Sample Service Level Agreement

1. Scope of Services

This SLA covers:

• Device and Network Supervision: 900 MHz wireless network, locators/repeaters, control panel, and all resident devices (pendants, pull cords, wall buttons).
• 24/7 Monitoring Services: UL-listed central station response and escalation.
• Cloud-based Portal Access: For authorized staff and administrators.
• Ongoing Support and Maintenance: Including proactive monitoring, software updates, battery replacements, and technical support.

2. Performance Standards

2.1 Device Uptime

• Safely.Living guarantees a minimum of 99.5% device uptime per device per month, excluding planned maintenance windows.
• Definition: A device is considered “up” if it maintains scheduled communication tests and is able to generate an alert to the Safely.Living Monitoring Center or the customer portal.

2.2 Network Uptime

• Safely.Living guarantees a minimum of 99.5% network uptime per month for the system backbone, including the 900 MHz network, repeaters, and control panel(s).
• Definition: Network is considered “up” if it can successfully relay alerts and device status information to the Safely.Living Monitoring Center and customer portal.

2.3 Supervised Communications

• System components perform scheduled self-tests.
• Failures or trouble signals trigger a critical event workflow, including:
  • Low Priority Events (e.g., internet outage with cellular backup) — Grace period of 24 hours for resolution before technician dispatch.
  • High Priority Events (e.g., tamper signal, total device communication loss) — Immediate technician intervention.

3. Monitoring & Response

• 24/7 Monitoring by a UL-listed central station.
• Escalation Protocols: Pre-configured with the customer to ensure appropriate notification and, if required, EMS dispatch.
• Response Times: Alarms acknowledged and escalated per industry best practice (typically within 60 seconds).

4. Reporting & Support

• Monthly Service Reports available via the Safely.Living Portal, including:
  • Device status
  • Network uptime
  • Incident logs
  • Maintenance history
• Customer Support:
  • Standard Support: 24/7 phone, email, and portal support.
  • Technical Dispatch: If remote remediation fails, on-site technician dispatch within 72 hours (or sooner for critical events).
• Maintenance & Updates: All devices and network components receive OTA (over-the-air) updates and are fully warrantied during the contract term.

5. Planned Maintenance

• Planned maintenance (e.g., software upgrades) is scheduled with at least 72 hours’ notice to the customer and typically conducted during low-use periods.
• Planned maintenance is not included in uptime calculations.

6. Termination

6.1 Termination for Cause

• Either party may terminate this Agreement with 30 days’ written notice if the other party materially breaches this SLA and fails to cure such breach within 30 days after receipt of written notice specifying the breach.
• Material breaches include, but are not limited to:
  • Failure to meet device or network uptime requirements (less than 99.5% for two consecutive months).
  • Repeated failure to remediate critical events in accordance with escalation protocols.

7. Contract Term

• The standard term for this sample SLA is 3 years, consistent with the underlying service agreement.

8. Transferability

• This SLA remains fully in effect if property ownership or management changes, provided that Safely.Living is notified within 30 days of such change.

9. Additional Terms

• All devices and network components remain the property of the Customer after purchase.
• Safely.Living will maintain a spare parts inventory to ensure timely replacements of defective devices.
• All warranties remain in effect for the contract duration.