Service Level Agreement

This Service Level Agreement ("SLA") is made effective as of October, 2024, by and between Candy Whyggs LLC ("Company"), with its principal place of business at 6301 Indian School Rd NE Albuquerque NM, 87110, and [Service Provider's Name] ("Service Provider"), with its principal place of business at [Address].

1. Purpose

The purpose of this SLA is to define the levels of service expected from the Service Provider and the responsibilities of both parties in the context of managing the Company’s online candy-themed business operations.

2. Services Provided

The Service Provider agrees to deliver the following services:

  • Website Management: Maintenance and updates of the e-commerce platform.
  • Customer Support: Responding to customer inquiries within specified timeframes.
  • Order Fulfillment: Ensuring timely processing and shipping of orders.
  • Marketing Services: Development and execution of marketing campaigns.
  • Inventory Management: Monitoring stock levels and reordering as needed.

3. Performance Metrics

The following metrics will be used to measure service performance:

  • Response Time: Customer inquiries will be responded to within 1 business day.
  • Resolution Time: Issues will be resolved within 1-3 business days.
  • Order Processing: Orders will be processed and shipped within 7-14 business days of receipt.
  • Uptime Guarantee: The online platform will maintain an uptime of 100% per month.

4. Reporting and Reviews

The Service Provider will provide monthly reports detailing:

  • Service performance against the metrics defined in Section 3.
  • Customer feedback and satisfaction ratings.
  • Any incidents that occurred and their resolutions.

5. Responsibilities of the Company

The Company agrees to:

  • Provide the necessary access and resources for the Service Provider to perform services.
  • Communicate any changes in business requirements promptly.
  • Review performance reports and provide feedback.

6. Issue Management

In the event of service performance issues:

  • The Service Provider will escalate issues based on severity.
  • The Company will participate in problem resolution as needed.

7. Confidentiality

Both parties agree to keep confidential any proprietary information shared during the term of this SLA. This obligation will survive the termination of this SLA.

8. Termination

Either party may terminate this SLA with [number] days’ written notice. Upon termination, any outstanding payments for services rendered will be settled.

9. Limitation of Liability

Neither party shall be liable for indirect, special, or consequential damages. The maximum liability of either party shall not exceed the total fees paid under this SLA.

10. Governing Law

This SLA shall be governed by the laws of the State of New Mexico.