Consultwise LLC (Software4.net)

Effective Date: June 11, 2025 

Version: 1.0

Updated: 11:45 PM 


1. Introduction and Purpose

This Service Level Agreement ("SLA") supplements the main Terms & Conditions and any specific Statement of Work ("SOW") or Service Agreement between Consultwise LLC (Software4.net) ("Consultwise," "we," "us," or "our") and the Client ("Client," "you," or "your"). This SLA defines the mutually agreed-upon standards for the delivery, availability, and performance of the Services provided by Consultwise.

The purpose of this Service Level Agreement (SLA) is to establish clear expectations regarding the quality, responsiveness, and reliability of our Services, fostering a transparent and accountable partnership. While a Statement of Work (SOW) outlines what Services will be delivered, this Service Level Agreement (SLA) outlines how those Services will be delivered and managed, focusing on measurable commitments.

2. Involved Parties

This SLA is entered into by and between:

  • Consultwise LLC (Software4.net)

  • The Client (as defined in the corresponding SOW)

3. Scope of Services Covered

This SLA applies to the following categories of professional services provided by Consultwise:

  • Website Services (Development, Maintenance, Hosting, where applicable)

  • Digital Marketing Services (Campaign Management, Strategy, Reporting)

  • Search Engine Optimization (SEO) Services

  • Salesforce Consulting and Implementation Services

  • Quality Assurance (QA) Testing Services

Specific metrics and service levels for individual projects or deliverables will be further detailed in the relevant Statement of Work (SOW).

4. Service Availability/Uptime (Where Applicable)

For Services involving hosted infrastructure managed directly by Consultwise (e.g., certain website hosting components, managed application instances), Consultwise commits to the following availability targets:

  • Target Uptime: 99.5% availability per calendar month.

  • Definition of Downtime: Unscheduled unavailability of critical service functionality directly caused by Consultwise's infrastructure or services, excluding planned maintenance, client-caused issues, or Force Majeure events.

  • Scheduled Maintenance: Consultwise reserves the right to perform scheduled maintenance activities. We will endeavor to provide at least 24 hours' notice for non-emergency maintenance, typically conducted during off-peak hours (e.g., 00:00 - 05:00 local time).

5. Response and Resolution Times (Service Requests & Incidents)

Consultwise prioritizes client requests and incidents based on severity. The following are our target response and resolution times:

  • Incident/Request Submission Channels: All requests or incidents must be submitted via [e.g., a dedicated support portal, email to [email protected]] to ensure proper tracking and processing.

  • Severity Levels:

    • Critical (Severity 1): Service completely down, critical functionality inaccessible for all users.

    • High (Severity 2): Major feature unavailable, significant business impact, workaround possible but inconvenient.

    • Medium (Severity 3): Minor feature issue, moderate business impact, minor inconvenience.

    • Low (Severity 4): General questions, minor visual bugs, non-critical requests.

  • Target Response Times (Initial Acknowledgment):

    • Critical: Within 1 hour

    • High: Within four business hours

    • Medium: Within 8-9 business hours

    • Low: Within 24 business hours

  • Target Resolution Times (Best Effort): Consultwise will use its best efforts to resolve issues within the following targets, acknowledging that complex problems may require more time and client collaboration. Regular updates will be provided.

    • Critical: Continuous effort until resolution or workaround.

    • High: Within 2-4 business days.

    • Medium: Within 5-7 business days.

    • Low: As mutually agreed or in the next release cycle.

6. Service Performance Metrics & Deliverables

While specific KPIs will be defined in the SOW, Consultwise commits to the following general performance standards:

  • Website Services: Adherence to agreed-upon deployment schedules; delivery of functional and tested website components as per SOW.

  • Digital Marketing & SEO: Timely execution of agreed-upon campaign activities (e.g., ad setup, content creation, link-building efforts); accurate and timely provision of performance reports as per agreed frequency.

    • Note: This SLA guarantees the delivery of activities and reporting, not specific search engine rankings, traffic volume, or conversion rates, which are subject to external market, algorithm, and competitive factors.

  • Salesforce Services: Adherence to implementation timelines; delivery of configured Salesforce functionalities and reports as defined in the SOW; timely response to support tickets if a support retainer is in place.

  • QA Testing: Timely execution of test cases; accurate and comprehensive bug reporting; delivery of test reports as per project timelines.

  • Communication: Regular project updates and communication channels as agreed upon in the SOW.


7. Reporting and Review

Consultwise will provide performance reports on SLA metrics as agreed upon in the Statement of Work (SOW), typically on a monthly or quarterly basis. These reports will summarize key service levels, incident logs, and service availability. Periodic review meetings may be scheduled to discuss performance, address concerns, and refine service levels.

8. Service Credits/Remedies (Where Applicable)

Suppose Consultwise fails to meet the Target Uptime (available in Section 4) for critical hosted services directly managed by Consultwise, and such failure is not due to any exclusions. In that case, the Client may be eligible for a service credit. The specific credit structure will be outlined in the Statement of Work (SOW). This service credit shall be the sole and exclusive remedy for any failure to meet the guaranteed service levels herein.

9. Exclusions from SLA

Consultwise shall not be deemed in breach of this SLA for failures or delays resulting from:

  • Client's acts or omissions (e.g., failure to provide timely information, access, or approvals).

  • Third-party service outages outside Consultwise's direct control (e.g., Google, Facebook, Salesforce platform outages, upstream internet service providers).

  • Scheduled maintenance (as defined in Section 4).

  • Force Majeure events (e.g., natural disasters, acts of war, government actions, pandemics).

  • Requests or incidents related to services or functionalities not explicitly covered in the SOW.

  • Consultwise manages unauthorized client modifications to systems or configurations.

10. Roles and Responsibilities

  • Consultwise Responsibilities: Provide Services as per the SOW and this SLA; maintain necessary infrastructure; provide timely communication and support.

  • Client Responsibilities: Provide accurate and complete information; ensure timely access; review and approve deliverables promptly; adhere to all policies and agreements; promptly report issues via designated channels.

11. Policy Review and Amendments

This SLA will be reviewed by Consultwise at least annually or as necessary due to changes in services, technology, or business operations. Any amendments will be communicated to the Client in writing.

12. Contact Information

For any inquiries or to report an issue related to Service Levels, please get in touch with your dedicated Project Manager or our support team at [[email protected]].

+14048848845/ +16783335643