Service Level Agreement
Effective Date: May 25, 2026
This Service Level Agreement ("SLA") governs the performance and support commitments provided by Carefree Computing to customers for covered services. It defines response time targets based on issue severity, along with remedies if those targets are not met.
1 hr
Critical P1 Response
24/7/365
4 hrs
High P2 Response
Business Hours
8 hrs
Medium P3 Response
Business Hours
50%
Max Monthly Credits
of monthly fee
1. Definitions
-
Response Time: The period between the Customer reporting an issue via ticket, phone, or email and Provider's initial acknowledgment and assignment of a resource to work on the issue.
-
Severity Level: Classification of an issue based on its impact on Customer's business operations.
-
Business Hours: Monday–Friday, 8:00 AM – 6:00 PM Pacific Time. Outside these hours, response times may be extended unless otherwise stated for critical issues.
-
Resolution Time: The time from acknowledgment to full resolution or workaround implementation. Not specified in this SLA unless agreed separately.
2. Severity Levels & Response Time Commitments
Response time targets by issue severity:
Critical (P1)
Service completely unavailable; data loss risk; core functionality down; no workaround.
Target
1 hour (24/7/365)
High (P2)
Major feature impairment; service severely degraded; significant business impact but partial workaround exists.
Target
4 hours (Business Hours)
Medium (P3)
Non-critical functionality affected; minor performance degradation; workaround available.
Target
8 hours (Business Hours)
Low (P4)
General inquiry, cosmetic issues, feature requests, or documentation errors.
Target
24 hours (Business Hours)
For Critical (P1) issues, Provider commits to continuous effort until resolution. For other severity levels, response time is measured during Business Hours only, unless a 24/7 option is purchased separately.
3. Escalation Path
If you do not receive a response within the committed time, escalate as follows:
Level 1 Escalation: Contact the Support Manager at david@carefreecomputing.com — response within 30 minutes.
Level 2 Escalation: Contact the Director of Operations at david@carefreecomputing.com — response within 15 minutes.
Provider will issue a ticket number for every reported issue.
4. Service Credits
If Provider fails to meet the committed response time for a given severity, the Customer may request a service credit applied to the next invoice:
Critical (P1) — more than 1 hour beyond target
10% of monthly fee
High (P2) — more than 2 hours beyond target
5% of monthly fee
Medium (P3) — more than 4 hours beyond target
3% of monthly fee
Low (P4) — more than 8 hours beyond target
1% of monthly fee
Maximum total credits per month: 50% of monthly fee. Credits are the sole remedy for response time failures.
5. Exclusions
This SLA does not apply to:
-
Issues caused by Customer's hardware, third-party software, or unauthorized modifications.
-
Scheduled maintenance (notified at least 48 hours in advance).
-
Force majeure events — acts of God, war, terrorism, government orders, power failures, or internet outages beyond Provider's control.
-
Free trial or beta services.
-
Issues reported via non-standard channels or without sufficient detail to reproduce or diagnose the problem.
6. Reporting & Verification
The Customer must report issues via Provider's official support email or phone. Response time measurements are based on Provider's ticketing system timestamps. Disputes must be submitted within 30 days of the incident with supporting evidence.
7. General
This SLA is part of the Master Services Agreement between the parties. Provider reserves the right to update these terms with 30 days' written notice. Continued use of services after the effective date of any update constitutes acceptance of the revised SLA.
Contact Support
Print / Save as PDF
Save as PDF or print for your records