Service Level
Agreement

This Service Level Agreement ("SLA") defines the service commitments, performance standards, and remedies that SA Media Inc. ("SA Media", "we", "us") provides to clients and users of our digital properties, including the SA Media website (samedia.io), the SA Media Client Portal, and any web applications or digital products developed and hosted by SA Media on behalf of clients.

This SLA applies in addition to any separate Service Agreement, Statement of Work, or engagement letter between SA Media and the client. In the event of any conflict between this SLA and a separately executed Service Agreement, the terms of the Service Agreement shall prevail.

SA Media commits to maintaining the following uptime targets for its production services:

SA Media Website (samedia.io): 99.9% monthly uptime, measured as the percentage of minutes in a calendar month during which the website is accessible and responsive to HTTP requests.

Client Portal: 99.9% monthly uptime, excluding scheduled maintenance windows.

Client-Hosted Web Applications: Uptime commitments for bespoke web applications developed and hosted by SA Media are defined in the applicable Service Agreement. Where no specific commitment is stated, a default target of 99.5% monthly uptime applies.

Uptime is calculated as: ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100. Downtime is defined as a period of five (5) or more consecutive minutes during which the service is materially unavailable to end users, as confirmed by SA Media monitoring systems.

SA Media performs routine maintenance to ensure the security, performance, and reliability of its services. Scheduled maintenance windows are excluded from uptime calculations.

Maintenance Window: Maintenance is scheduled during low-traffic periods, typically between 02:00 and 06:00 EST (Eastern Standard Time), unless otherwise agreed with the client.

Advance Notice: SA Media will provide at least 48 hours advance notice for scheduled maintenance that may affect service availability. Emergency security patches may be applied with shorter notice where necessary to protect the integrity of systems.

SA Media will use commercially reasonable efforts to minimise downtime during maintenance and to deploy changes with zero-downtime deployment strategies where technically feasible.

SA Media classifies incidents into three severity levels and commits to the following response and resolution targets:

Severity 1 (Critical): Complete service outage or data breach affecting production systems. Response time: within 1 hour. Target resolution: within 4 hours. SA Media will assign immediate resources and provide status updates every 30 minutes until resolution.

Severity 2 (High): Significant degradation of service affecting multiple users or core functionality. Response time: within 4 hours during business hours. Target resolution: within 24 hours. Status updates will be provided every 2 hours.

Severity 3 (Medium): Minor issues affecting non-critical functionality or a limited number of users. Response time: within 1 business day. Target resolution: within 5 business days.

Business hours are Monday to Friday, 09:00 to 18:00 EST, excluding Canadian statutory holidays. Critical (Severity 1) incidents are monitored and responded to 24/7.

Response time is measured from the moment SA Media becomes aware of the incident through its monitoring systems or through client notification, whichever occurs first.

SA Media maintains transparent communication during service disruptions and provides the following:

Incident Notifications: Clients will be notified promptly via email when a Severity 1 or Severity 2 incident is identified that affects their services.

Status Updates: Regular status updates will be provided during active incidents as outlined in Section 4.

Post-Incident Reports: For Severity 1 incidents, SA Media will provide a written post-incident report within 5 business days of resolution. The report will include a description of the incident, root cause analysis, impact assessment, resolution steps taken, and preventive measures implemented.

Monthly Reporting: Upon request, SA Media will provide monthly uptime and performance reports for Client Portal and hosted application services.

SA Media implements and maintains the following security measures across all production services:

Encryption: All data in transit is protected using TLS 1.2 or higher. Data at rest is encrypted using AES-256 or equivalent encryption standards where technically supported by the hosting platform.

Access Controls: Production systems are protected by role-based access controls, multi-factor authentication for administrative access, and the principle of least privilege.

Infrastructure: Production services are hosted on enterprise-grade cloud infrastructure (Vercel, Supabase) with built-in redundancy, automatic scaling, and geographic distribution.

Vulnerability Management: SA Media performs regular dependency audits, applies security patches within 72 hours for critical vulnerabilities, and within 30 days for non-critical vulnerabilities.

Security Headers: All web properties implement industry-standard security headers including Content Security Policy, HTTP Strict Transport Security, X-Frame-Options, X-Content-Type-Options, and Referrer-Policy.

Data Breach Response: In the event of a confirmed data breach, SA Media will notify affected clients within 72 hours and the relevant supervisory authority as required by applicable law. SA Media will cooperate fully with any investigation and implement remediation measures.

SA Media maintains the following backup and disaster recovery procedures:

Database Backups: Client Portal and application databases are backed up daily with point-in-time recovery capability. Backups are retained for a minimum of 30 days.

Code and Configuration: All source code and infrastructure configuration is version-controlled. Production deployments can be rolled back to any previous stable version within minutes.

Recovery Time Objective (RTO): SA Media targets a recovery time of 4 hours or less for Severity 1 incidents affecting hosted applications.

Recovery Point Objective (RPO): SA Media targets a maximum data loss window of 24 hours for database-backed services.

If SA Media fails to meet the uptime commitments defined in Section 2, the following service credits may be applied to the client next invoice upon written request:

Uptime between 99.0% and 99.9%: 5% credit of the monthly fee for the affected service.

Uptime between 95.0% and 99.0%: 10% credit of the monthly fee for the affected service.

Uptime below 95.0%: 25% credit of the monthly fee for the affected service.

Service credits are the sole and exclusive remedy for failure to meet the SLA commitments. Credits are capped at 25% of the monthly fee for the affected service and do not accumulate across months. Credits must be requested within 30 days of the end of the calendar month in which the SLA was not met.

Service credits do not apply to: (a) downtime caused by factors outside SA Media reasonable control, including force majeure events, internet backbone failures, DNS propagation delays, or third-party platform outages; (b) scheduled maintenance; (c) issues caused by client actions, configurations, or code; (d) services provided free of charge or during trial periods.

To enable SA Media to meet its SLA commitments, clients agree to:

Provide timely and accurate information when reporting incidents, including steps to reproduce the issue, affected URLs, and browser/device information.

Designate a primary technical contact who is authorised to report incidents and receive status communications.

Maintain the security of their own account credentials and notify SA Media immediately of any suspected unauthorised access.

Comply with acceptable use policies and not engage in activities that could degrade service performance for other users.

This SLA does not apply to:

Services or features designated as beta, preview, or experimental.

Third-party services integrated with SA Media deliverables (including but not limited to payment processors, analytics platforms, social media APIs, and email delivery services).

Performance issues resulting from client-side code, customisations, or third-party plugins not developed or approved by SA Media.

Connectivity issues between the end user and SA Media infrastructure, including ISP failures and local network problems.

SA Media reserves the right to modify this SLA at any time. Material changes will be communicated to active clients with at least 30 days advance notice. Continued use of SA Media services following any modification constitutes acceptance of the updated SLA.

The current version of this SLA is always available at samedia.io/sla.

For SLA-related enquiries, incident reports, or service credit requests, please contact:

Email: info@samedia.io

Website: samedia.io/contact-us

For Severity 1 (Critical) incidents outside business hours, email info@samedia.io with the subject line "CRITICAL: [brief description]" to trigger priority routing.