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This Service Level Agreement (“SLA”) outlines the services provided by Fitness Marketing Machine (“Service Provider”) to its clients (“Client”) and the standards to which these services will be provided.

1. PARTIES INVOLVED

This SLA is between Fitness Marketing Machine, located at 4452 Bravery Place SW, Concord, NC 28027, and all current and future clients.

2. SERVICE DESCRIPTION

Fitness Marketing Machine provides digital fitness business systems design and automation and custom website development.

3. PERFORMANCE METRICS

The following performance metrics will be used to measure the level of service provided:

  • Response Time: Initial response within 24 hours of receiving a support request.
  • Resolution Time: Issues resolved within 72 hours, unless otherwise communicated.
  • Uptime: 99.5% service availability during the calendar month.

4. RESPONSIBILITIES

Service Provider Responsibilities:

  • Provide the services as defined in this SLA.
  • Meet response and resolution times as specified.
  • Maintain the availability of the services as outlined.
  • Communicate any changes in service availability or performance.

Client Responsibilities:

  • Provide accurate and up-to-date contact information.
  • Submit support requests through the designated channels specified by the Service Provider.
  • Provide necessary information and access to resolve support requests.
  • Use the services in accordance with the terms and conditions.
  • Refrain from direct messaging (DMing) any team member for support requests.
  • Not solicit, hire, recruit, or attempt to solicit, hire, or recruit any employee or contractor of the Service Provider during the service period and for one (1) year following the termination of the service relationship.

5. SERVICE AVAILABILITY

Services are available 24/7, excluding scheduled maintenance and unforeseen outages.

6. SUPPORT

Support is available via email and phone during business hours (Monday to Friday, 9 AM – 5 PM EST). Support requests will be acknowledged within 24 hours.

7. PENALTIES FOR NON-COMPLIANCE

If the Service Provider fails to meet the performance metrics, the Client may be eligible for a service credit. The service credit will be calculated as a percentage of the monthly fee based on the downtime beyond the agreed 99.5% uptime.

8. MONITORING AND REPORTING

Performance metrics will be monitored continuously, and reports will be made available to the Client upon request.

9. REVIEW AND AMENDMENTS

This SLA will be reviewed annually or as needed. Amendments will be made by the Service Provider and communicated to the Client.

10. TERM AND TERMINATION

This SLA is effective as long as the Client is using the services of the Service Provider. Either party may terminate this agreement with 30 days’ written notice.

11. CONFIDENTIALITY

Both parties agree to keep all information related to the services confidential and use it only for the purposes specified in this SLA.

12. SIGNATURES

This document is an electronic agreement and does not require physical signatures. By using the services of Fitness Marketing Machine, the Client agrees to the terms outlined in this SLA.