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Service Level Agreement (SLA)

  1. Introduction

This Service Level Agreement (“SLA”) outlines the expected level of service provided by Humpf Tech LLC (“We”, “Us”, “Our”) to the Client (“You”, “Your”). This SLA is subject to the terms outlined in the Master Service Agreement (“MSA”) and is incorporated by reference into the MSA.

  1. Service Coverage

We provide IT support services as outlined in the MSA. Services are available Monday through Friday from 9:00 AM to 6:00 PM, excluding public holidays. After-hours support is available at additional rates and should be requested as part of an “Emergency Upgrade”.

  1. Response Times

Our guaranteed response times depend on the priority of the service request:
– Critical: 1 hour
– High: 4 hours
– Medium: 1 business day
– Low: 2 business days
All response times are calculated from the time a valid service request is logged through our Support Portal.

  1. Exclusions

The following are excluded from this SLA:
– Requests made outside of supported business hours
– Issues caused by hardware or software not approved by Us
– Service interruptions due to events outside of Our control (e.g., natural disasters)
– Delays caused by third-party vendors.

  1. Compensation for Failure to Meet SLA

If We fail to meet the response times outlined in this SLA, You may be eligible for a credit of 5% of the monthly fee for that month, up to a maximum of 25%. Claims for compensation must be submitted within 7 days of the incident in question.