Board Director, LLC Service Level Agreement (SLA)

This Service Level Agreement (SLA) is a policy governing the service commitment between Board Director, LLC (“Service Provider”) and its Customers (“Customer”) and forms part of the contract between the two parties. This SLA applies to the web-based governance enhancement services provided by Board Director, LLC as described on www.boarddirector.co and under the terms of the End User Agreement.

1. Service Commitment
Board Director, LLC commits to providing a reliable, secure, and effective service platform that enables organizations to enhance governance processes. This includes:

Service Availability: The Service will be available 99.5% of the time, measured monthly, excluding scheduled maintenance.

Support Response Time: Support requests via email or the support portal will be acknowledged within 24 hours. Critical issues affecting all users will be addressed with an initial response within 4 hours.

Data Integrity: Regular backups will be conducted to ensure data recovery in the event of a system failure, with a recovery point objective (RPO) of 24 hours and a recovery time objective (RTO) of 48 hours.

2. Scheduled Maintenance
Board Director, LLC will provide at least 48 hours’ notice for scheduled maintenance.
Scheduled maintenance will be conducted during off-peak hours to minimize impact on service availability.

3. Performance Metrics
Uptime: Service uptime will be calculated excluding periods of scheduled maintenance and unforeseen force majeure events.

Support Resolution Time: Efforts will be made to resolve all critical issues within 72 hours and non-critical issues within 5 business days.

4. Reporting and Review

Service Performance Reports: Customers will receive monthly service performance reports detailing uptime, incident management, and resolution timelines.

SLA Reviews: This SLA will be reviewed annually or as otherwise needed to reflect service changes or customer feedback.

5. Remedies for Service Level Failures
In the event of failure to meet the service availability commitment, customers will be eligible for a service credit equivalent to 5% of their monthly service fee for each 0.5% decrease in availability below the commitment, up to a maximum of 20% of the monthly fee.

Service credits will be applied to future service periods.

6. Limitations
Service credits constitute the sole and exclusive remedy for any breach of this SLA.
This SLA does not apply to service interruptions caused by:
Customer’s own network issues.
Acts of God, natural disasters, or other force majeure events.
Actions or inactions of the customer or third parties that are not authorized service users.

7. Modifications to the SLA
Board Director, LLC reserves the right to modify the terms of this SLA with at least 60 days’ notice to customers, as per the End User Agreement and Website Terms and Conditions of Use.

8. Governing Law
This SLA and its interpretation, and any disputes arising from it, will be governed by the laws of the State of Delaware.

This SLA is intended to ensure the highest level of service quality and reliability in accordance with Board Director, LLC’s commitment to excellence and customer satisfaction.