1. Service Description

This Service Level Agreement (SLA) outlines the terms and conditions for the provision of services by Spate, a SaaS provider, to subscribers to the services provided.

2. Service Availability

• The services will be available 24 hours a day, 7 days a week, excluding scheduled maintenance windows.
• Scheduled maintenance windows will be communicated to the customer at least 48 hours in advance, and will not exceed 12 hours per occurrence.
• In the event of unscheduled downtime, Spate will use commercially reasonable efforts to restore services within 8 hours of detection during business days.

3. Performance Metrics

• Spate guarantees a minimum uptime of 99.0% over the course of a calendar month, excluding scheduled maintenance windows.
• Performance metrics such as response time, latency, and throughput will be monitored and maintained within acceptable levels as defined in the service documentation.

4. Customer Support

• Customer support will be available via email and/or ticketing system during business hours (9:00 AM ET to 5:00 PM ET, Monday to Friday, excluding holidays).
• Response times for support inquiries are as follows:
  • Critical Issues: 8 hours during business days
  • Significant Issues: 8 hours during business days
  • Other Issues: Within 24 hours
• Support requests received outside of business hours will be addressed at the earliest opportunity during the next business day.

5. Data Security and Privacy

• Spate will implement industry-standard security measures to protect customer data from unauthorized access, disclosure, or alteration.
• Customer data will be stored in compliance with applicable data protection laws and regulations.
• Regular security audits and vulnerability assessments will be conducted to ensure the integrity of the system.

6. Escalation Procedures

• In the event of a service outage or critical issue, escalation procedures will be followed to ensure timely resolution.