Service Level Agreement

1. SLA Overview

This Service Level Agreement ("SLA") describes the service levels that Intelligent Solutions Agency Pty Ltd ("ISA") commits to provide to customers ("Clients") who have purchased our Enterprise or Premium support plans.

1.1 Scope

This SLA applies to:

• Cloud-based AI and automation platforms
• API services and integrations
• Custom developed solutions under maintenance
• Managed services and infrastructure

1.2 Service Tiers

2. Service Availability

2.1 Uptime Commitment

ISA guarantees the following monthly uptime percentages for production environments:

2.2 Availability Calculation

Monthly Uptime Percentage = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

2.3 High Availability Architecture

Our services are built with redundancy and resilience:

• Multi-region deployment across AWS/Azure/GCP
• Automatic failover and load balancing
• Real-time data replication
• Disaster recovery with RPO < 1 hour, RTO < 4 hours
• Regular backup with point-in-time recovery

3. Performance Standards

3.1 Response Time Targets

3.2 Throughput Guarantees

• API Calls: Minimum 1,000 requests per second
• Data Processing: 10GB per hour minimum
• Concurrent Users: Support for contracted user limits
• Storage IOPS: 3,000 IOPS minimum for database operations

3.3 Data Accuracy

• AI Model Accuracy: As per agreed benchmarks
• Data Processing Accuracy: 99.99%
• Transaction Integrity: 100% with ACID compliance

4. Support Levels

4.1 Support Tier Comparison

4.2 Support Channels

• Phone: Direct line for Enterprise/Premium clients
• Email: [email protected]
• Portal: 24/7 ticket submission and tracking
• Slack/Teams: Direct channel for Enterprise clients
• On-site: Available for critical issues (Enterprise only)

5. Response and Resolution Times

5.1 Issue Priority Levels

5.2 Response and Resolution Targets

6. Escalation Procedures

6.1 Escalation Matrix

6.2 Client Escalation Path

Clients may escalate issues through:

1. Technical Account Manager (Enterprise clients)
2. Account Manager (Premium/Enterprise clients)
3. Service Delivery Manager
4. Head of Customer Success
5. Chief Operating Officer

6.3 Emergency Escalation

7. Maintenance Windows

7.1 Scheduled Maintenance

• Standard Window: Sunday 2:00 AM - 6:00 AM AEST
• Frequency: Monthly or as required
• Notice Period: 7 days advance notice via email and portal
• Duration: Maximum 4 hours per month

7.2 Emergency Maintenance

• Definition: Critical security patches or urgent fixes
• Notice: Minimum 2 hours when possible
• Communication: Email, SMS, and portal notification
• Approval: Requires Service Manager approval

7.3 Zero-Downtime Deployments

Where possible, we implement changes without service interruption using:

• Blue-green deployments
• Rolling updates
• Feature flags
• Database migration with zero downtime

8. Monitoring and Reporting

8.1 Proactive Monitoring

We continuously monitor:

• Service availability and uptime
• API response times and error rates
• Resource utilisation (CPU, memory, storage)
• Security events and anomalies
• Network latency and throughput
• Application performance metrics

8.2 Reporting

8.3 Service Health Dashboard

Access real-time service status at: status.intelligentsolutions.agency

9. Service Credits

9.1 Service Credit Schedule

9.2 Credit Request Process

1. Submit request within 30 days of the incident
2. Include service impact details and duration
3. ISA reviews and responds within 5 business days
4. Credits applied to next invoice upon approval

9.3 Credit Limitations

• Maximum credit: 100% of monthly service fee
• Credits cannot be exchanged for cash
• Credits expire after 12 months if unused
• Not applicable during beta or trial periods

10. SLA Exclusions

This SLA does not apply to performance issues or outages resulting from:

10.1 Client-Related Issues

• Client equipment, software, or network issues
• Unauthorised access or modifications by client
• Client's failure to follow documented procedures
• Exceeding agreed usage limits or quotas

10.2 Third-Party Issues

• Third-party service provider outages
• Internet service provider issues
• DNS or routing issues outside our control

10.3 Force Majeure

• Natural disasters
• War, terrorism, or civil unrest
• Government actions or regulations
• Pandemic or epidemic
• Labour disputes

10.4 Planned Activities

• Scheduled maintenance windows
• Client-requested service suspensions
• Beta features or preview services

11. Client Responsibilities

11.1 General Responsibilities

• Maintain appropriate security measures on client systems
• Provide timely access for troubleshooting
• Keep contact information current
• Report issues promptly through proper channels
• Maintain backups of critical data

11.2 Technical Requirements

• Maintain compatible browsers and software versions
• Ensure adequate network bandwidth
• Implement recommended security configurations
• Follow API usage guidelines and rate limits

11.3 Cooperation

• Provide necessary information for issue resolution
• Participate in root cause analysis when required
• Implement recommended fixes and updates
• Attend training sessions as agreed

12. Definitions

Availability

The percentage of time the service is operational and accessible

Business Hours

Monday to Friday, 9:00 AM to 5:00 PM AEST, excluding public holidays

Downtime

Period when the service is unavailable or not performing within specifications

Incident

An unplanned interruption or degradation of service quality

MTTR (Mean Time To Repair)

Average time taken to restore service after an incident

RCA (Root Cause Analysis)

Systematic investigation to identify the fundamental cause of an incident

RPO (Recovery Point Objective)

Maximum acceptable data loss measured in time

RTO (Recovery Time Objective)

Target time for service restoration after disaster

Service Credit

Compensation provided for SLA breaches, applied to future invoices

Service Request

Request for information, advice, or standard change

13. Contact Information