Service Level Agreement (SLA)

Effective Date: March 1st, 2024

This Service Level Agreement ("Agreement") outlines the service levels and commitments between LogicBaker Company Limited ("Service Provider") and you ("Customer") regarding the provision of Logic Baker Platform ("Service"). By using the Service, you agree to the terms of this SLA.

1. Objectives

The objectives of this SLA are to:

1. Define the responsibilities of the Service Provider and the Customer.
2. Establish performance metrics and service availability expectations.
3. Outline the process for addressing and resolving service-related issues.

2. Service Scope

The Service includes:

• 24/7 hosting, technical support, and platform access
• Customer support as described in this Agreement.

The Service does not include:

• Third-party services not directly controlled by LogicBaker Company Limited.
• Issues caused by the Customer's misuse of the Service.

3. Service Availability

• Uptime Commitment: The Service Provider guarantees an uptime of 99.9% during each calendar month.
• Exclusions: Scheduled maintenance, force majeure events, and third-party outages are excluded from the uptime calculation.

4. Support and Response Times

• Support Hours: Customer support is available from Monday to Friday, 9 AM - 6 PM GMT.
• Response Times:
  • Critical Issues: Response within 1 hours.
  • Non-Critical Issues: Response within 8 hours.

5. Maintenance and Updates

• Scheduled Maintenance: Maintenance will be performed during off-peak hours with prior notice of at least 48 hours.
• Emergency Maintenance: Emergency maintenance may occur without prior notice if necessary to protect the Service.

6. Issue Resolution

The Service Provider will make all reasonable efforts to resolve service issues according to the following priorities:

• Critical Issues: Issues severely impacting the Service (e.g., total outage).
• Non-Critical Issues: Minor bugs or performance issues with limited impact.

7. Customer Responsibilities

The Customer agrees to:

1. Provide accurate and up-to-date information when reporting issues.
2. Use the Service in compliance with applicable laws and the Terms of Service.
3. Maintain a stable internet connection to access the Service.

8. Performance Metrics

The Service Provider will monitor and report on the following metrics:

• Uptime percentage
• Average response time for support requests
• Resolution time for reported issues

9. Remedies for Breach of SLA

If the Service Provider fails to meet the uptime commitment:

• The Customer may be eligible for a service credit equal to 10% of the monthly subscription fee.
• Service credits must be requested within 30 days of the incident.

10. Limitation of Liability

To the fullest extent permitted by law:

• The Service Provider's liability for SLA breaches is limited to the service credits described above.

11. Governing Law and Jurisdiction

This Agreement shall be governed by the laws of Your Country. Any disputes shall be resolved in the courts of Your City, State.

12. Contact Information

For SLA-related inquiries, please contact:

• Email: support@logicbaker.com
• Address: 2081 Mountain View, CA. 94583

Thank you for choosing LogicBaker Company Limited. We are committed to delivering reliable and high-quality services.