Service Level Agreement
This Agreement represents a Service Level Agreement between NinjaProxy (including ninjasproxy.com) and Members for the provisioning of IT services required to support and sustain the product or service.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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 the primary stakeholders. This Agreement does not overtake current processes and procedures unless explicitly stated herein.
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 Member(s) by the Service Provider, NinjaProxy.
The goal of this Agreement is to obtain mutual agreement for IT service provision between the NinjaProxy and Member(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.
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: NinjaProxy (ninjasproxy.com)
IT Customer(s): Member (“Member”)
This Agreement is valid from the effective date outlined herein and is valid until further notice.
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.
The following detailed service parameters are the responsibility of the Service Provider (NinjaProxy) in the ongoing support of this Agreement.
The following Services are covered by this Agreement:
*E-mail and live chat support
*Remote assistance using Remote Desktop where available
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
*Email support: 24/7
*Live Chat support: Monitored 09:00 A.M. to 5:00 P.M. Monday – Friday - (UTC-05:00) Eastern Time (US & Canada)
In support of services outlined in this Agreement, NinjaProxy will respond to service related incidents and/or requests submitted by the Member within the following time frames:
*within 2 hours (during business hours) for issues classified as HIGH PRIORITY.
*within 6 hours for issues classified as MEDIUM PRIORITY.
*within 12 hours for issues classified as LOW PRIORITY.