Service Level Agreement

Effective Date: May 23, 2025

This Service Level Agreement (SLA) defines the level of service ST Solution provides to its clients. It outlines performance standards, service delivery expectations, and responsibilities for both parties.

1. Purpose

The purpose of this SLA is to establish a clear framework for the delivery of ST Solution’s services, ensuring high-quality performance, reliability, and client satisfaction across all engagements.

2. Scope of Services

ST Solution provides a comprehensive suite of services, including but not limited to:

• Web Development and E-Commerce Solutions
• Software Solutions and Custom CRM/ERP Development
• App Development and UI/UX Design
• Digital Marketing, SEO/SEM, and Social Media Management
• AI/Machine Learning and Blockchain Development
• Cloud Computing, Hosting, and Cybersecurity Solutions
• IT Consultancy, Quality Assurance, and Virtual Assistant Services

Services are delivered per agreed-upon project terms, with performance levels outlined in this SLA.

3. Service Availability

ST Solution commits to the following availability standards:

• Core services (e.g., websites, cloud hosting, CRM systems) available 99.9% of the time, excluding scheduled maintenance.
• Scheduled maintenance notified at least 72 hours in advance via email or client portal.
• Unplanned downtime reported to clients within 30 minutes of detection.

4. Response and Resolution Times

ST Solution provides support based on issue severity:

Severity Level	Description	Response Time	Resolution Time
Critical	Service outage or critical system failure impacting business operations	30 minutes	4 hours
High	Significant issue with moderate business impact	1 hour	8 hours
Medium	Minor issue with limited operational impact	4 hours	2 business days
Low	General inquiries or minor issues	1 business day	5 business days

5. Client Responsibilities

Clients agree to:

• Provide timely access to systems, data, and infrastructure required for service delivery.
• Respond promptly to ST Solution’s requests for information or clarification.
• Maintain compliant systems and networks to support service implementation.

6. Service Monitoring and Reporting

ST Solution monitors service performance continuously and provides monthly reports detailing:

• Service uptime and availability metrics
• Incident logs and resolution outcomes
• Upcoming maintenance schedules

7. Service Credits

If ST Solution fails to meet SLA standards, clients may receive service credits:

Service Level Breach	Credit Entitlement
Availability below 99.9%	5% of monthly service fee
Response time exceeds critical/high severity limits	10% of monthly service fee

Credits are applied to the next billing cycle and cannot be redeemed for cash.

8. Exclusions

This SLA does not cover:

• Issues due to client negligence or misuse of services.
• External factors (e.g., internet outages, natural disasters) beyond ST Solution’s control.
• Third-party services or applications outside the agreed scope.

9. Term and Termination

This SLA is effective from the project start date and continues until terminated by either party with 30 days’ written notice. ST Solution will ensure a smooth transition upon termination.

10. Review and Amendments

This SLA is reviewed annually. Amendments require mutual written agreement between ST Solution and the client.

11. Dispute Resolution

Disputes will be resolved through informal negotiations. If unresolved, disputes will proceed to arbitration under the laws of [Your Jurisdiction].