SailAMX Web App Service Level Agreement (SLA)

1. Service Availability

1.1 Uptime Objective: Provider shall strive to achieve a minimum monthly uptime of 99.9% for the SailAMX web application, excluding planned maintenance.

1.2 Downtime Monitoring: Provider will utilize industry-standard tools to monitor the availability of SailAMX and promptly report any significant downtime events to the Client.

1.3 Exclusions: Downtime resulting from factors beyond Provider’s reasonable control, including but not limited to force majeure events, internet outages, or malicious attacks, shall not be considered as downtime for the purposes of this SLA.

2. Incident Response

2.1 Incident Notification: Provider will promptly notify the Client in the event of any known incident or service disruption affecting the availability or functionality of SailAMX.

2.2 Incident Resolution: Provider will make reasonable efforts to resolve any incidents or service disruptions promptly and minimize their impact on the Client’s use of SailAMX.

3. Performance and Scalability

3.1 Performance Objective: Provider will strive to maintain acceptable performance levels for SailAMX, ensuring that it responds promptly to user requests and transactions.

3.2 Scalability: Provider will regularly assess and optimize SailAMX’s infrastructure and resources to accommodate increasing user demands and ensure optimal performance.

4. Data Security and Privacy

4.1 Data Protection: Provider will implement reasonable security measures to protect the confidentiality, integrity, and availability of client data within SailAMX, in accordance with industry best practices.

4.2 Compliance: Provider shall comply with applicable data protection laws and regulations regarding the handling and processing of client data within SailAMX.

5. Support and Communication

5.1 Support Channels: Provider will provide designated channels, such as email (hello@blueoceanideas.com) or a support ticketing system (Intercom on website), for the Client to report issues, request assistance, or seek clarification regarding SailAMX.

5.2 Response Time: Provider will respond to client support inquiries within a reasonable time frame, typically within 30min  within business hours(9AM – 4PM), following receipt of the inquiry.

6. Modifications and Amendments

6.1 Changes to SLA: Provider reserves the right to modify or amend this SLA upon providing reasonable notice to the Client. Modifications will not be retroactively applied to past performance or incidents.

By signing this SLA, the Client acknowledges their understanding of and agreement with the terms and conditions outlined herein.