SLA

About 1Aardvark, LLC

1Aardvark, LLC is a Service-Disabled Veteran Owned Small Business that provides IT Equipment to the US Federal Government.

Service Level Agreement

1 Service Description

This Service Level Agreement applies to the 1Aardvark, LLC managed networking solution described below. Our solution may be provided with varying Cisco equipment as detailed in the next sections.

1.1 Services

This SLA applies to the following managed solutions:

• Basic
• Intermediate
• Advanced
• Plus

1.2 Scope

1. 1.2.1  The Service Levels set out in this document are targets only and 1Aardvark, LLC has no liability for a failure to meet them beyond the remedies detailed in the relevant Service Terms and Conditions.
2. 1.2.2  If 1Aardvark, LLC fails to meet the targets described in these Service Levels the customer will be entitled to the compensation as set out below. Such compensation will be the sole and exclusive remedy for 1Aardvark, LLC’s failure to meet those service levels for which service credits apply.
3. 1.2.3  All Service Levels described below are subject to the exclusions detailed in Section 6 of this agreement.
4. 1.2.4  These Service Levels are subject to modification from time-to-time and the latest version is available from our website at https://1aardvark.co/sla

2 Operational Hours

Provisioning / installation is based on standard working hours of 09:00 – 17:00 Mon-Fri excluding Public Holidays.

3 Performance

3.1 Provisioning / Installation

Throughout the installation process 1Aardvark, LLC commits to keeping the customer up to date with progress. This is achieved through a series of fixed communications at specified points in the customer journey, as well as periodic updates in event of delays or other issues.

3.1.1 1Aardvark, LLC will aim to meet the following commitments on notification:

1. (a)  Within1business day of receiving the completed order, confirm order receipt and allocate a unique order reference number
2. (b)  Provide regular updates on order progress until such time as a confirmed installation date is available.
3. (c)  If delivery is in delay, notifications will typically be provided at least on a weekly basis

3.2 Service Availability

1. 3.2.1  1Aardvark, LLC will ensure of 99% availability of the service, subject to the terms of this Agreement.
2. 3.2.2  Service Availability is based on the following criteria:
   1. Network reachability
   2. Wireless signal

Other issues such as end-user problems or individual computer troubleshooting are not covered by this SLA and are responsibility of <CUSTOMER NAME>.

3.3 Fault Resolution

1. 3.3.1  All correctly reported faults will be responded to within 4 business hours by a 1Aardvark, LLC engineer.
2. 3.3.2  A service will be considered faulty once 1Aardvark, LLC have completed diagnostics and a fault has been verified.
3. 3.3.3  Once verified, 1Aardvark, LLC commit to resolving SLA faults, as defined in 3.2 above, within a further 48 working hours.
4. 3.3.4  Time calculations for a faulty service (the Outage Period) begin once a service has been confirmed as faulty. The total Outage Period for the service is calculated by the time between a fault being verified and the service being restored, minus:
   1. (a)  Time waiting for customer response or action
   2. (b) Time waiting to access customer facilities
   3. (c) Delays caused by third parties outside of 1Aardvark, LLC control

4 Service Operation

4.1 Incident Reporting

1. 4.1.1  Faults may be reported during standard business hours (09:00–17:00, Mon-Fri). Customers should raise all faults either by telephone to 720.842.9100 or via email to ryan.kenward@1aardvark.co.

4.2 Configuration / Change Management

1. 4.2.1  Configuration management is based on standard working hours of 09:00 – 17:00 Mon- Fri excluding Public Holidays.
2. 4.2.2  All requests for changes to the service configuration should be made in the first instance to the 1Aardvark, LLC Support Services Team by either telephone to 720.842.9100 or via email to ryan.kenward@1aardvark.co.. This will raise a unique Ticket Number. Following this 1Aardvark, LLC will use best endeavors to process the Request without undue delay.

