Service Level Agreement

1. Scope

This Service Level Agreement (SLA) outlines the general performance and support commitments applicable to Quantum Flow's managed services engagements. Specific service levels for a given engagement are defined in the applicable client contract or statement of work.

2. Service Availability

Quantum Flow targets high availability for managed infrastructure and platform services, with uptime commitments and maintenance windows defined per engagement.

3. Support Response Times

• Critical issues — acknowledged and responded to on a priority basis
• High-priority issues — addressed within agreed response windows
• Standard requests — handled within normal business support hours

4. Escalation Process

Clients may escalate unresolved issues through defined escalation paths agreed at the start of an engagement, ensuring timely visibility to senior technical and account teams.

5. Exclusions

Service level commitments do not typically cover outages caused by factors outside Quantum Flow's reasonable control, including third-party service failures, force majeure events, or client-caused issues.

6. Review

Service levels are reviewed periodically with clients as part of ongoing account governance to ensure continued alignment with business needs.