1. Service Scope:
1.1 Services Offered: Virtual assistant services including Email Management, Calendar Management, Data Entry, and more.
1.2**Flexible Hour Usage:**
Clients recognize that service packages, such as the standard offering providing 40 service hours per month, allow for flexibility in hour usage. The breakdown does not mandate an exact weekly distribution, providing adaptability to address evolving business demands. Stellar Sync commits to delivering the agreed-upon services within the monthly package, ensuring effective collaboration while accommodating clients' varying scheduling needs. Coordination of hour usage will be a collaborative effort between Stellar Sync and the client to optimize service delivery.
2. Service Quality:
2.1 Quality Standards: We commit to delivering high-quality services, meeting agreed-upon deadlines and ensuring accurate task completion.
2.2 Performance Metrics: Key performance indicators (KPIs) include response time (within 24 hours) and task completion accuracy.
3. Communication:
3.1 Communication Channels: Primary communication through email and regular updates via project management tools.
3.2 Response Time: We aim to respond to client inquiries within 2 hours.
4. Task Approval:
4.1 Task Submission: Clients can submit tasks through the Client's designated project management platform.
4.2 Approval Timeframe: Completed tasks will be submitted for client approval within 48 hours.
5. Confidentiality:
5.1 Data Security: We employ industry-standard measures to ensure the confidentiality and security of client information.
5.2 Non-Disclosure Agreement (NDA): Clients are required to sign an NDA for added confidentiality.
6. Billing and Payment:
6.1 Pricing Structure: Standard Package - $1500/month, Elite Package - $3000/month, Enterprise Package - $6000/month.
6.2 Payment Terms: Monthly billing with a net15 payment term.
7. Termination:
7.1 Termination Clause: Either party may terminate with a 30-day notice in case of a material breach.
7.2 Notice Period: A 30-day notice is required for termination.
8. Dispute Resolution:
8.1 Dispute Resolution Process: Disputes will be resolved through amicable negotiation and, if necessary, mediation.
9. Force Majeure:
9.1 Force Majeure Clause: Neither party will be held liable for unforeseen circumstances beyond their control.
10. Governing Law:
10.1 Governing Law: This agreement is governed by the laws of the state of [Your State].
11. Review and Amendments:
12.1 Review Period: The SLA will be reviewed annually.
12.2 Amendments: Amendments require mutual agreement and will be documented in writing.
By signing below, both parties acknowledge and agree to the terms outlined in this Service Level Agreement.