Service Level Agreement

This Service Level Agreement (the “SLA”) is incorporated into and governed by the Master Services Agreement (the “MSA”) between Knox Technology (the “Provider” or “MSP”) and the customer identified in the applicable Order (“Customer”), and is attached thereto as Exhibit C. Capitalized terms not defined in this SLA have the meanings set forth in the MSA, including Exhibit A (Service Schedule / Terms of Services) and Exhibit B (Fees, Billing, After-Hours Multipliers, and Chargeable Items).

This SLA sets forth service level targets for support services, but only for Customers and plan tiers that expressly include “Guaranteed Response Times” in Exhibit A and/or the applicable Estimate or Statement of Work(an “SLA-Eligible Plan”). This SLA does not expand the scope of Included Services under Exhibit A, does not create project obligations, and does not modify fees except as expressly stated in an executed Order or Statement of Work (“SOW”).

Scope and Applicability
1. SLA-Eligible Plans Only. This SLA applies only to support requests for Included Services under Exhibit A and the applicable Order, and only when Customer has purchased an SLA-Eligible Plan. If Customer’s plan tier does not include Guaranteed Response Times, then this SLA does not apply and MSP will provide support on a commercially reasonable efforts basis during the applicable coverage window.
2. Measurement Window. Response and resolution targets are measured only during the support coverage hours applicable to Customer’s selected plan, as stated in Exhibit A and/or the applicable Order (the “Coverage Window”). If no plan-specific Coverage Window is stated, the default hours in Section 2 apply.
3. Suspension for Client Causes. Timing is paused while MSP is awaiting Customer information/approvals, awaiting third-party vendor action, or where Customer-controlled conditions prevent performance (including lack of access, power, connectivity, or required credentials).
Hours of Coverage
1. Plan-Specific Hours Control. If Customer purchases a managed services plan with specific support coverage hours stated in Exhibit A or an Order, those plan-specific hours control for that Customer and supersede the default hours below.
2. Default Coverage Hours (if plan-specific hours are not stated):
  - Normal Business Hours: Monday-Friday, 7:00am-6:00pm
  - After Hours: Monday-Friday, 6:00pm-11:00pm
  - Nights and Weekends: Monday-Friday, 11:00pm-7:00am; Friday 11:00pm-Monday 7:00am
  - Holidays: All federally observed holidays
3. After-Hours Eligibility. After-Hours support may be included or chargeable depending on Customer’s selected plan and/or Order. Fees and after-hours multipliers are governed by Exhibit B unless the applicable Order/SOW states otherwise.
Definitions
- Response Time” means the time from when a support request is received and a ticket is created in MSP’s ticketing system to when MSP first acknowledges the ticket and begins triage. Response Time targets assume the request is submitted through an authorized channel and includes sufficient information to begin triage.
- “Resolution Time” means the time from MSP’s initial response to restoration of the affected service or implementation of a reasonable workaround, as determined by MSP in its reasonable discretion. Full permanent remediation may require additional time depending on root cause, vendor dependencies, and Customer approvals.
- “Severity Level” means the classification assigned by MSP based on impact and urgency, which may be adjusted as facts change.

Service Level Targets (SLA-Eligible Plans; During Coverage Window)

Condition Precedent. The targets in this Section 4 apply only if Customer has purchased an SLA-Eligible Plan. If Customer is not on an SLA-Eligible Plan, MSP will provide support on a commercially reasonable efforts basis and no response or resolution time targets apply.

Severity Levels and Targets (Normal Coverage):

	Severity 1 (Critical)	Severity 2 (High)	Severity 3 (Medium)
Percentage of end users impacted (guideline)	75%-100%	30%-75%	15%-30%
Examples (non-exhaustive)	Widespread outage; ransomware or active security incident; core business systems unavailable	Major degradation; multiple users unable to work; material security risk without workaround	Single-site or limited user impact; degraded performance with workaround available
Target response time	30 minutes or less	2 hours or less	6 hours or less
Target resolution time (from initial response)	24 hours or less	36 hours or less	48 hours or less

After-Hours and Weekend Support Response Targets. For issues arising After Hours, on Nights/Weekends, or on Holidays, the following adjusted response targets apply (if After-Hours support is included or authorized under the applicable plan/Order):

Severity Level	After Hours	Nights/Weekends/Holidays
Severity 1 (Critical)	1 hour or less	2 hours or less
Severity 2 (High)	4 hours or less	6 hours or less
Severity 3 (Medium)	8 hours or less	Next business day

Resolution Targets. Resolution time targets in Section 4.2 apply during the Coverage Window. Work may require additional time due to root cause analysis, vendor dependencies, or Customer approvals. Emergency issues requiring immediate attention outside the Coverage Window may require expedited, billable services depending on the plan and Exhibit B.

Support Tiers and Escalation
1. Tier 1 (Service Desk). All incidents begin with Tier 1 triage, basic troubleshooting, and documentation. Tier 1 may escalate immediately if the issue affects multiple users, is a security incident, or requires specialized engineering.
2. Tier 2 (Service Desk / System Engineers). Tier 2 handles advanced troubleshooting and remediation for single-user and multi-user/network issues within the supported environment.
3. Tier 3 (vCIO / Senior Engineering). Tier 3 addresses issues that cannot be resolved by Tier 1 or Tier 2 and may coordinate with third-party vendors to resolve complex issues.
4. Escalation Process (typical):
  1. Support request is received via an authorized channel (email, phone, or portal as applicable).
  2. Ticket is created and reviewed; issue is documented and severity is assigned.
  3. Tier 1 triage and troubleshooting; escalation occurs if required.
  4. If unresolved, ticket is escalated to Tier 2 with all notes and conditions transferred.
  5. Tier 2 works the issue to resolution or escalates to Tier 3 as appropriate.
  6. Tier 3 works the issue to resolution and may engage vendor support where necessary.
  7. Quality control is performed; ticket is closed after documentation is completed.
Exclusions and Limitations. This SLA does not apply to: (a) Project Work or Non-Covered Services unless an SOW expressly states otherwise; (b) third-party outages or failures outside MSP’s control (including ISP, cloud provider, or vendor outages); (c) delays caused by Customer’s failure to provide access, approvals, information, or safe working conditions; (d) issues involving unsupported hardware/software or environments not covered by the applicable Order; (e) scheduled maintenance windows communicated in advance; or (f) Force Majeure events as defined in the MSA.
Customer Responsibilities. Customer will (a) designate authorized contacts for support requests and approvals; (b) provide timely access, credentials, and information needed to troubleshoot; (c) maintain suitable working conditions for any onsite work as required by the MSA; and (d) maintain required third-party licenses and support entitlements.
Reporting and Review. Upon Customer request, MSP will make reasonable efforts to provide periodic reporting regarding ticket volumes and performance against SLA targets for SLA-Eligible Plans, subject to the capabilities of MSP’s ticketing system and any confidentiality/security requirements.
Changes to this SLA. This SLA may be modified only by a written amendment executed by authorized representatives of both Parties or by an executed Order/SOW that expressly states it modifies this SLA.