1. Introduction and Purpose

This Service Level Agreement (“SLA”) is a binding agreement between Metawise Consulting LLC (“Provider”) and the Customer. Its purpose is to define the level of service, support, and responsibilities that the Provider commits to deliver for the 365TUNE platform during the Customer’s active subscription. This SLA establishes clear expectations, responsibilities, and procedures to ensure high-quality service and customer satisfaction.

Metawise Consulting LLC is committed to delivering reliable, secure, and efficient services to support the Customer’s business operations. This SLA outlines the scope of support, service availability, response times, communication channels, and other relevant terms and conditions.

2. Scope of Services

The services covered by this SLA include:

• • Access to the 365TUNE platform and related products as detailed in the Customer’s subscription agreement.

• • Technical support for installation, configuration, usage, and troubleshooting of the 365TUNE platform.

• • Provision of software updates, patches, and bug fixes as determined necessary by the Provider.

• • Access to the Provider’s knowledge base, documentation, and self-service resources.

This SLA does not cover support or services for third-party products, except as necessary for the operation of the 365TUNE platform within the Customer’s environment.

3. Support Eligibility

3.1 Active Subscription Requirement

Support and maintenance services are available exclusively to Customers with an active, valid subscription license. The Provider is under no obligation to provide support, updates, or maintenance to Customers whose subscription has lapsed, expired, or been terminated.

3.2 License Verification

The Provider reserves the right to verify the Customer’s license status prior to providing support. Customers must provide relevant license or subscription details upon request to validate eligibility for support services.

4. Support Channels

Metawise Consulting LLC offers the following support channels for 365TUNE:

• • Web-based Support Portal: Customers can submit support requests, track ticket status, and access self-service resources.

• • Email Support: Customers may email support requests directly to the Provider’s designated support email address.

• • Live Chat: Real-time support is available via the Provider’s chat interface during support hours.

Phone support is not available under this SLA. All support requests must be initiated via web, email, or chat.

5. Support Hours

5.1 Standard Support Hours

Support is provided during the following hours:

• • Days: Monday through Friday (business days only)

• • Time: 8:00 AM to 6:00 PM Central Standard Time (CST)

5.2 Non-Support Periods

Support is not available during:

• • Saturdays and Sundays

• • Major U.S. holidays, including but not limited to:
    
    • • New Year’s Day
    • • Memorial Day
    • • Independence Day
    • • Labor Day
    • • Thanksgiving Day
    • • Christmas Day

5.3 After-Hours Requests

Support requests can be submitted 24/7 via the web portal or email. However, requests submitted outside of standard support hours will be queued and addressed during the next available support window.

6. Service Availability

6.1 Uptime Commitment

The Provider will use commercially reasonable efforts to ensure that the 365TUNE platform is available at least 99.9% of the time during any given calendar month, excluding periods of excusable downtime as defined below.

6.2 Excusable Downtime

Excusable downtime refers to periods when the services are unavailable due to:

• • Scheduled Maintenance: Advance notice will be provided for planned maintenance windows.

• • Force Majeure Events: Events outside the Provider’s reasonable control, including but not limited to natural disasters, war, terrorism, labor disputes, or government actions.

• • Third-Party Service Failures: Outages or disruptions caused by failures in third-party systems or services (e.g., Microsoft 365, internet service providers) that are required for the 365TUNE platform to function.

• • Customer Actions: Service interruptions resulting from the Customer’s misuse, unauthorized modifications, or failure to follow the Provider’s guidelines.

6.3 Maintenance Notifications

The Provider will make reasonable efforts to notify Customers of scheduled maintenance at least 48 hours in advance. Emergency maintenance may be performed without advance notice if necessary to protect the integrity or security of the services.

7. Support Request Process

7.1 Submission

Customers may submit support requests through any of the available channels (web, email, chat). Each request should include:

• • A clear and detailed description of the issue or question

• • Steps to reproduce the issue (if applicable)

• • Relevant screenshots, logs, or error messages

• • Contact information for follow-up

7.2 Ticket Management

Upon receipt of a support request, the Provider will:

• • Assign a unique tracking number (ticket ID) to the case

• • Send an acknowledgment email to the Customer with the ticket ID and initial response time estimate

• • Assign the case to an appropriate support engineer for triage and resolution

7.3 Customer Cooperation

The Customer is expected to cooperate fully with the Provider’s support team, including:

• • Providing timely responses to information requests

• • Granting necessary access to systems or environments for troubleshooting

• • Implementing recommended solutions or workarounds

Failure to provide necessary information or cooperation may delay resolution and affect the Provider’s ability to meet response time commitments.

