Introduction

This Service Level Agreement (SLA) is a contract between Agile.co (the "Company") and its clients (the "Client") that outlines the level of service that clients can expect from the Company. This SLA is designed to ensure that the Company provides reliable, high-quality services to its clients and that clients are informed of their rights and obligations.

Uptime Guarantee

The Company guarantees that its services will be available and accessible to the Client 99.9% of the time during the course of the service contract period. This uptime guarantee is subject to the following conditions:

  1. Planned Maintenance: The Company reserves the right to perform scheduled maintenance on its services, during which time the services may be unavailable to the Client. The Company will provide the Client with advance notice of any planned maintenance.
  2. Unplanned Downtime: In the event of unplanned downtime, the Company will work to restore service as quickly as possible. The Company will provide the Client with regular updates on the status of the outage until the service is restored.

Response Times

The Company guarantees that it will respond to any inquiries or issues raised by the Client within the following time frames:

  1. Critical Issues: The Company will respond to critical issues within 1 hour of receiving notification from the Client.
  2. High Priority Issues: The Company will respond to high priority issues within 4 hours of receiving notification from the Client.
  3. Normal Priority Issues: The Company will respond to normal priority issues within 8 hours of receiving notification from the Client.

Key Performance Indicators