This Service Level Agreement ("SLA") is a policy governing the use of the ServQuik ("Service") under the terms of the SaaS Terms of Use ("Terms") between Kasadel Software Corporation, operating as ServQuik Technologies ("ServQuik", "us", "we", or "our") and users of the ServQuik Services ("you" or "your"). This SLA applies separately to each account using ServQuik. Unless otherwise provided herein, this SLA is subject to the Terms of Use.

1. Service Commitment

1.1. Uptime Commitment: ServQuik commits to a Service Uptime of 99.9% measured monthly, excluding scheduled maintenance.

2. Scheduled Maintenance

2.1. Scheduled maintenance will not count against Service Uptime calculations. We will provide at least 48-hour notice for scheduled maintenance and will endeavor to conduct such activities during off-peak hours.

3. Support

3.1. Support Hours: Support is available 24/7 via email, with live chat and phone support available during business hours (9 AM - 5 PM EST, Monday to Friday).

3.2. Response Times: Response times vary by plan, with priority response for Enterprise Plan customers. Standard response times are within 24 hours for email inquiries.

4. Exclusions

4.1. This SLA does not apply to any performance issues: (i) caused by factors outside of ServQuik’s reasonable control; (ii) resulting from any actions or inactions of you or any third parties; (iii) resulting from your equipment and/or third-party equipment (not within the primary control of ServQuik).

5. Modifications

5.1. We may modify the terms of this SLA in accordance with the Terms of Use, including the discontinuation of the SLA. Notification of modifications will be communicated to you in accordance with the Terms.

6. SLA Limitations

6.1. This SLA is your sole and exclusive remedy for any unavailability or non-performance of the Service. Service Credits do not entitle you to any refund or other payment from ServQuik. A maximum of one month's service credit will be issued for any billing cycle in which your Service is affected.

7. Governing Law

7.1. This SLA is governed by the laws of Ontario, Canada, without regard to its conflict of laws provisions.

8. Contact Information

8.1. For questions about this SLA, please contact us:

By Email:
support@servquik.com

By Mail:
ServQuik Technologies
100-4310 Sherwoodtowne Blvd
Mississauga, ON L4Z 4C4
Canada