8. Support Levels and Response Times

The Provider categorizes support requests based on severity and business impact. The following table outlines the standard response times for each priority level:

Notes:

• • All response times are measured within standard support hours (Monday–Friday, 8AM–6PM CST).

• • The initial response time is the time within which the Provider will acknowledge the support request and begin investigation.

• • The Provider does not guarantee resolution within a specific timeframe, as resolution depends on issue complexity, customer cooperation, and other factors.

9. Customer Responsibilities

To ensure effective and timely support, the Customer agrees to:

• • Maintain an active subscription license at all times.

• • Designate authorized contacts who are permitted to submit support requests.

• • Provide accurate and complete information regarding issues.

• • Follow the Provider’s recommendations, including installing updates and patches.

• • Maintain appropriate backups of all data and configurations.

• • Notify the Provider promptly of any critical issues or service interruptions.

10. Software Updates and Maintenance

10.1 Updates and Patches

The Provider will periodically release software updates, patches, and bug fixes to improve performance, security, and functionality. These updates are available to Customers with an active subscription.

10.2 Update Notifications

Whenever possible, the Provider will notify Customers in advance of major updates or changes that may impact service availability or functionality.

10.3 Customer Obligations

The Customer is responsible for:

• • Reviewing update notifications and release notes

• • Installing updates in a timely manner to maintain compatibility and security

• • Testing updates in a non-production environment, if necessary

Failure to install updates may result in unsupported configurations or increased vulnerability to security risks.

11. Service Credits

No service credits are provided under this SLA. The Provider does not offer monetary compensation, credits, or refunds for downtime, missed response times, or other service interruptions.

12. Exclusions and Limitations

12.1 Excluded Services

This SLA does not cover:

• • Issues caused by the Customer’s misuse, unauthorized modifications, or failure to follow documentation

• • Problems resulting from changes to the Customer’s system environment not approved by the Provider

• • Support for third-party software or services, except as required for the 365TUNE platform’s operation

• • Beta, preview, or experimental features, which are provided “as is” without guarantee

12.2 Limitation of Liability

The Provider’s total liability for any claims arising under this SLA is limited to the amount paid by the Customer for the subscription during the affected period. The Provider is not liable for indirect, incidental, or consequential damages.

13. Data Security and Privacy

13.1 Data Protection

The Provider is committed to maintaining the confidentiality, integrity, and security of Customer data. All support interactions are governed by the Provider’s privacy policy and data protection agreements.

13.2 Access Controls

Support personnel are granted access to Customer data only as necessary to resolve support requests. All access is logged and monitored for compliance.

13.3 Data Retention

Support-related data, including tickets and correspondence, is retained in accordance with the Provider’s data retention policy. Customers may request deletion of support data upon termination of the subscription.

14. Escalation Procedures

If a Customer believes that a support request is not being handled satisfactorily, the following escalation process is available:

1. 1. First Level: Contact the assigned support engineer and request an update or clarification.

1. 1. Second Level: If unresolved, request escalation to a support manager.

1. 1. Third Level: For critical or unresolved issues, escalate to the Provider’s executive management, as outlined in the subscription agreement.

The Provider will make reasonable efforts to resolve escalated issues promptly and keep the Customer informed of progress.

15. Renewal, Expiration, and Termination

15.1 Renewal Process

The Provider will notify the Customer in advance of the subscription expiration date, typically 30 days prior. Renewal reminders may also be sent after expiration if the subscription is not renewed.

15.2 Expiration

Upon expiration of the subscription license:

• • Access to support and software updates will be suspended immediately.

• • The Customer may not receive retroactive support or updates for the period during which the license was inactive.

15.3 Termination

Either party may terminate the subscription in accordance with the terms of the main agreement. Upon termination, all support obligations cease, and the Customer must discontinue use of the 365TUNE platform.

16. Changes to the SLA

The Provider reserves the right to modify this SLA at any time. Changes will be communicated to the Customer at least 30 days in advance. Continued use of the 365TUNE platform constitutes acceptance of the revised SLA.

17. Miscellaneous

17.1 Governing Law

This SLA is governed by the laws of the jurisdiction specified in the main Terms of Service agreement between the Provider and the Customer.

17.2 Entire Agreement

This SLA, together with the main subscription agreement and any applicable privacy or data protection agreements, constitutes the entire agreement between the parties regarding support and service levels.

17.3 Severability

If any provision of this SLA is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

17.4 Waiver

No waiver of any term or condition of this SLA shall be deemed a further or continuing waiver of such term or any other term.

17.5 Assignment

The Customer may not assign this SLA or any rights or obligations hereunder without the Provider’s prior written consent.

18. Acceptance

By using the 365TUNE platform and maintaining an active subscription, the Customer acknowledges and agrees to the terms and conditions set forth in this Service Level Agreement.