Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") describes the service level commitments that SpecSavi Ltd. ("SpecSavi") makes to its clients for professional services. This SLA forms part of your service agreement with SpecSavi and should be read in conjunction with our Terms of Service.

SpecSavi is committed to providing high-quality Revenue Operations consulting, CRM implementation, and related services. This SLA outlines our commitments for service availability, response times, and support standards.

2. Scope of Services

This SLA applies to the following SpecSavi services:

• Fractional RevOps Consulting: Strategic planning, process optimization, and ongoing advisory services
• CRM Implementation Services: Platform setup, configuration, data migration, and integration
• Managed Services: Ongoing system administration, maintenance, and optimization
• Offshore BDR Operations: Management and oversight of offshore business development teams
• Technical Support: Issue resolution and troubleshooting for implemented systems

Specific deliverables, timelines, and service levels for your engagement are detailed in your Statement of Work.

3. Service Availability

3.1 Business Hours

SpecSavi operates during the following business hours:

• Standard Coverage: Monday - Friday, 9:00 AM - 6:00 PM Eastern Time (ET)
• Extended Coverage: Available for premium tier clients (see your SOW)
• Emergency Support: Available for critical issues outside business hours for clients with premium support arrangements

3.2 Scheduled Maintenance

For managed services and hosted solutions:

• Scheduled maintenance windows: Saturdays, 12:00 AM - 6:00 AM ET
• Advance notice: 7 days minimum for planned maintenance
• Emergency maintenance: As needed with notice when possible

3.3 Availability Targets

For managed services, SpecSavi targets the following availability levels:

• Standard Tier: 99% uptime during business hours
• Premium Tier: 99.5% uptime, 24/7
• Enterprise Tier: 99.9% uptime, 24/7 with dedicated support

Availability is calculated monthly, excluding scheduled maintenance windows.

4. Response Times

SpecSavi commits to the following response times based on issue priority:

4.1 Response Time Notes

• Response time is measured from when the ticket is logged to initial acknowledgment
• Resolution targets are goals, not guarantees, and depend on issue complexity
• Business days are Monday-Friday, excluding statutory holidays
• Premium tier clients receive priority response times (50% faster)

5. Support Channels

5.1 How to Request Support

Clients can request support through the following channels:

• Email: support@specsavi.com (Primary channel)
• Phone: [Insert Phone Number] (Business hours only)
• Project Management Portal: Via your dedicated project workspace (if applicable)
• Emergency Hotline: [Insert Emergency Number] (Critical issues only, premium tier clients)

5.2 Information to Include

To ensure quick resolution, please include:

• Clear description of the issue or request
• Steps to reproduce (if applicable)
• Business impact and urgency level
• Screenshots or error messages
• Affected systems or users
• Preferred contact method for updates

5.3 Ticket Management

• Each request receives a unique ticket number
• Regular status updates provided based on priority level
• Clients notified when tickets are resolved or require additional information
• Tickets automatically closed after 5 days of inactivity (with notification)

6. Performance Metrics

6.1 Service Quality Metrics

SpecSavi tracks and reports on the following metrics:

• First Response Time: Time to initial acknowledgment
• Resolution Time: Time to close tickets
• Customer Satisfaction: Post-resolution surveys (target: 4.5/5)
• SLA Compliance: Percentage of tickets meeting response targets (target: 95%)
• Deliverable Timeliness: On-time delivery of SOW milestones (target: 90%)

6.2 Reporting

For ongoing engagements, SpecSavi provides:

• Monthly Reports: Service metrics, ticket summaries, and status updates
• Quarterly Business Reviews: Performance analysis, recommendations, and strategic planning (premium tier)
• Ad-hoc Reports: Available upon request

7. Exclusions and Limitations

7.1 This SLA Does Not Cover

• Third-Party Platform Outages: Issues with HubSpot, Salesforce, or other external platforms
• Client-Caused Issues: Problems resulting from client configuration changes or actions
• Out-of-Scope Work: Requests beyond the agreed SOW (may be quoted separately)
• Force Majeure Events: Natural disasters, pandemics, wars, or other events beyond our control
• Internet Connectivity: Client network or ISP issues
• Hardware Failures: Client-owned infrastructure problems
• Unresponsive Clients: Delays caused by client unavailability or slow responses

7.2 Service Credits

For managed services with guaranteed uptime:

• Service credits may be issued if uptime falls below committed levels
• Credits calculated as percentage of monthly fees based on downtime severity
• Credits must be requested within 30 days of the incident
• Credits are the sole remedy for SLA breaches
• Maximum total credits per month: 25% of monthly fees

8. Escalation Procedures

If you are not satisfied with the progress on your support request, you may escalate using the following procedure:

Escalation Path

1. Level 1: Assigned Consultant/Project Manager (initial contact)
2. Level 2: Team Lead or Practice Lead (if no resolution within SLA targets)
3. Level 3: Director of Client Success (for unresolved critical issues)
4. Level 4: Chief Operating Officer (for escalations requiring executive attention)

How to Escalate

• Include your ticket number and brief description of the issue
• Explain why the current response is unsatisfactory
• Send escalation email to: escalations@specsavi.com
• For critical issues, call the emergency hotline

Escalations receive priority attention with executive review within 4 hours for critical issues.

9. Contact Information

For support, questions, or to report an issue:

For information about our full terms of service, please see our Terms of Service.