Service Level Agreement (SLA)

Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) is incorporated by reference into the TechBrot Inc. (“TechBrot,” “we,” “our”) Terms & Conditions, Service Agreement, and applicable Order Forms. Capitalized terms not defined herein have the meaning provided in the primary Service Agreement.

1. Scope of Services

This SLA applies to all bookkeeping, reconciliation, advisory, QuickBooks Online setup/cleanup support, MSP services, and technology consulting services provided by TechBrot Inc. Services are delivered remotely unless explicitly stated in an executed Order Form.

2. Service Availability

• Standard operating hours: Monday–Friday (9:00 AM–6:00 PM EST)
• Support availability: email + portal response within stated timelines
• Emergency support: provided only if expressly included in the applicable plan
• Maintenance windows: TechBrot may schedule routine maintenance with prior notice when feasible

3. Response Time Commitments

Response time refers to TechBrot’s initial acknowledgment of a support request.

• Standard Requests: 1–2 business days
• Priority Support (if purchased): Same-day acknowledgment
• Escalated Issues: Within 4 business hours of escalation

Resolution times vary based on complexity and third-party dependencies (banks, QuickBooks, merchant processors, vendors).

4. Client Responsibilities

To meet SLA timelines, Clients must:

• Provide timely and accurate financial data, bank access, and documentation
• Respond to TechBrot’s information requests
• Maintain valid login credentials for banks and QuickBooks
• Ensure system access (MFA codes, app passwords, etc.) is available for TechBrot

Delays caused by Client inaction automatically extend any SLA timelines.

5. Exclusions

This SLA does not apply to:

• Third-party outages (banking sites, QuickBooks, Intuit, hosting providers)
• Incorrect credentials or expired MFA keys
• Hardware issues, internet outages, or local device problems
• Scope outside the signed Service Agreement or Order Form

6. Revisions, Cleanups & Catch-Up Work

Large cleanup or catch-up bookkeeping jobs require Client cooperation. SLA timelines apply only after:

• All documents are received
• All credentials are verified as working
• The applicable Order Form is signed

7. Non-Performance by Client

If the Client fails to provide data or cooperation for more than 14 days, TechBrot may:

• Pause services
• Close the service ticket
• Charge additional re-onboarding fees

8. Remedies

TechBrot’s sole SLA remedy is service re-performance. Refunds are governed strictly by the Refund Policy and are not granted for SLA delays except where required by law.

9. Billing & Chargeback Protection

This SLA reinforces:

• Authorized payment agreements (aligned with Terms §7, §14)
• Documented service delivery and communication records
• Evidence supporting TechBrot during chargeback disputes

Using this SLA along with the Terms, Refund Policy, Order Form, and DPA strengthens TechBrot’s evidentiary response for banks and processors in the event of a dispute.

10. Amendments

TechBrot may update this SLA periodically. Continued use of Services constitutes acceptance of the latest version.