SERVICE LEVEL AGREEMENT (SLA)

This Service Level Agreement ("SLA") forms part of the Master Services Agreement between Remote MIT, LLC ("Provider") and the Client.

1. SERVICE HOURS

  • Standard Support Hours: Mon–Fri, 8:00 AM – 6:00 PM (EST), excluding U.S. federal holidays

  • After-hours support may be available by prior arrangement or for critical incidents

2. INCIDENT PRIORITY LEVELS

Priority 1 – Critical

  • Complete outage of a core business system

  • Widespread user inability to work

Target Response: 1 business hour or less
Target Resolution: Best effort, continuous work until stabilized

Priority 2 – High

  • Significant degradation affecting multiple users

  • No reasonable workaround available

Target Response: 1-4 business hours
Target Resolution: Next business day, best effort

Priority 3 – Normal

  • Individual user issues

  • Non-critical system impairment

Target Response: 1 business day
Target Resolution: 2–3 business days

Priority 4 – Low / Informational

  • Requests, changes, consultations

Target Response: 1-2 business days
Target Resolution: Scheduled as agreed

3. EXCLUSIONS

The following are not included unless expressly stated in a Service Order:

  • Major infrastructure redesigns

  • Software development or customization

  • Compliance certifications

  • On-site services or board meetings.

4. NO GUARANTEE

Response and resolution times are targets, not guarantees. Remote MIT does not guarantee uninterrupted service, zero downtime, or incident prevention.

DATA HANDLING & RESPONSIBILITY ADDENDUM

1. DATA OWNERSHIP

Client retains full ownership and control of all business data. Remote MIT acts solely as a technical service provider.

2. WEBSITE DATA VS CLIENT SYSTEM DATA

  • Website data (contact forms, inquiries, analytics) is governed by the Privacy Policy.

  • Client system data accessed during IT support remains under Client control at all times.

3. ACCESS AND HANDLING

Remote MIT may access Client systems only as necessary to perform agreed IT services. Access is:

  • Purpose-limited

  • Logged where feasible

  • Revoked upon service termination

4. SECURITY PRACTICES

Remote MIT applies commercially reasonable IT administrative and technical safeguards. These measures support operational reliability but do not constitute a guarantee of security or compliance.

5. INCIDENTS

Remote MIT will notify Client of material IT incidents affecting Provider-managed systems within a reasonable timeframe.

PROPOSAL & SALES BOILERPLATE LANGUAGE

ABOUT REMOTE MIT

Remote MIT is your remote IT department. (From 1 – 1000 seats)

We provide remote managed IT services, IT consultation, Fractional CTO for small and mid-sized organizations, including Small Office / Home Office (SOHO) and Solopreneurs that want predictable costs, reliable systems, and clear technical leadership—without maintaining internal IT staff.

WHAT WE DO

  • Remote help desk and user support

Remote MIT provides day-to-day technical support for your users without requiring an on-site technician. Support is delivered remotely through secure tools, phone, SMS, and email.

Help users with login issues, software errors, technical questions, and system access.

Troubleshoot workstation and application problems.

Assist with email, printers, connectivity, and peripherals.

Guide users through common technical tasks and changes.

Escalate complex issues to vendors when needed.

Consultation is available from recommendations to board strategy involment.

  • System monitoring and maintenance

Remote MIT offers monitor systems to identify performance issues, failures, or abnormal behavior and performs routine maintenance to keep systems running reliably.

Monitor system health and availability

Identify potential issues before they become disruptions

Perform routine updates, patches, and maintenance tasks

Review system alerts and logs at a high level

Recommend improvements when patterns or risks are identified

We do not Guarantee uptime or zero failures

Aiming to respond in real-time to every alert, but flexibility is expected

  • Backup oversight and recovery assistance

Backup Notifications & Escalation Responsibility – Multiple backup systems are available.

Backup systems that generate automated alerts and notifications are commonly delivered directly to Client-designated contacts. Client shares responsibility for monitoring these notifications and promptly notifying Remote MIT of any alerts, failures, or concerns requiring assistance. Remote MIT provides backup oversight and recovery assistance upon notification. Remote MIT is not responsible for unreported alerts or failures for backup errors. Online backup system may be configured for real-time backup and/or time specific.

  • Vendor and service provider coordination

Remote MIT acts as your technical liaison with third-party vendors so you don’t have to manage multiple support teams or explain your environment repeatedly.

Coordinate with internet, telecom, cloud, and software providers.

Assist during vendor support calls or ticket escalations.

Translate technical language into business terms.

Help compare vendor options and recommend solutions.

Track issues until reasonable resolution is reached.

Remote MIT does not resell ancillary services that fall outside the core of our managed IT services offerings. Services such as domain registration and hosting, Microsoft 365 licensing, antivirus solutions, and backup platforms are contracted and paid for directly by the customer. Remote MIT does not mark up these services and, when requested, provides management, configuration, security oversight, and ongoing support for them as part of its managed services. This approach ensures full cost transparency, avoids vendor lock-in, and allows customers to retain ownership and control of their technology stack while benefiting from professional management.

  • Fractional CIO / CTO advisory services

Remote MIT may provide part-time executive-level IT leadership without the cost of a full-time CIO or CTO.

Advise on IT strategy aligned with your business goals.

Help plan budgets, roadmaps, and technology decisions.

Evaluate risks, trade-offs, and system architecture.

Support leadership during growth, change, or transition.

Act as a trusted technical advisor to ownership or the board of directors.

HOW WE WORK

  • Flat, predictable monthly pricing

  • Remote service delivery

  • Clear boundaries and documented responsibilities

  • Focus on reliability, continuity, and scalability

IMPORTANT EXPECTATIONS

No IT provider can eliminate all risk, downtime, or interruptions. Remote MIT focuses on prevention, fast response, and operational clarity—not fear-based promises.

LEGAL FRAMEWORK

All services are governed by:

  • Terms of Service

  • Master Services Agreement (MSA)

  • Service Level Agreement (SLA)

  • Privacy Policy

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