Service Level Agreement (SLA)

Effective Date: 12/23/2023

1. Service Availability

1.1. NeedToBePro LLC commits to maintaining a service uptime of 99%.

1.2. Uptime refers to the percentage of time when the service is available and performing as intended.

2. Incident Response Priorities

2.1. Priority 1: Critical Outage

Definition: A critical outage is a severe issue that renders the service completely unavailable or substantially impacts functionality.

Credit Refund: In the event of a critical outage, a 20% credit refund on the monthly service fee will be issued upon confirmation.

2.2. Priority 2: Major Outage

Definition: A major outage is an issue that significantly impacts the service's performance but does not render it completely unavailable.

Credit Refund: Upon confirmation of a major outage, a 15% credit refund on the monthly service fee will be provided.

2.3. Priority 3: Base Outage

Definition: A base outage is a less severe issue that has a minimal impact on service performance.

Credit Refund: A credit refund of 10% on the monthly service fee will be issued upon confirmation of a base outage.

3. Credit Request Process

3.1. To initiate a credit refund, customers must submit a written request within 24 hours of the incident occurring.

3.2. The request must include detailed incident information, including date, time, and a description of the impact on service.

3.3. Credit refunds will be processed within 2 hours of receiving a valid request.

3.4. In further demonstration of our dedication to ensuring your satisfaction, we extend our commitment by providing Credit Refunds for outages lasting one hour or more!

4. Exclusions

4.1. This SLA does not cover downtime or issues caused by factors beyond our control, including but not limited to acts of nature, force majeure events, or actions by third parties.

4.2. Scheduled maintenance downtime, communicated in advance to the customer, is not eligible for credit refunds.

5. Review and Amendment

5.1. This SLA will undergo quarterly reviews and may be amended to reflect changes in service offerings or customer needs.

5.2. Any amendments to the SLA will be communicated to customers before their effective date.

6. Contact Information

6.1. For SLA-related inquiries or credit refund requests, please contact the NeedToBePro LLC Staff Team at support@needtobepro.com.

By accepting this SLA, you acknowledge and agree to the outlined terms and conditions.