Service Level Agreement

1. Agreement Overview

This document represents a Service Level Agreement ("SLA" or "Agreement") between IPflea.com ("IPflea") and the Customer for the provisioning of IT services required to support and maintain the products or services provided by IPflea. This Agreement remains valid unless superseded by a revised agreement mutually endorsed by the stakeholders. It outlines the parameters of all covered services as mutually understood by the primary stakeholders. This Agreement does not override current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s). The goals and objectives of this Agreement are:

• To provide a clear reference to service ownership, accountability, roles, and responsibilities.
• To present a clear, concise, and measurable description of the services provided to the Customer.
• To align Customer expectations of service provision with actual service support and delivery.

3. Stakeholders

The following stakeholders are party to this SLA and represent the primary entities associated with this Agreement:

• IT Service Provider(s): IPflea.com ("IPflea")
• IT Customer(s): Customer ("Customer")

4. Periodic Review

This Agreement is effective from the date specified above ("Last Updated") and remains in effect until further notice. The contents of this Agreement may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will include any subsequent revisions and obtain necessary approvals as required.

5. Service Agreement

The following section details the scope and responsibilities of the Service Provider for maintaining and supporting this SLA.

5.1 Service Scope

The services covered by this Agreement include:

• Email Support
• Live Chat Support
• Remote Assistance (via Remote Desktop where available)

Coverage parameters for these services are as follows:

• Email Support: 24/7 availability.
• Live Chat Support: Monitored Monday – Friday, 10:00 A.M. to 7:00 P.M. (local business hours).

In support of services outlined in this Agreement, IPflea will respond to service-related incidents and/or requests submitted by the Customer within the following time frames (during stated coverage hours):

• 0–3 hours for issues classified as High priority.
• Within 24 hours for issues classified as Medium priority.
• Within 2 working days for issues classified as Low priority.

Remote assistance will be provided in line with the above timeframes, depending on the priority of the support request.

End of Service Level Agreement