At CloudOpx LLC (“CloudOpx”, “we”, “us”), we are committed to providing our clients with a superior level of service. This Service Level Agreement (SLA) Overview outlines our service level targets for our Managed Services clients. It is intended to provide a clear summary of our commitments to service availability and support responsiveness.

Please note: This document is an overview for informational purposes. The legally binding SLA, including specific terms, conditions, and remedies, is governed by the Master Service Agreement (MSA) signed between CloudOpx and each client.

1. Service Commitments

Infrastructure & Service Uptime

We are committed to maintaining high availability for all services under our management. Our uptime target for client production environments hosted on Microsoft Azure is:

Service	Monthly Uptime Commitment
Managed Azure Services (IaaS & PaaS)	99.9%

Uptime is calculated monthly and excludes scheduled maintenance, and factors outside of our reasonable control as defined in the client’s MSA.

Support & Incident Response Times

We provide responsive support through our dedicated helpdesk. Incidents are prioritized based on their impact on your business operations. Our target initial response times are as follows:

Priority Level	Definition	Target Initial Response Time
Priority 1 (Critical)	Critical production system outage or major security incident affecting all users.	< 15 Minutes
Priority 2 (High)	Significant degradation of a production system or a time-sensitive issue affecting a group of users.	< 1 Hour
Priority 3 (Medium)	Minor impact on a non-critical system or a request for information with moderate urgency.	< 4 Business Hours
Priority 4 (Low)	General questions, feature requests, or issues with no significant business impact.	< 8 Business Hours

“Initial Response Time” is the time from when an incident is reported to when a CloudOpx engineer acknowledges the issue and begins work.

2. Scope of Services

This SLA overview applies to all services explicitly covered under a client’s Managed Services plan as defined in their MSA. This typically includes:

• Management of the client’s Microsoft Azure and/or Microsoft 365 environment.
• Proactive monitoring, maintenance, and optimization activities.
• Security and governance operations.
• Technical support for covered services.

This SLA does not cover issues arising from third-party vendors, client-side network or hardware issues, or changes made to the environment by client personnel without prior consultation with CloudOpx.

3. Reporting & Strategic Reviews

As part of our commitment to a proactive partnership, we provide our Managed Services clients with:

• Monthly Performance Reports: Detailed reports on system health, performance, security posture, and support ticket trends.
• Quarterly Business Reviews (QBRs): Strategic meetings with your dedicated lead architect to review performance against goals, discuss your technology roadmap, and provide recommendations for continuous improvement.

4. Governing Law

This SLA Overview and any related services are governed by the laws of the State of Florida. Any disputes arising from our services shall be resolved in the state and federal courts located in Miami-Dade County, Florida.

5. Contact Us

If you have any questions about this SLA Overview or our Managed Services offerings, please contact us:

CloudOpx LLC
Email: legal@cloudopx.com