Service Level Agreement

1. Parties

This Service Level Agreement (“SLA”) is entered into between 603 Technology Solutions, LLC (“Provider”), a New Hampshire limited liability company, and the client identified in the executed Managed Services Agreement (“Client”). This SLA is incorporated by reference into and forms part of the Master Services Agreement between the parties.

2. Service Hours & Availability

3. Response Time Commitments

Response times are measured from the time a ticket is received or an alert is triggered. Onsite response times may vary based on geographic location and travel conditions.

4. Scope of Services

Services provided under this SLA are defined by the service tier selected in the Client's executed Managed Services Agreement. Standard inclusions across all tiers:

• Remote monitoring and management (RMM) via NinjaOne
• Patch management for covered endpoints
• Endpoint protection and threat detection
• Managed off-site backups (where included in tier)
• Vendor coordination on covered systems
• Scheduled quarterly or annual business reviews (tier-dependent)

Services explicitly excluded unless separately contracted include: hardware procurement, application development, physical cabling, and services for systems not listed in the Client's asset inventory.

5. Client Responsibilities

To enable Provider to meet service level commitments, Client agrees to:

• Maintain timely payment per the Managed Services Agreement
• Provide reasonable access to covered systems and premises when required
• Designate an authorized point of contact for support requests
• Notify Provider of any changes to covered systems, devices, or personnel
• Not engage third-party vendors on covered systems without prior notification

6. Labor Warranty

Provider warrants all labor performed under this agreement for a period of 60 days from the date of service. Issues arising within this period directly attributable to Provider's work will be remediated at no additional charge. Issues arising after 60 days, or resulting from client-side changes, third-party interference, or hardware failure, will be billed at the standard rate. Manufacturer defects on hardware are covered under the applicable manufacturer warranty (typically one year) and are handled through vendor coordination.

7. SLA Exclusions

Response time commitments do not apply in the following circumstances:

• Force majeure events (natural disasters, power grid failures, etc.)
• Issues caused by Client's actions or third-party vendors
• Systems or software not covered under the executed agreement
• Scheduled maintenance windows communicated in advance
• Client failure to provide timely access or information needed to resolve the issue

8. Amendments & Review

This SLA may be updated by Provider with 30 days written notice to Client. Continued use of services after the effective date of any amendment constitutes acceptance. Clients may request a review of SLA terms during any scheduled Quarterly Business Review.