TinyCIOyour virtual IT-departmentSERVICE LEVEL AGREEMENT (SLA)
Schedule 1 to the Terms of Service TC-COM-TOS-MAIN
Document: TC-COM-SLA Version: 1.0 Effective date: June 18, 2026 Site: https://tinycio.com
This SLA is part of the Terms of Service and defines the quality parameters for support, maintenance, and resource availability. Capitalized terms have the meaning given in the Terms.
1. Scope
1.1. This SLA governs the intake and handling of requests (tickets), reaction and resolution targets, Server availability, and communications.
1.2. SLA parameters apply only to Services expressly covered by the Pricing you paid. One-off services are not covered by availability commitments.
2. Support channels
2.1. Requests are accepted via the Customer Portal, by email at support@tinycio.com, via the Telegram bot (@TinyCIO_bot), or by phone (number shown on the Site).
2.2. A request must include the User's identifier (name, phone, or email) and a description of the need. Incomplete requests may not be processed.
3. Priorities and targets
| Priority | Description | Reaction target | Resolution target |
|---|---|---|---|
| Critical | Total outage of a key system | 2 business hours | 8 business hours |
| High | Major malfunction, no workaround | 4 business hours | 16 business hours |
| Medium | Partial malfunction, workaround exists | 8 business hours | 3 business days |
| Low / advisory | Question, enhancement, planned task | 1 business day | as agreed |
3.1. These targets are goals, not a guarantee of result. They are measured in business hours and are paused while awaiting your response, access, or decisions.
3.2. Support hours: business days 9:00–18:00 (US Mountain Time), unless a different regime (e.g., 24/7) is provided in the Pricing.
4. Availability
4.1. The target Server availability is 99.5% per month, calculated excluding the items in 4.3.
4.2. Excluded from downtime: scheduled maintenance (24h notice); emergency work (up to 24h); interruptions attributable to you or third parties; failures of networks/equipment not owned by us; force majeure; suspensions under the Terms.
4.3. If the target is not met due to our fault, your sole and exclusive remedy is an extension of the paid period, pro rata, upon written request. No monetary credits or damages are payable.
5. Obligations and limits
5.1. You will provide timely access, data, and approvals. Time awaiting you is not counted.
5.2. We may decline a request that is unlawful, out of scope, technically impossible, likely to impair the software, or where amounts are overdue.
6. Ticket closure
6.1. We send a closure-confirmation request. Absent objection within 1 day, the ticket is closed and deemed properly performed. Our ticketing records are accepted as evidence.
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