Service Level Agreement (SLA) for OneClickDBA Specialized DBA Services
This Service Level Agreement (“Agreement”) is entered into by and between OneClickDBA (“the Experts”) and the client company (“Client”), effective upon the date of ticket submission and acceptance of this Agreement. By submitting a service request (“Ticket”), the Client agrees to the terms and conditions outlined below.
1. Scope of Services
1.1 Service Offering: OneClickDBA will provide remote database administration (DBA) services through a pool of specialized database experts. 1.2 Service Platform: Services will be facilitated through an online ticketing platform where the Client can submit requests and track progress.
2. Responsibilities of the Parties
2.1 The Experts’ Responsibilities:
- Review and assess each Ticket submitted by the Client.
- Provide an initial estimation of the cost based on the specified hourly rate and projected work hours.
- Execute services diligently and to the best of their abilities to resolve or fulfill the requirements detailed in the Ticket.
- Maintain communication with the Client regarding updates, challenges, and completion timelines.
2.2 The Client’s Responsibilities:
- Provide all necessary information, documentation, and access required to facilitate the work outlined in the Ticket.
- Review cost estimations provided by the Experts and approve them before work commences.
- Ensure timely responses to any queries or requests for clarification from the Experts.
- Commit to paying all charges as specified in the approved estimation, subject to the completion of services as agreed.
3. Service Expectations and Completion
3.1 Ticket Completion:
- A Ticket will be considered complete when both the Client and the Experts mutually agree that the requested service or solution has been satisfactorily provided.
- Upon completion, an invoice will be issued, and the Client is required to remit payment within the stipulated period specified in section 5.1.
3.2 Work Effort:
- The Experts will make all reasonable efforts to resolve issues, provide solutions, or deliver services in a timely and professional manner. However, no guarantees are provided regarding absolute problem resolution unless explicitly stated.
4. Payment Terms
4.1 Rate Agreement:
- The Client agrees to the hourly rate provided in the cost estimation prior to the commencement of work.
- The Client will be invoiced for the total hours worked upon Ticket completion.
4.2 Non-Payment:
- Failure to pay the agreed charges within the payment terms will result in immediate suspension of services, and OneClickDBA reserves the right to take legal action to recover unpaid amounts, including any associated costs.
5. Intellectual Property and Confidentiality
5.1 Confidentiality:
- Both parties agree to keep all exchanged information confidential and use it solely for the purpose of fulfilling the services outlined in the Ticket.
5.2 Intellectual Property Rights:
- Any work product or solutions provided by the Experts shall remain the intellectual property of OneClickDBA until full payment has been received, at which point limited usage rights will be granted to the Client.
6. Shared Responsibility Model
6.1 Client Responsibility:
- The Client is responsible for providing accurate information and sufficient access to systems necessary for the successful execution of the services.
6.2 Experts’ Responsibility:
- The Experts are responsible for executing work based on the information provided and maintaining a high level of professionalism and quality.
7. Limitations of Liability
7.1 No Warranty:
- The Experts provide no warranty or guarantee that all issues can be resolved or that solutions will be free from errors.
7.2 Liability Cap:
- The liability of OneClickDBA shall be limited to the total amount paid by the Client for the services rendered under the relevant Ticket.
8. Termination and Dispute Resolution
8.1 Termination:
- Either party may terminate this Agreement with written notice if the other party fails to comply with any material terms.
8.2 Dispute Resolution:
- Any disputes arising out of or relating to this Agreement will be settled by arbitration in accordance with the rules of [Arbitration Organization], and the decision shall be binding.
9. General Provisions
9.1 Amendments:
- This Agreement may only be modified by written consent of both parties.
9.2 Governing Law:
- This Agreement shall be governed by the laws of Delaware/USA, without regard to its conflict of law provisions.
Acceptance of Terms
By submitting a Ticket, the Client acknowledges and agrees to be bound by this Agreement.