Pursuant to the Terms of Service Above LLC. (“Above Agency”), hereby provides Customer with the following Service Level Agreement (“SLA”). Unless otherwise defined herein all capitalized terms will have the meaning set forth in the Terms of Service. The Terms of Service are hereby incorporated by reference.
1. Service Level Commitment
Above Agency will use commercially reasonable efforts to ensure the availability of Service and will attempt to maintain ninety-nine point nine nine nine percent (99.999%) availability (“Service Availability”).
2. Scheduled Maintenance
Services will be unavailable to during scheduled or emergency maintenance events. Above Agency will provide Customer with seventy-two (72) hours notice advance notice for scheduled maintenance events. Scheduled maintenance will be performed during off-peak hours (Sunday’s 6:00 p.m. through 6:00 a.m. Central Standard Time). Above Agency in its sole discretion will determine whether to provide Customer notification in an emergency maintenance situation. All maintenance notifications from Above Agency will be provided to Customer’s designated point of contact. Scheduled outages will not be counted in measuring Service Availability. Scheduled maintenance may vary based on Customer’s Service selections. Above Agency will work with Customer to accommodate Services that require non-standard schedule maintenance times.
3. Incident Report
Customer shall immediately notify Above Agency of Service unavailability at firstname.lastname@example.org and Above Agency Support will work with Customer to determine the cause for such unavailability and will use reasonable efforts to restore Services to Customer. Customer shall work with Above Agency to provide all necessary information to resolve any issues associated with restoration of Services.