Service Level Agreement Contract

SERVICE LEVEL AGREEMENT

 

This Service Level Agreement (“SLA”) is made and entered into as of the date Client signs up for DocTrace products and services, by and between DocTrace LLC, a Texas corporation with its principal place of business at 407 Forest St. Liberty Hill, TX, 78642 (“Provider”), and any user of the DocTrace Secure Electronic Document Issuance and Tracking and Secure Electronic Document Storage software as a service (“SaaS”) products and services (“Client”).

WHEREAS, DocTrace offers the Secure Electronic Document Issuance and Tracking and Secure Electronic Document Storage SaaS products and services; and

WHEREAS, Client desires to use the DocTrace SaaS products and services; and

WHEREAS, DocTrace desires to establish specific service level commitments for the SaaS products and services provided to Clients.

NOW, THEREFORE, in consideration of the mutual covenants and agreements contained herein, the parties agree as follows:

 

1. Secure Electronic Document Issuance and Tracking Service Availability

1.1. Provider shall use commercially reasonable efforts to maintain a service availability level of 99.9% for the Secure Electronic Document Issuance and Tracking (“Issuance and Tracking”) service covered by this SLA.

1.2. Issuance and Tracking service availability shall be calculated as the total uptime of the service divided by the total time during the applicable reporting period, multiplied by 100%.

 

2. Secure Electronic Document Storage Service Availability

2.1. Provider shall use commercially reasonable efforts to maintain a service availability level of 99.9% for the Secure Electronic Document Storage (“Storage”) service covered by this SLA.

2.2. Storage service availability shall be calculated as the total uptime of the service divided by the total time during the applicable reporting period, multiplied by 100%.

 

3. Recovery Time Objectives (RTO)

3.1. Provider shall use commercially reasonable efforts to achieve a Recovery Time Objective (“RTO”) of 24 hours for any service disruption affecting either the Issuance and Tracking or Storage service covered by this SLA.

3.2. RTO shall be calculated as the time elapsed from the initial identification of a service disruption to the full restoration of service functionality.

3.3. Provider shall provide detailed RTO metrics for each service disruption incident in a post-incident report, including the start and end times of the disruption, the nature of the disruption, and the actions taken to restore service.

 

4. Data Loss Tolerance Levels (Recovery Point Objectives – RPO)

4.1. Provider shall use commercially reasonable efforts to maintain a Data Loss Tolerance Level (“RPO”) of 24 hours for any service disruption affecting either the Issuance and Tracking or Storage service covered by this SLA.

4.2. RPO shall be calculated as the maximum amount of data that may be lost during a service disruption incident.

4.3. Provider shall provide RPO metrics in the post-incident analysis for each service disruption, along with a description of the data recovery procedures employed.

 

5. Exclusions

5.1. This SLA shall not apply to service disruptions caused by:

Force majeure events beyond the reasonable control of Provider, including acts of God, war, terrorism, natural disasters, power outages, or internet outages;

Client’s misuse of the DocTrace SaaS products and services;

Scheduled maintenance or downtime communicated to Client in advance;

Third-party software or services not provided by Provider.

 

6. Term and Termination

6.1. This SLA shall commence on the date Client signs up for DocTrace products and services and shall continue for as long as the client remains on DocTrace platform.

 

7. Entire Agreement; Governing Law

7.1. This SLA constitutes the entire agreement and understanding between the parties with respect to the subject matter hereof and supersedes all prior or contemporaneous communications, representations, or agreements, whether oral or written.

7.2. This SLA shall be governed by and construed in accordance with the laws of the State of Texas without regard to its conflict of laws principles.

 

8. Waiver

No waiver by either party of any breach of this SLA shall be deemed to be a waiver of any preceding or subsequent breach.

 

9. Severability

If any provision of this SLA is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall remain in full force and effect.

 

10. Binding Effect

This SLA shall be binding upon and inure to the benefit of the parties hereto and their respective successors and permitted assigns.

IN WITNESS WHEREOF, DocTrace LLC has executed this SLA as of the date first written above.

 

DocTrace LLC
By: Marcio Esteves
Title: CEO and Co-Founder