Service Level Agreement

Service Level Agreement (SLA) Effective Date: April 25, 2025

This Service Level Agreement ("SLA") outlines the service standards and expectations between 1ness Strategies LLC ("1nessAgency") and its clients ("Client") regarding the delivery, support, and performance of services.

1. Scope of Services 1nessAgency provides strategic marketing, digital presence, and compliance-aligned communication services for healthcare and wellness practices. Services are detailed in specific Statements of Work (SOW).

2. Service Commitments

  • Uptime Guarantee: We commit to 99.9% uptime monthly for hosted digital platforms, excluding scheduled maintenance.

  • Maintenance Windows: Scheduled downtime will be communicated at least 48 hours in advance.

3. Support and Response Times Support is available Monday through Friday, 9:00 AM to 6:00 PM EST.

  • Critical (Site down, breach, PHI exposure): Response within 1 hour; resolution within 4 hours

  • High (client-facing disruptions): Response within 2 hours; resolution within 8 hours

  • Medium (backend bugs, visual issues): Response within 1 business day; resolution within 3 business days

  • Low (non-urgent changes, Q&A): Response within 2 business days; resolution within 5 business days

4. Service Delivery Timelines

  • Standard website updates: 2–5 business days

  • New campaign launches: 5–10 business days after approval

  • Emergency security updates: Within 24 hours of notification

5. Performance Metrics and Reporting Clients may request monthly performance and security reports, including:

  • Uptime history

  • Site speed diagnostics

  • Conversion tracking (where applicable)

  • HIPAA compliance audit trail (if under BAA)

6. Client Responsibilities To receive uninterrupted service, clients must:

  • Provide timely feedback and approvals

  • Deliver requested credentials or content

  • Maintain current billing status

7. Data and PHI Handling PHI will only be handled where a signed Business Associate Agreement (BAA) is in place. 1nessAgency ensures subcontractor compliance and adheres to HIPAA Security Rule standards.

8. Termination and Refunds Termination of services requires 30 days' written notice. Refunds are not issued for periods in which services have been rendered unless otherwise agreed in the service contract.

9. Modifications This SLA may be amended from time to time. Clients will be notified via email or the client portal of any changes.

10. Revisions and Amendments This SLA is reviewed annually or when major service changes occur. Revisions are communicated via email and the 1nessAgency Site.

11. Legal and Jurisdiction This SLA is governed by the laws of the State of New York, with disputes subject to exclusive jurisdiction in the courts of New York County, NY.

Notice to EU and Non-U.S. Visitors

We do not actively market to or contract with clients located in the EU, EEA, or jurisdictions with extraterritorial privacy regimes unless a separate Data Processing Agreement (DPA) is executed.