Service Level Agreement (SLA)
Effective Date: 08/01/2025
This Service Level Agreement (“SLA”) sets forth the service standards that PeakPoint IT LLC agrees to provide to its clients in relation to its consulting, QA, automation, and IT project services.
1. Scope of Services
This SLA applies to:
- Website hosting and client-facing portals.
- QA automation and IT consulting deliverables.
- Support and communication channels offered by [Your Company Name].
2. Service Availability (Uptime)
- Hosting Uptime Guarantee: We guarantee 99.9% availability of hosted websites or portals on a monthly basis.
- Scheduled maintenance will be communicated at least 48 hours in advance.
3. Support & Response Times
- Business Hours Support: Monday–Friday, 9:00 AM – 6:00 PM (EST).
- Emergency Support: Available 24/7 for critical system outages.
Response Time Targets:
- Critical Issues (system outage, security breach): Initial response within 1 hour; resolution or workaround within 4 hours.
- High Priority (major functionality impacted): Response within 4 hours; resolution within 1 business day.
- Medium Priority (partial feature issues): Response within 1 business day; resolution within 3 business days.
- Low Priority (minor bugs, cosmetic issues): Response within 2 business days; resolution in next scheduled release.
4. Client Responsibilities
Clients agree to:
- Report incidents promptly using designated support channels.
- Provide sufficient information for diagnosis and resolution.
- Maintain their own systems and internet connectivity.
5. Exclusions
This SLA does not apply to issues caused by:
- Client-side hardware, software, or connectivity failures.
- Third-party services not controlled by PeakPoint IT LLC.
- Force majeure events (natural disasters, power outages, etc.).
6. Remedies & Service Credits
If PeakPoint IT LLC fails to meet the uptime or response guarantees described above:
- Clients may be eligible for service credits equal to a portion of the monthly service fee.
- Requests for credits must be submitted in writing within 7 business days of the incident.
7. Review & Updates
This SLA may be updated periodically to reflect improvements in service. Updates will be posted with an updated Effective Date.
8. Contact
For SLA-related inquiries, please contact:

PeakPoint IT LLC
Email: [info@peakpointit.com