Service Level Agreement

Updated Feb 16, 2024

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between (“Proxy-Cheap”) and Customer for the provisioning of IT services required to support and sustain the product or service.This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.This Agreement outlines the parameters of all services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s). The objectives of this Agreement are to:

Provide clear reference to service ownership, accountability, roles and/or responsibilities.

Present a clear, concise and measurable description of service provision to the customer.

Match perceptions of expected service provision with actual service support & delivery.

3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

IT Service Provider(s): (“Proxy-Cheap”)

IT Customer(s): Customer (“Customer”)

4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice.Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements/approvals as required.

5. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

5.1. Service Scope

The following Services are covered by this Agreement:

E-mail and live chat support

Remote assistance using Remote Desktop where available

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

Email support: 24/7

Live Chat support: Monitored 10:00 A.M. to 7:00 P.M. Monday – Friday

In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:

0-3 hours (during business hours) for issues classified as High priority.

Within 24 hours for issues classified as Medium priority.

Within 2 working days for issues classified as Low priority.

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.