Service Level Agreement

Affordable Immediate Marketing LLC

1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Affordable Immediate Marketing LLC (the “Service Provider”) and Customer Name (the “Customer”) for the provisioning of services (the “Service” or “Services”) required to support and sustain Product or Service Name.This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.This Agreement outlines the parameters of all services covered as they are mutually understood by all parties. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals and Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Customer(s) by the Service Provider(s). The goal of this Agreement is to obtain mutual agreement for 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. Periodic Review
This Agreement is valid from the Effective Date determined by your sign up for service 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 that the Business Relationship Manager provides an updated agreement and notice is communicated to all affected parties. Business Relationship Manager: Affordable Immediate Marketing LLCReview Period: Bi-Yearly (6 months)

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

4.1 SERVICE SCOPE
The following Services are covered by this Agreement;
Access to Affordable Immediate Marketing LLC software on a 30 day scheduled agreement renewing monthly until 5 day written notice

4.2 CUSTOMER REQUIREMENTS
Customer responsibilities and/or requirements in support of this Agreement include: Reasonable availability of customer representative(s) when resolving a service related incident or request.

4.3 SERVICE PROVIDER REQUIREMENTS
Service Provider responsibilities and/or requirements in support of this Agreement include: Meeting response times associated with service related incidents.

4.4 SERVICE ASSUMPTIONS
Assumptions related to in-scope services and/or components include:Changes to services will be communicated and documented to all parties.

5. Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

5.1 SERVICE AVAILABILITY
Coverage parameters specific to the service(s) covered in this Agreement are as follows:Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – FridayEmails received outside of office hours will be collected, however no action can be guaranteed until the next working day

5.2 CUSTOMER REQUIREMENTS
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:
- 72 Hours (during business hours) for issues classified as High priority.
- Within 5 Days for issues classified as Medium priority.
- Within 7 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.