This Support & Hosting Agreement (“Agreement”) is entered into by and between Relentnet, LLC (“Relentnet”) and Client.
This Agreement applies only when Client purchases support services, hosting services, or both.
1. Relationship to Other Agreements
This Agreement supplements the Master Services Agreement (MSA). In the event of conflict:
- MSA
- This Agreement
- SOW
- Accepted quotes
- Accepted invoices
2. Business Hours
Business Hours are 9:00 a.m. – 5:00 p.m. Central Standard Time (CST), Monday–Friday, excluding U.S. federal holidays.
3. Hosting Models
Relentnet-Managed Hosting
SLA applies only to Relentnet-managed hosting.
Third-Party Hosting
Relentnet is not responsible for third-party outages, pricing changes, or vendor failures. No SLA applies.
4. Support Requests & Response SLA
Support requests must be submitted via designated channels.
| Priority | Description | Initial Response Time |
|---|---|---|
| P1 | Production down | ≤ 4 business hours |
| P2 | Major impairment | ≤ 1 business day |
| P3 | Minor issues | ≤ 2 business days |
Response time means acknowledgment and triage, not resolution.
Requests outside Business Hours are deemed received the next business day.
5. Uptime SLA (Relentnet-Managed Only)
| Plan | Monthly Uptime |
|---|---|
| Standard | 99.0% |
| Professional | 99.5% |
| High Availability | 99.9% |
Excludes maintenance, third-party failures, client actions, and force majeure events.
6. Service Credits (Exclusive Remedy)
If the SLA is not met, Client may request a service credit applied to the next billing cycle:
| Monthly Uptime | Credit |
|---|---|
| 98.0–98.99% | 5% |
| 95.0–97.99% | 10% |
| <95% | 25% |
Credits:
- Apply only to future hosting invoices
- