explicitly approved by the Client.

4. Support & Response Times

Support requests will be categorized by severity and handled according to the following SLA targets:

Support is available via email, ticketing system, and dedicated Slack/Teams channels during business hours (Mon-Fri, 9AM-6PM PT). 24/7 coverage is available for Enterprise tier clients.

5. Performance Monitoring & Reporting

The Provider will utilize industry-standard monitoring tools (Datadog, New Relic, or equivalent) to track system health, latency, error rates, and throughput. Monthly performance reports will be delivered by the 5th business day of the following month, detailing:

• Uptime percentages vs. SLA targets
• Incident logs & root cause analysis
• Response & resolution time compliance
• Recommendations for optimization

6. Service Credits & Remedies

In the event the Provider fails to meet the agreed-upon uptime or support targets, the Client is eligible for service credits applied to the next invoice:

• Uptime 99.0% – 99.4%: 10% credit of monthly fee
• Uptime 95.0% – 98.9%: 25% credit of monthly fee
• Uptime below 95.0%: 50% credit of monthly fee

Credits must be claimed within 15 days of the monthly report. Credits represent the sole financial remedy for SLA breaches.

7. Exclusions & Limitations

SLA guarantees do not apply to:

• Downtime caused by Client actions, third-party integrations, or force majeure events
• Performance issues stemming from Client-provided code, data, or content
• Scheduled maintenance announced at least 72 hours in advance
• Security incidents resulting from Client credential compromise or failure to apply recommended patches

8. Data Security & Compliance

The Provider maintains SOC 2 Type II compliance and adheres to GDPR/CCPA data handling standards. All Client data is encrypted at rest (AES-256) and in transit (TLS 1.3). Regular penetration testing and vulnerability scans are conducted quarterly. The Provider retains no Client data beyond the active contract term unless explicitly requested for backup/archival purposes.

9. Term & Termination

This SLA becomes effective upon the date listed above and remains in effect for the duration of the master service agreement. Either party may terminate with 30 days written notice. Upon termination, the Provider will facilitate secure data export and knowledge transfer within 14 business days.

10. Governing Law & Amendments

This agreement shall be governed by the laws of the State of California. Any modifications to this SLA require mutual written consent via signed addendum. In the event of a conflict between this SLA and the Master Services Agreement (MSA), the MSA shall prevail.