Service Level Agreement

1. Purpose and Scope

This Service Level Agreement ('SLA') defines the support commitments WNGUARDIAN.NET LLC provides to its clients and WinGuardian Partner Program participants. It applies to services delivered under active client engagements and to Partner Portal support. Specific SLA terms applicable to a client engagement may be further defined in an individual Statement of Work (SOW) or Retainer Addendum, which shall take precedence over this general SLA in the event of a conflict.

2. Client Service SLA

2.1 Standard Client Engagements

For clients engaged under an active SOW or Guardian Shield Retainer:

Initial Response: Critical issues are acknowledged within 4 business hours. Non-critical issues are acknowledged within 1 business day.
Target Resolution: Critical issues are targeted for resolution within 2 business days. Non-critical issues are targeted within 5 business days.
Business Hours: Monday–Friday, 9:00 AM–6:00 PM in the timezone specified in the client's contract, excluding public holidays.

2.2 Severity Classification

Critical (P1): Service is completely unavailable or a production system is non-functional, causing significant business impact.
High (P2): Major feature is impaired but a workaround exists; significant performance degradation.
Medium (P3): Minor feature impairment with minimal business impact; cosmetic issues.
Low (P4): General questions, enhancement requests, and documentation inquiries.

3. Partner Program Support SLA

Support terms for WinGuardian Partner Program participants are determined by the Partner's active tier. All response time commitments below are measured in calendar hours for Ecosystem Architect partners and business hours for all other tiers.

3.1 Strategic Ally (Tier 1)

First Response: Within 24 business hours of ticket submission via the Partner Portal.
Target Resolution: 72 hours for standard issues. Critical incidents escalated to the engineering team within 4 hours.
Support Channel: Partner Portal ticket system and email.

3.2 Acceleration Partner (Tier 2)

First Response: Within 8 business hours of ticket submission via the Priority Support queue.
Target Resolution: 48 hours for standard issues. Critical incidents escalated within 2 hours.
Support Channel: Priority Support queue. A named support contact is provided for recurring issues.

3.3 Ecosystem Architect (Tier 3)

First Response: Within 4 hours, including outside business hours for critical incidents.
Target Resolution: 24 hours for standard issues. Critical incidents receive immediate escalation with a dedicated resolution team.
Support Channel: Dedicated Partner Manager is the primary point of contact for all requests. Monthly review calls included to surface systemic issues proactively.

3.4 Early Birds (Tier 0)

Early Birds partners receive community-level support via the general contact channel. No formal SLA response time applies at this tier. Partners are encouraged to upgrade to Strategic Ally or above to access guaranteed SLA terms.

4. Exclusions

SLA commitments do not apply to: (a) issues caused by factors outside WNGUARDIAN.NET LLC's reasonable control, including third-party service outages, network failures, or force majeure events; (b) issues arising from Client or Partner modifications to WNGUARDIAN.NET LLC-provided systems; (c) issues arising from the use of services in a manner inconsistent with WNGUARDIAN.NET LLC's documentation or these Terms; or (d) scheduled maintenance windows communicated with at least 24 hours' notice.

5. SLA Credits

In the event WNGUARDIAN.NET LLC fails to meet the response time commitments in this SLA due to causes within its reasonable control, affected clients may request a service credit as defined in their individual contract. SLA credits are not applicable to Partner Program support.

6. Amendments

WNGUARDIAN.NET LLC reserves the right to update this SLA with 30 days' written notice to active clients and Partners. Partner-tier SLA terms may be updated as part of broader WinGuardian Partner Program tier revisions under the same notice period.