Service Level Agreement (SLA)

Service provider: Denton BBQ LLC. Customer: [Legal client name]. Project(s): [Project/domain names]. Effective date: [To be agreed]. Agreement/SOW reference: [Signed reference].

The signed Master Service Agreement and project Statement of Work govern. This SLA adds only those service levels stated in an executed service schedule and does not supersede applicable data protection or security terms.

Covered services: [List managed hosting, maintenance, support, integrations and optional recovery services]. Excluded services: [List third-party accounts, customer-managed assets and unsupported systems].

Support availability: [Agreed days, hours, time zone and holiday exclusions]. Outside this agreed window, tickets may be received without an obligation to begin work until the next covered support period unless an explicit on-call service is included.

Request channels: [Authorized support portal/email/SMS]. An SMS or website contact does not automatically create emergency or 24-hour coverage.

Classify incidents at intake, subject to Denton BBQ confirmation after triage:

First response means a human acknowledgment and initial triage, not a promise that an incident will be resolved in that interval. Resolution targets and update cadence, if any: [Negotiated separately]. Without completed targets in a signed agreement, no numeric response-time commitment is in force.

Availability target: [If contracted, define measured service, percentage, measurement window, data source and exclusions]. No particular availability percentage is implied by this draft.

Maintenance window: [To be agreed]. Emergency security fixes or provider incidents may require changes without usual advance notice. Third-party hosting, connectivity, authentication, DNS, payments, messaging or integrations may be outside Denton BBQ's control.

Monitoring and escalation: [Contracted monitors and authorized contacts]. Internal website monitoring and backup alerts are operations controls, not proof of 24/7 staffed response.

A complimentary backup copy, where configured, does not itself include a priority recovery obligation, guaranteed retention extension, routine customer-specific restoration exercise or contractual RPO/RTO.

Paid managed recovery applies only when the signed Backup & Recovery SLA Addendum specifies the exact systems, backup frequency, retention, restoration duties, exercise schedule, response objectives, price and exceptions.

The customer must maintain accurate authorized contacts, promptly report incidents, supply lawful access to required services, approve recovery actions where needed, preserve any customer-controlled credentials, and make reasonable efforts to provide business requirements and acceptance testing.

Exclusions and dependencies: customer-caused changes, unsupported platforms, delays in approvals or access, noncontracted features, third-party incidents, force majeure, and systems not expressly in the covered inventory. Applicable signed terms control responsibility and liability.

Recurring service fee: [Amount, currency and cadence if agreed]. Included hours: [If any]. Out-of-scope recovery, data correction, rebuild or third-party labor: [Quoted rate and authorization process]. No fee is created by the internal backup billing checkbox.

Service review cadence: [To be agreed]. Notice of material changes: [To be agreed]. Contractual remedies or service credits: [Only if negotiated in the executed agreement]. Termination and dispute terms follow the signed Master Service Agreement.