Introduction
Wingu Technology LLC is committed to delivering high-quality and reliable services. This Service Level Agreement (SLA) outlines our commitments, service standards, and responsibilities to ensure transparency and mutual understanding between Wingu Technology and its clients.
Scope
This SLA applies to all services provided by Wingu Technology LLC and defines the performance metrics, response times, and recovery objectives for our tiered service levels. Specific agreements may override this SLA where explicitly stated.
- Basic – Entry-level service, including limited support and site visits.
- Essentials – Essential support features with additional access to site visits.
- Standard – Balanced support and features for small to medium organizations.
- Advanced – Enhanced support for larger organizations with critical needs.
- Ultimate – Comprehensive service level with the fastest response and recovery times.
Service Availability
We guarantee a minimum uptime of 99.9% for all critical services. Scheduled maintenance is conducted during non-peak hours to minimize disruption and is communicated in advance.
- Uptime Commitment – Services will be operational and accessible for 99.9% of the agreed service period.
- Maintenance – Limited to four (4) hours per month unless otherwise agreed upon.
- Exclusions – Downtime caused by external factors such as natural disasters or third-party issues.
Support and Response Times
Support levels and response times are determined by the client’s service tier:
| Service Tier | Critical (Priority 1) | Major (Priority 2) | Minor (Priority 3) | Included Site Visits |
|---|---|---|---|---|
| Basic | 4 hours | 12 hours | 48 hours | 1 |
| Essentials | 3 hours | 8 hours | 36 hours | 2 |
| Standard | 2 hours | 6 hours | 24 hours | 3 |
| Advanced | 1 hour | 4 hours | 16 hours | 4 |
| Ultimate | 30 minutes | 2 hours | 8 hours | 5 |
Additional site visits are charged at the current rate.
Backup and Recovery
Our backup and recovery services are designed to meet your business's needs with flexible options for RTO, RPO, and backup retention based on your service level:
| Service Level | RPO (Recovery Point Objective) | RTO (Recovery Time Objective) | Backup Retention |
|---|---|---|---|
| Basic | None | None | None |
| Essentials | 24 hours | 48 hours | 30 days |
| Standard | 12 hours | 24 hours | 60 days |
| Advanced | 6 hours | 12 hours | 6 months |
| Ultimate | 4 hours | 8 hours | 1 year |
Client Responsibilities
Clients must:
- Report issues promptly and provide accurate details.
- Maintain client-side systems in line with recommendations.
- Comply with terms outlined in the Master Service Agreement (MSA).
Escalation Process
If an issue is unresolved, the escalation process is as follows:
- Contact the assigned Account Manager.
- Escalate to the Service Delivery Manager within 24 hours.
- Escalate to the Executive Team within 48 hours.
Review and Updates
This SLA is subject to periodic review to ensure alignment with evolving client needs and service capabilities. Clients will be notified of significant updates in advance.
Contact Information
For questions or assistance, contact us at:
Email: policy@wingutechnology.comPhone: +1 (813) 397-8400
