Service Level Agreement

for Cybersecurity & Support Customers

Service Level Agreement (SLA)

for Cybersecurity & Support Customers

Document Owner: Wingu Technology, LLC

Effective Date: 04-12-2021

Version:	Date:	Description:	Product:	Author:
1.0	03-05-2021	Service Level Agreement	Cybersecurity & Support	Calvin A. Levy
1.1	04-12-2021	Service Level Agreement	Cybersecurity & Support	Calvin A. Levy

Agreement Overview
Goals & Objectives
Stakeholders
Periodic Review
Service Agreement

5.1 Service Scope
5.2 Customer Requirements
5.3 Service Provider Requirements
5.4 Service Assumptions

Service Management

6.1 Service Availability
6.2 Service Requests
6.3 Workstation Backups

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Wingu Technology LLC and Wingu Technology Customers for the provisioning of IT services required to support and sustain Cybersecurity & Support.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).

The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).

The objectives of this Agreement are to:

Provide clear reference to service ownership, accountability, roles and/or responsibilities.
Present a clear, concise and measurable description of service provision to the customer.
Match perceptions of expected service provision with actual service support & delivery.

3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

IT Service Provider(s): Wingu Technology, LLC. (“Provider”)
IT Customer(s): Wingu Technology Customer (“Customer”).

4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

Business Relationship Manager: Wingu Technology, LLC
Review Period: Bi-Yearly (6 months)
Previous Review Date: n/a
Next Review Date: 09-05-2021

5. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

5.1 Service Scope

The following Services are covered by this Agreement.

Manned telephone support
Monitored email support
Remote assistance using Remote Desktop and a Virtual Private Network where available
Planned or Emergency Onsite assistance (extra costs apply)
Monthly system health check

5.2 Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

Payment for all support costs at the agreed interval.
Reasonable availability of customer representative(s) when resolving a

5.3 Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

Meeting response times associated with service related incidents.
Appropriate notification to Customer for all scheduled maintenance.

5.4 Service Assumptions

Assumptions related to in-scope services and/or components include:

Changes to services will be communicated and documented to all stakeholders.

6. Service Management

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

6.1 Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

Telephone support : 9:00 A.M. to 5:00 P.M. Monday – Friday
1. Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service
Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
1. Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
Onsite assistance guaranteed within 72 hours during the business week within service area.

6.2 Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

Bronze SLA

Within 4 hours (during business hours) for issues classified as Critical priority.
Within 8 hours (during business hours) for issues classified as High priority.
Within 72 hours for issues classified as Medium priority.
Within 5 working days for issues classified as Low priority.

Silver SLA

Within 2 hours (during business hours) for issues classified as Critical priority.
Within 6 hours (during business hours) for issues classified as High priority.
Within 48 hours for issues classified as Medium priority.
Within 4 working days for issues classified as Low priority.

Gold SLA

Within 1 hour (during business hours) for issues classified as Critical priority.
Within 4 hours (during business hours) for issues classified as High priority.
Within 24 hours for issues classified as Medium priority.
Within 3 working days for issues classified as Low priority.

Diamond SLA

Within 20 minutes (during business hours) for issues classified as Critical priority.
Within 2 hours (during business hours) for issues classified as High priority.
Within 12 hours for issues classified as Medium priority.
Within 2 working days for issues classified as Low priority.

Platinum SLA

Within 5 minutes (during business hours) for issues classified as Critical priority.
Within 1 hour (during business hours) for issues classified as High priority.
Within 4 hours for issues classified as Medium priority.
Within 1 working days for issues classified as Low priority.

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

6.3 Workstation Backups

In support of data backup services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames. In addition, the outlined retention policies are in place per SLA policy.