Standard Service Level Agreement (SLA). 

Blue Root Technology

Last Updated: September 21, 2025 

1. Introduction

This Standard Service Level Agreement ("SLA") is entered into between Blue Root Technology ("Blue Root," “Company,” "we," "us," or "our") and you, the client ("Client," "you," or "your"). This document outlines the standard levels of service, support procedures, and responsibilities for the IT managed services provided by Blue Root Technology.

This SLA is applicable to all services provided unless a separate, service-specific agreement or addendum explicitly supersedes it.

2. Service Hours

a. Standard Business Hours: Our standard hours for support and maintenance are:

  • Monday – Friday, 8:00 AM to 5:00 PM (Eastern Time)

  • Excludes national public holidays and local holidays as determined by us.

b. After-Hours Support: Service requests submitted outside of Standard Business Hours will be addressed on the next business day. Work requested or required outside of Standard Business Hours is considered Emergency Support.

c. Emergency Support: Emergency support performed outside of Standard Business Hours will be subject to an emergency hourly rate of 1.5x the standard hourly rate, unless the Client's service plan explicitly includes after-hours or 24/7 support as defined in a separate Service Agreement.

d. Maintenance Window: To minimize service interruptions, Blue Root schedules maintenance that may affect service availability (e.g., updates, reboots) during a preset Maintenance Window of 11 PM to 4 AM (Eastern Time). Tasks that are expected to impact Client can be performed outside these hours with Client approval. 

3. Submitting Service Requests

a. Methods for Submitting Requests All non-critical service requests must be submitted through one of the following methods to ensure proper tracking and prioritization:

b. Required Information for Service Requests To ensure a timely and effective response, please include the following information when submitting a request:

  • Your full name and contact information.

  • A detailed description of the issue and the desired outcome.

  • The business impact of the issue (e.g., number of users affected, critical function down).

  • Any exact error messages, including screenshots if possible.

  • Any troubleshooting steps you have already taken.

Failure to provide sufficient detail may impact response times, as we may need to contact you for clarification before work can begin.

4. Incident Prioritization and Response Times

Blue Root Technology will classify and prioritize service requests based on our assessment of the issue's business impact. The following levels are used as internal guidelines to direct our response efforts. All response times are targets during Standard Business Hours.

Urgent

  • A critical business system is down, or a widespread outage is affecting all users. Represents a complete stoppage of business operations.

  • 4 Hours Target Response Time

High

  • A key business function is significantly degraded, or a group of users is unable to perform their work. No workaround is available.

  • 8 Business Hours Target Response Time

Medium

  • A single user's ability to work is impaired, or a business system is experiencing intermittent issues. A temporary workaround may be available.

  • 16 Business Hours Target Response Time

Low

  • A minor technical issue, a general "how-to" question, or a request for future work (e.g., new user setup).

  • 24 Business Hours Target Response Time

Note: "Response Time" is the time it takes for a technician to acknowledge the request and begin working on the issue. It is not a guarantee of resolution time. Resolution time will vary depending on the complexity of the issue, client availability, and potential third-party dependencies.

5. Exclusions and Limitations

This Standard SLA does not include the following:

  • Uptime Guarantees: Blue Root Technology provides no specific guarantees of server, network, application, or service uptime unless explicitly detailed in a separate, signed Service Agreement or Addendum.

  • Third-Party Vendors: Support for hardware, software, or services provided by third-party vendors (e.g., internet service providers, specific software application vendors). We will act as a technical liaison on your behalf but are not responsible for their service delivery.

  • User-Caused Issues: Problems resulting from user error, negligence, misuse of equipment, or unauthorized changes to the IT environment.

  • Force Majeure: Issues arising from events beyond our reasonable control as defined in the Terms of Service such as natural disasters, power grid failures, or widespread internet outages.

  • Projects: New hardware rollouts, office moves, or significant system upgrades are considered projects and will be scoped and quoted separately.

6. Client Responsibilities

To receive timely support, the Client agrees to:

  • Provide Blue Root Technology with the necessary access to systems, personnel, and information required to diagnose and resolve issues. This includes both physical access and administrative access to systems as necessary. 

  • Notify Blue Root Technology of any changes to the IT environment, including new software, hardware, or services.

  • Ensure users are available to provide information and cooperate with support technicians.

  • Designate a primary contact for authorizing service requests and approvals.

7. Changes to This SLA

We may update this SLA from time to time. If changes are made, we will post the new SLA on our website and update the "Last Updated" date. If you are currently covered by an active Service Agreement, we will provide written notice of any material changes. It remains the Client's responsibility to regularly review the current version of this SLA on our website to stay informed of any changes. Changes to this SLA do not terminate any ongoing Service Agreement, and the updated SLA will apply to all Services provided under active Service Agreements from the date specified in the updated SLA or notice.