EXHIBIT A – SERVICE LEVEL AGREEMENT FOR MANAGED SERVICES

  1. Contact Methods for Submitting a Request/Issue: Client may contact CBM Technology for support using one of the following methods. CBM Technology may update its contact methods from time to time upon notice to Client.
    • Email – Client may send an email to support@cbmtech.com to create a new ticket. Once an email is submitted, a ticket will be generated automatically, and Client will receive a ticket number to use as a reference. Client can reply to the email to add additional notes.
    • Telephone – Client may call 337.233.5010 or 1.800.259.5236 for support. CBM Technology determines on a case-by-case basis if the issue can be addressed at the time of calling, whether a callback is required, or if it is to be scheduled.
    • Account Manager – Client can call its assigned account manager directly for issues or tickets.
    • Portal – https://cbmtech.myportallogin.com – Client will have the ability to create, manage, approve, and check the status of tickets. If Client does not have access to the support portal and would like access, Client can send an email to support@cbmtech.com to have one created.
    • Afterhours Support & Afterhours Emergency Support – Client may call CBM Technology’s support number 24/7 or their Account Manager to reach an on-call technician to resolve an issue. Note: After-hours support is billable at 1.5 times the amount of the normal hourly billing rate. Response time is within 2 hours.
  2. Required Information: Client will provide all necessary information when requesting technical support. This information includes without limitation: (1) the name of the end user(s) experiencing the issue; (2) contact information for such end user(s); (3) information relating to the systems requiring support; and (4) detailed description of the issue.
  3. Issue Severity & Response Time: CBM Technology will work diligently to resolve the issue/request and will make reasonable efforts to correct and/or provide the Client with a workaround/fix at the time of the initial submission. If a request/issue cannot be resolved by CBM Technology immediately, CBM Technology will determine the severity of the issue/request; schedule the issue/request based on the severity; perform an investigation of the problem; work on resolution of the problem based on its severity; and report to the Client by email, unless Client or severity specifies otherwise, on the implementation of the issue resolution.

CBM Technology will determine the severity and response time based on the following parameters:

Classification Response Time and Resolution Efforts
High – Production server or other mission-critical system(s) are down, and no workaround is immediately available. All or a substantial portion of Client’s critical data is at a significant risk of loss or corruption. The client has experienced a substantial loss of service. Client’s business operations have been severely disrupted. CBM Technology will respond to Client and begin the resolution of the issue/request within one (1) business hour (see above for after-hours support).

Note: if there are high-severity issues affecting numerous clients, Managed IT or Block Time clients will take precedence and response time may be affected.
Medium – Issue that impacts a single user or non-critical software or hardware error. CBM Technology will respond to Client within four (4) business hours and begin the resolution of the issue/request within 1 business day.

Note: if there are medium-severity issues affecting numerous clients, Managed IT or Block Time clients will take precedence and response time may be affected.
Low – Minor issue/request that does not affect the ability of Client’s end user to perform normal job duties. CBM Technology responds to Client within 2 business days.
  1. SLA Reporting: CBM Technology will provide ticket reports with SLA details at Client’s request.
  2. Operating System & Application Patching: CBM Technology reviews and deploys security patches for Microsoft’s supported operating system and applications every Wednesday 10 PM – Thursday 4 AM.

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