4.3 Planned Maintenance

1. 4.3.1  Planned Maintenance refers to planned engineering works / network modifications carried out within 1Aardvark, LLC’s control.
2. 4.3.2  1Aardvark, LLC will endeavour to provide a minimum of 3 days’ notice of Planned Maintenance which may impact on the availability or the quality of the service.
3. 4.3.3  Notification will be made to the primary contact for the customer, as advised on the service order or as subsequently updated by the client. Notification will be via email.
4. 4.3.4  The above commitment notwithstanding, 1Aardvark, LLC reserve the right to carry out emergency maintenance at any time where it is necessary to maintain the integrity or security of the network. 1Aardvark, LLC will endeavour to provide as much notification of such emergency maintenance as possible.
5. 4.3.5  1Aardvark, LLC will endeavour to ensure that all planned maintenance is carried out within the preferred hours of 00:00-06:00 and where possible at a weekend.

4.4 Escalation

4.4.1 If the client feels that 1Aardvark, LLC is not living up to the commitments in this SLA, the following escalation path should be followed:

Escalation	Support Services Team	maynard.kenward@1aardvark.co
1st Escalation	Help Desk Manager	Ryan.kenward@1aardvark.co
2nd Escalation	Operations Manager	Ryan.kenward@1aardvark.co
3rd Escalation	Operations Director	Ryan.kenward@1aardvark.co
4th Escalation	Managing Director	Ryan.kenward@1aardvark.co

5 Compensation

5.1 Service Charge Credits

1. 5.1.1  Subject to the exclusions in Section 6 below, should 1Aardvark, LLC fail to meet the service levels as set out in sections 3.2.2 and 3.3.3 above then the customer will receive US$ 20 credit against the service charge, for each month in which service levels were not met.
2. 5.1.2  All service charge credits will be raised in respect of the service charge for the affected product or service.
3. 5.1.3  Claims for Service Charge Credits must be made within 30 days of the fault occurring, and should be accompanied by a valid fault reference number. All claims must be raised in the first instance to our customer services department:

720.842.9100 Ryan.kenward@1aardvark.co

4. 5.1.4  Only one claim may be made in respect of any single fault reference
5. 5.1.5  Total Service Charge Credits claimed in any month shall not in any circumstances exceed the total monthly service charge for the affected service.

5.2 Method of Compensation

1. 5.2.1  Compensation payable under the terms of this SLA will be allowed only if the client notifies 1Aardvark, LLC as detailed above.
2. 5.2.2  Subject to the exclusions detailed in section 6 below, Service Charge Credits will be made against the next invoice following confirmation of the acceptance of a claim as defined in 5.1 above.

6 Exclusions

6.1 Matters Beyond Our Reasonable Control (MBORC)

6.1.1 This Service Level Agreement and corresponding compensation will not apply where:

1. (a)  Failure is due to Force Majeure
2. (b)  Failure is due to a planned or Emergency service interruption as detailed in section 4.3 above
3. (c)  Failure is due to theft or vandalism to infrastructure

6.2 Customer Responsibilities

1. 6.2.1  This Service Level Agreement and corresponding compensation will not apply where:
   1. (a)  the fault or failure is not notified in accordance with Section4.1 above
   2. (b)  the failure is due to inaccurate information provided by the client in the ordering process
   3. (c)  the failure is due to the clients own network computers, cabling or environment
   4. (d)  the client has failed to implement any reasonable and clear instructions issued by 1Aardvark, LLC in relation to the service
   5. (e)  the client fails to agree an appointment date
   6. (f)  the client is in breach of any part of the contract for services, including the terms and conditions for payment of invoices, or the service has been suspended by 1Aardvark, LLC in accordance with the contract conditions
2. 6.2.2  Where, in any particular instance, the Customer and 1Aardvark, LLC agree a different timescale for the performance of a Service Level as described in this agreement, that Service Level and any associated compensation will not apply in relation to that instance only.