SERVICE LEVEL AGREEMENT (SLA)

WAN TECH SOLUTIONS CO. LTD

National Information Technology Agency (NITA) Certified IT Company

1. Introduction

This Service Level Agreement ("SLA") is a legally binding agreement between Wan Tech Solutions Co. Ltd ("WTS" or "Provider") and the Client ("Client" or "You"). This SLA defines the service levels, performance standards, and support commitments that WTS commits to deliver for all managed services, cloud solutions, software applications, infrastructure services, and technical support services ("Services") provided to the Client.

Purpose of This Agreement

• Establish clear, measurable performance expectations
• Demonstrate WTS's commitment to service quality and reliability
• Define remedies and service credits when service levels are not met
• Ensure transparency and accountability in service delivery

2. Service Availability Commitments

Service availability is measured as the percentage of time during a calendar month that a service is fully operational and accessible, excluding scheduled maintenance and excluded circumstances.

2.1 Core Infrastructure Services

2.2 Software & Application Services

* 30-day stabilization period post-deployment

3. Support & Response Time Commitments

WTS provides four levels of technical support. The appropriate tier is determined based on the business impact of the issue.

Tier 1: Critical Priority (Production System Down)

Tier 2: High Priority (Significant Degradation)

Tier 3: Medium Priority (Minor Issues)

Tier 4: Low Priority (Inquiries/Enhancements)

4. Security & Compliance Commitments

4.1 Data Security Standards

Encryption in Transit

• Protocol: TLS 1.2 or higher
• Cipher Suites: Industry-standard, government-approved algorithms
• All Connections: 100% of data in transit encrypted

Encryption at Rest

• Algorithm: AES-256 minimum
• Key Management: Industry-standard key management practices
• Compliance: NIST and international standards compliant

4.2 Compliance Standards

WTS maintains compliance with the following standards:

5. Service Credits for Non-Compliance

WTS believes in accountability and transparency. When we fail to meet our SLA commitments, we provide automatic service credits to our clients.

5.1 Service Credit Structure

5.2 Service Credit Limitations

Maximum Credits

• Monthly Cap: Total monthly credits shall not exceed 100% of monthly service fees
• Non-Transferable: Credits are issued to the original contracting party only
• Non-Refundable: Credits cannot be exchanged for cash refunds

6. Exclusions From SLA

The following circumstances are excluded from SLA calculations and do not count against service level commitments:

6.1 Scheduled Maintenance

• Frequency: Maximum 2 hours per calendar month
• Notice Period: Minimum 7 days advance notice
• Communication: Email, SMS, and status page notification

6.2 Client-Caused Issues

• Issues resulting from improper Client system configuration
• Downtime caused by Client actions or commands
• Issues resulting from incorrect use of systems

6.3 Third-Party Services

• Internet Provider failures and connectivity issues
• Third-party payment processor failures
• External API failures

6.4 Force Majeure Events

WTS is not liable for failures caused by events beyond reasonable control:

• Natural disasters (earthquakes, hurricanes, floods)
• Wars, terrorism, civil unrest
• Government actions
• Epidemics and pandemics

7. Client Responsibilities

To maintain service quality and enable WTS to deliver on SLA commitments, Client agrees to:

7.1 Security Responsibilities

• Maintain strong, unique passwords for all accounts
• Enable multi-factor authentication for administrative access
• Keep all devices updated with latest security patches
• Maintain independent backup copies of critical data

7.2 Maintenance Responsibilities

• Apply security patches within 30 days of availability
• Apply critical patches within 7 days
• Report issues within 24 hours of discovery

8. Backup & Disaster Recovery

8.1 Backup Schedule

8.2 Recovery Objectives

9. Term & Modification

9.1 SLA Effective Period

Initial Term

• Start Date: Service commencement date specified in SOW
• Duration: 12 months from service start (minimum commitment)
• Auto-Renewal: Renews for successive 12-month periods

9.2 SLA Modifications

• Advance Notice: 30 days written notice required
• Maximum Reduction: Cannot reduce any SLA commitment by more than 0.05% annually
• Formal Amendment: Documented in amendment to MSA signed by both parties

10. Contact & Support Information

10.1 Support Contact Information

11. Governing Terms

This SLA is an integral part of the Master Service Agreement between WTS and Client and is legally binding on both parties.

Acknowledgment & Agreement

By accepting services from Wan Tech Solutions Co. Ltd, both parties acknowledge and agree to the terms and conditions outlined in this Service Level Agreement.

For Wan Tech Solutions Co. Ltd:

For Client Organization: