Service Level Agreement
This Service Level Agreement ("SLA") outlines the commitments of Working Pro AI regarding service availability, performance, and support for our managed services and private AI solutions.
1. Service Availability
Working Pro AI commits to the following service availability targets:
- Managed Infrastructure Services: 99.9% monthly uptime
- Private AI Platform: 99.5% monthly uptime
- Help Desk & Support: 24/7 availability
- Security Monitoring Services: 99.9% monthly uptime
Uptime is calculated as: (Total minutes in month - Downtime minutes) / Total minutes in month × 100%
2. Support Response Times
Our support team commits to the following initial response times:
- Critical Issues (Service Down): 15 minutes
- High Priority (Severe Impact): 30 minutes
- Medium Priority (Moderate Impact): 2 hours
- Low Priority (Minor Impact): 4 business hours
Response times are measured from when a support ticket is submitted through our official channels.
3. Resolution Times
Our commitment to resolving issues based on priority:
- Critical Issues: 4 hours to temporary workaround, 24 hours to full resolution
- High Priority: 8 hours to temporary workaround, 48 hours to full resolution
- Medium Priority: 2 business days to resolution
- Low Priority: 5 business days to resolution
4. Performance Metrics
For managed services, we monitor and report on:
- Server and application performance metrics
- Network latency and bandwidth utilization
- Storage I/O performance and capacity
- Backup success rates and recovery time objectives (RTO)
- Security alert volume and mean time to detect/respond (MTTD/MTTR)
5. Reporting
We provide regular performance and availability reports:
- Monthly service performance reports
- Quarterly business reviews (QBRs) for enterprise clients
- Real-time dashboard access for monitored services
- Incident reports for significant service affecting events
6. Exclusions
The SLA does not apply to service interruptions caused by:
- Force majeure events (natural disasters, war, terrorism, etc.)
- Actions or omissions of the customer or third parties
- Maintenance windows (with prior notice)
- Issues with customer-provided equipment or software
- Internet connectivity issues beyond our network boundary
- Changes in regulatory requirements requiring service modifications
7. Service Credits
If we fail to meet the service availability commitments outlined in this SLA, eligible customers may receive service credits:
- 99.0% - 99.8% monthly uptime: 10% service credit
- 98.0% - 98.9% monthly uptime: 25% service credit
- Below 98.0% monthly uptime: 50% service credit
Service credits are calculated as a percentage of the monthly service fee for the affected service and must be requested within 30 days of the incident.
8. Changes to SLA
We reserve the right to modify this SLA at any time with reasonable notice. Continued use of our services after such modifications constitutes acceptance of the modified SLA.
9. Contact Information
For SLA-related inquiries or to request service credits, please contact:
Working Pro AI
8777 East Via De Ventura
Suite 335
Scottsdale, AZ 85258
Phone: (602) 835-1110