SLA

This Service Level Agreement (SLA) is established by Innocent Michael Network Inc. (hereinafter referred to as "Provider") and is applicable to all clients (hereinafter referred to as "Client" or "Clients") utilizing our services. This SLA outlines the standard level of service, performance metrics, and mutual expectations to ensure the highest quality of service delivery.

Service Scope

The Provider offers a comprehensive suite of IT solutions, including but not limited to:

• Web Development and Maintenance: Design, development, maintenance, and hosting of professional websites.
• Cybersecurity Solutions: Implementation of advanced cybersecurity measures to protect digital assets.
• IT Support and Consultation: On-demand IT support and strategic IT consultation services.
• Mobile App Development: Custom mobile application development for various platforms.
• Digital Marketing: SEO, content marketing, and social media management services to enhance online presence.

Service Availability

• The Provider guarantees a monthly uptime of 99.5%, excluding scheduled maintenance periods.
• Clients will be notified of scheduled maintenance at least 48 hours in advance.

Performance Metrics

• Response Time: Initial response to any service inquiries or incident reports within 4 business hours.
• Resolution Time: Critical issues resolution within 24 hours; non-critical issues resolution within 72 hours.

Support

• Support available Monday to Friday, 9 AM to 5 PM Eastern Time (ET), excluding Canadian public holidays.
• Contact methods include email at [[email protected]] and phone at [phone number].

Reporting and Review

• Quarterly performance reviews and reports will be provided, detailing service usage, performance, and incident management.
• An annual SLA review meeting will be scheduled to discuss service performance and potential adjustments.

Security and Confidentiality

• The Provider commits to industry-standard practices for data security and privacy, ensuring the confidentiality and integrity of Client data.
• Regular security audits and updates will be conducted to maintain high security standards.

Amendments and Termination

• This SLA may be amended with mutual agreement. All amendments must be documented in writing.
• Either party may terminate the agreement with written notice if SLA terms are consistently unmet, with a specified notice period for remedy and termination.

Acceptance

Utilization of services from Innocent Michael Network Inc. constitutes acceptance of this SLA and its terms. This SLA is effective upon the commencement of service usage and remains in effect until modified or terminated.