Service Level Agreement

This page summarizes the standard Service Level Agreement (SLA) commitments that Central Lense Inc. provides to our managed services clients. It is intended to give prospective and current clients a clear understanding of the service levels they can expect. Detailed SLA terms, including any customized targets, penalties, or exclusions, are specified in the individual service agreement executed between Central Lense and each client. Important: This summary does not constitute a binding SLA. It describes our standard service levels for informational purposes. Your specific SLA terms are governed by your signed service agreement. If there is any conflict between this summary and your executed agreement, the executed agreement prevails.

Central Lense targets the following uptime levels for managed services:

• Managed infrastructure (on-premises and hybrid environments), 99.9% uptime per calendar month
• Cloud-hosted services (services hosted on Central Lense-managed cloud infrastructure), 99.95% uptime per calendar month

Uptime is measured on a monthly basis and is calculated as the total number of minutes in the month minus the number of minutes of unscheduled downtime, divided by the total number of minutes in the month. Scheduled maintenance is excluded from uptime calculations. Central Lense communicates all scheduled maintenance windows at least 48 hours in advance via email to designated client contacts and through our status dashboard. We schedule routine maintenance during off-peak hours whenever possible to minimize impact on client operations.

Central Lense classifies support requests into four severity levels, each with defined response and resolution targets: Critical, Service down or data loss risk

• Response time: 15 minutes
• Resolution target: 4 hours
• Examples: Complete service outage, active security breach, imminent data loss, system-wide failure affecting all users

High, Significant impact, no workaround available

• Response time: 1 hour
• Resolution target: 8 hours
• Examples: Major feature unavailable, significant performance degradation affecting multiple users, backup failures

Medium, Moderate impact, workaround available

• Response time: 4 hours
• Resolution target: 24 hours
• Examples: Non-critical feature malfunction, intermittent issues with a viable workaround, single-user access problems

Low, Minor issue or informational request

• Response time: 8 hours
• Resolution target: 72 hours
• Examples: General questions, cosmetic issues, feature requests, documentation inquiries

Definitions: "Response time" refers to the time from ticket submission to acknowledgment from a qualified engineer on our team. "Resolution target" refers to the time from ticket submission to service restoration or a viable workaround being provided. Resolution targets represent goals, not guarantees, and may vary depending on the complexity of the issue.

Central Lense provides support coverage based on the severity of the issue:

• Critical and High severity, 24/7/365 support. Our on-call engineering team monitors critical alerts around the clock, including weekends and holidays.
• Medium and Low severity, Business hours, Monday through Friday, 8:00 AM to 8:00 PM Eastern Time, excluding federal holidays.

After-hours escalation is available for all severity levels. If a Medium or Low severity issue requires immediate attention outside of business hours, clients may escalate through their dedicated account manager or our after-hours support line. Escalated issues will be triaged by the on-call team and addressed based on assessed severity.

Central Lense follows a structured escalation process to ensure timely resolution of all support issues: Tier 1, Initial Response Team

• First point of contact for all support requests
• Responsible for ticket triage, initial diagnosis, and resolution of common issues
• If unable to resolve within the defined response time, the issue is escalated to Tier 2

Tier 2, Senior Engineers

• Handles complex technical issues requiring specialized expertise
• Performs in-depth troubleshooting and root cause analysis
• Coordinates with vendor support teams when third-party systems are involved
• If unable to resolve within the defined resolution target, the issue is escalated to Tier 3

Tier 3, Architecture and Executive Team

• Addresses systemic or architectural issues requiring strategic decisions
• Involves senior leadership for business-critical situations
• Coordinates cross-functional resources and vendor executive escalations

Automatic escalation occurs when response time or resolution target thresholds are exceeded. Clients may also initiate an escalation at any time through their dedicated account manager without waiting for automatic triggers.

If monthly uptime for a covered service falls below the applicable target, clients are eligible for service credits as follows:

• 99.0% to 99.9% uptime (or 99.0% to 99.95% for cloud-hosted), 10% credit of the monthly service fee for the affected service
• 98.0% to 99.0% uptime, 25% credit of the monthly service fee for the affected service
• Below 98.0% uptime, 50% credit of the monthly service fee for the affected service

Credit application: Service credits are applied to the next billing cycle following the month in which the downtime occurred. Credits are not redeemable for cash and do not carry over beyond the following billing cycle. Maximum credit: The total service credits issued for any single calendar month shall not exceed 50% of the monthly service fee for the affected service. Requesting credits: Clients must submit a service credit request within 30 days of the end of the month in which the downtime occurred. Requests should be sent to your account manager or to [email protected].

The following events and circumstances are excluded from uptime calculations and do not qualify for service credits:

• Scheduled maintenance, Pre-announced maintenance windows communicated at least 48 hours in advance.
• Force majeure, Events beyond Central Lense's reasonable control, including natural disasters, acts of war or terrorism, government actions, pandemics, widespread internet outages, and utility failures.
• Client-caused issues, Downtime or degradation resulting from actions taken by the client or its authorized users, including misconfigurations, unauthorized changes, or failure to follow recommended practices.
• Third-party service outages, Outages of underlying third-party services not operated by Central Lense, such as Microsoft Azure platform outages, internet service provider failures, or DNS provider issues, except to the extent Central Lense fails to execute its documented failover procedures.
• Client-requested changes without testing, Downtime resulting from changes to production systems requested by the client that were implemented without adequate testing or contrary to Central Lense's recommendations.

Central Lense provides comprehensive reporting to keep clients informed about service performance: Monthly Service Reports

• Uptime percentage for each covered service
• Ticket summary including total tickets, tickets by severity, and tickets by category
• Response and resolution metrics compared against SLA targets
• Summary of any incidents and actions taken

Quarterly Business Reviews

• In-depth review of service performance trends
• Discussion of upcoming projects, infrastructure changes, and strategic recommendations
• Conducted with your dedicated account team

Real-Time Status Dashboard

• Clients have access to a real-time status dashboard showing the current health of managed services
• Includes live incident updates, scheduled maintenance notifications, and historical uptime data

Central Lense is committed to continuously improving the quality and reliability of our services:

• Annual SLA review, We review and update our standard SLA targets annually to reflect improvements in technology, processes, and client expectations.
• Quarterly satisfaction surveys, We conduct quarterly client satisfaction surveys to gather feedback on service quality, responsiveness, and areas for improvement.
• Post-incident reviews, Every Critical severity incident is followed by a thorough post-incident review (PIR). The PIR identifies root causes, evaluates the effectiveness of the response, and produces actionable recommendations to prevent recurrence. PIR summaries are shared with affected clients.

This page is provided for informational purposes only. The service levels described here represent Central Lense's standard commitments and may be customized in individual service agreements. Binding SLA terms, including specific uptime targets, response times, service credit calculations, and exclusions, are defined in the signed service agreement between Central Lense and each client. If there is any discrepancy between this informational summary and your executed service agreement, the terms of the executed agreement govern. For details about your specific SLA terms, please contact your dedicated account manager.

For support issues and service requests, please contact us at [email protected]. For questions about SLA terms, service credits, or your service agreement, please contact [email protected]. You can also visit our Contact Us page to get in touch with our team directly.