Support Service Level Agreement (SLA)

1. Introduction & Scope

Hasty, LLC (the "Provider") is a full-service technology provider committed to delivering priority customer service and technical solutions to the "Client". This agreement outlines the specific services, response times, and responsibilities related to ongoing technology support. Specialized projects outside of this scope are not covered under this standard contract and require a separate agreement.

2. Hours of Operation & Contact Methods

Standard support is available Monday through Friday, 9:00 AM to 5:00 PM EST. Support requests submitted on weekends or nationally accepted holidays are subject to emergency rates.

Service requests are processed in the order received, factoring in the level of urgency. Requests can be submitted via:

• Phone/Text: 575-MY-HASTY
• Email: support@hastyllc.com

3. Priority Levels & Response Times

The Provider will make every effort to resolve issues immediately upon the initial request. For ongoing cases, target timeframes are assigned as follows:

• Very High (System-Wide Outage): A problem affecting the entire organization or a large group of users.
  • Target Response: 1 hour (Standard) / 3 hours (After-Hours)
  • Target Completion: Within 4 hours
• High (Critical User Outage): A problem with no known workaround affecting a single priority user.
  • Target Response: 2 hours (Standard) / 4 hours (After-Hours)
  • Target Completion: Within 1 working day
• Medium (Standard Service): A general request or problem with a viable workaround.
  • Target Response: 8 hours (Standard) / 10 hours (After-Hours)
  • Target Completion: Within 2 working days
• Low (Non-Urgent): A request that does not require immediate attention or involves long-range planning.
  • Target Response: 1 working day (Standard) / 4 working days (After-Hours)
  • Target Completion: Within 5 working days

4. Client Responsibilities

To ensure seamless support, the Client agrees to:

• Provide detailed symptoms, occurrence frequencies, and known triggers when requesting service.
• Designate a primary contact with the authority to make financial and operational decisions.
• Provide explicit consent for remote computer access when requested.
• Leave necessary equipment powered on (with sleep/hibernation disabled) during scheduled remote support windows.

5. Billing, Rates & Payment

• Standard Payments: Monthly standard charges are due on or before the final date of the billing cycle, with a grace period extending to 5:00 PM EST the following day. Late payments accrue a fee of $15 per day.
• Hardware/Software: Third-party costs paid by the Provider on behalf of the Client must be reimbursed in full by the end of the subsequent billing cycle.
• Travel: On-site travel reimbursement is billed at $0.50 per mile, and travel time is billed at $30 per hour. The Provider prioritizes remote resolution to minimize these expenses for the Client.
• Emergency Rates: A $25 premium fee applies to emergency support falling outside standard business hours. An emergency is defined as any task requiring the Provider to prioritize the Client over another with an equal or higher SLA tier.

6. Service Guarantees & Liability

• SLA Breaches: If a request is not responded to or resolved within the guaranteed timeframe, 30 minutes of billable work will be deducted per hour over the deadline (up to the total time billed for that specific case). Requests made within one hour of the 5:00 PM EST closing time defer to 9:00 AM EST the following business day.
• Damages Limit: Any reimbursement for damage or loss incurred by the Client due to the Provider's actions shall not exceed the standard amount paid by the Client per single billing cycle under this contract.
• Loaned Equipment: Any damages to temporary equipment loaned by the Provider must be replaced at the Client's expense within 30 days with hardware of equal or greater value.

7. Termination

Termination of this contract by either party requires written notice 30 days prior to the start of the next billing cycle. All borrowed items must be returned by the end of the final billing period or will be replaced at the borrower's expense.