Service Level Agreement

1. Service Availability

We commit to 99.9% uptime for our core services, excluding scheduled maintenance windows.

2. Support Response Times

• Critical Issues: 2 hours
• High Priority: 4 hours
• Medium Priority: 24 hours
• Low Priority: 48 hours

3. Maintenance Windows

Scheduled maintenance will be performed during off-peak hours with 24-hour advance notice.

4. Service Credits

If we fail to meet our uptime commitment, customers may be eligible for service credits.

5. Exclusions

This SLA does not apply to issues caused by:

• Customer's network or equipment
• Third-party services
• Force majeure events

6. Monitoring

We continuously monitor our services and will proactively address potential issues.

7. Contact Information

For SLA-related inquiries, contact support@lmldigitals.com.