Review draft for Ledzerly Accounting Solutions LLP, covering LedzerlyBooks, AuditFlow, ClientDesk and TaxPilot. Bracketed details and proposed commitments are awaiting confirmation. This is not an adopted service commitment.
Coverage
This SLA applies only to paid production services expressly identified in the order or agreement. Covered products: [Confirm]. Effective date: [Confirm].
Availability schedule
Monthly availability target: [Confirm percentage]. Monitoring source and failure criteria: [Confirm]. Planned maintenance notice and maximum excluded maintenance: [Confirm]. Monthly availability = (eligible service minutes minus qualifying unavailable minutes) / eligible service minutes × 100. Subtract only expressly agreed exclusions from eligible minutes.
Support schedule
Support hours/timezone: [Confirm]. Channels: [Confirm]. Initial response targets: Critical service outage [Confirm]; High major function unavailable without workaround [Confirm]; Normal limited issue with workaround [Confirm]; Guidance/configuration request [Confirm]. Incident update frequency: [Confirm by severity].
Response and resolution
An initial response measures acknowledgement and commencement of assessment. It is not a guaranteed resolution time unless expressly stated. Provide the affected product, issue, time and diagnostic information without credentials or unnecessary confidential records.
Exclusions
Agreed customer-controlled failures, maintenance, external dependencies and exceptional-event exclusions: [Define precisely]. Exclusions apply only where the event falls within the agreed category and is not attributable to Ledzerly’s failure to meet its obligations.
Credits
Credit thresholds and amounts: [Confirm]. Claim period: [Confirm]. Monthly cap: [Confirm]. Claims: contact@ledzerly.com. Credits apply only where expressly agreed; their relationship with other remedies must be stated in the signed agreement and comply with law.
Repeated failures and recovery
Escalation, remediation and termination rights for repeated failures: [Confirm]. Backup frequency and recovery objectives follow the Backup & Data Protection Policy and customer service schedule.