Effective Date: January 1, 2025
Last Updated: January 1, 2025
This Service-Level Agreement (SLA) Policy (“Policy”) governs the expectations, responsibilities, and obligations associated with services provided by NBR. Company Ltd. (“NBR”, “we”, “our”, “us”) to clients and members of its ecosystem. This Policy complements the Terms of Service and any contractual agreements governing specific engagements.
1. Purpose
The purpose of this SLA Policy is to:
- Define service performance standards and expectations for NBR clients.
- Establish accountability and reporting mechanisms for service delivery.
- Provide transparent guidelines for incident management, escalation, and resolution.
- Ensure alignment between NBR operations and client objectives while maintaining discretion, security, and operational excellence.
2. Scope
This Policy applies to all services provided by NBR, including but not limited to:
- Technology, automation, and AI solutions.
- Cybersecurity consulting, monitoring, and risk management.
- IT infrastructure and digital platform support.
- Strategic consulting, advisory, and business transformation projects.
- E-commerce, digital media, and brand ecosystem services.
3. Service Performance Metrics
NBR evaluates service delivery using the following primary metrics:
3.1 Availability & Uptime
- Critical systems and platforms will be maintained to achieve uptime of 99.5% per calendar month, excluding scheduled maintenance.
- Scheduled maintenance will be communicated at least 48 hours in advance to impacted clients.
3.2 Response Time
- Critical Issues: Response within 1 hour.
- High-Priority Issues: Response within 4 hours.
- Medium-Priority Issues: Response within 24 hours.
- Low-Priority Issues: Response within 72 hours.
3.3 Resolution Time
- Resolution targets vary based on issue priority and contractual agreements:
- Critical: Resolved within 8 business hours.
- High: Resolved within 24 business hours.
- Medium: Resolved within 72 business hours.
- Low: Resolved within 7 business days.
3.4 Monitoring & Reporting
- NBR continuously monitors system performance, service health, and security events.
- Clients may request periodic reports detailing performance metrics, incident resolution, and compliance with SLA targets.
4. Incident Management
4.1 Incident Reporting
- Clients must report incidents through designated NBR channels, including email, platform ticketing, or hotline.
- Reports must include sufficient detail for accurate triage and response.
4.2 Incident Classification
- NBR classifies incidents based on severity, business impact, and urgency:
- Critical: Complete disruption of core systems, significant financial or operational impact.
- High: Partial system degradation affecting major business functions.
- Medium: Minor service disruptions with limited impact.
- Low: Non-critical inquiries, routine support requests.
4.3 Escalation Procedures
- Incidents not resolved within standard resolution timelines will be escalated to NBR senior management or designated escalation contacts.
- Escalation ensures rapid decision-making, resource allocation, and risk mitigation.
5. Client Responsibilities
To ensure SLA effectiveness, clients agree to:
- Provide accurate and timely information regarding issues or service requirements.
- Maintain secure access and credentials for NBR services.
- Comply with any client-side prerequisites specified in engagement agreements, including system requirements, environment configurations, or security protocols.
- Participate in incident resolution, testing, or validation as reasonably requested by NBR.
6. Exclusions
The SLA does not apply under the following circumstances:
- Failure caused by client systems, configurations, or third-party services outside NBR control.
- Incidents resulting from force majeure, including natural disasters, political unrest, or major network outages.
- Scheduled maintenance or upgrades communicated in advance.
- Misuse, unauthorized access, or non-compliance by the client.
7. Performance Reviews and Reporting
- SLA compliance will be reviewed periodically, with reports made available to clients upon request.
- Key performance indicators (KPIs) will include uptime, response and resolution times, incident frequency, and client satisfaction metrics.
- Continuous improvement initiatives will be implemented based on SLA reviews to optimize service delivery and client experience.
8. Remedies and Liability
- SLA targets are performance objectives and do not constitute guarantees of uninterrupted service.
- In cases of SLA deviations, NBR will work in good faith to remediate the issue and implement corrective actions.
- Except as explicitly provided in client contracts, NBR shall not be liable for indirect, incidental, or consequential damages arising from SLA deviations.
9. Review and Amendments
- NBR reserves the right to modify this SLA Policy at any time.
- Clients will be notified of material changes, which will take effect upon publication on the NBR website.
- Continued use of services after modifications constitutes acceptance of the updated SLA Policy.
10. Contact Information
For inquiries, SLA reports, or incident escalation, contact:
NBR. Company Ltd.
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📧 support@nbr.company
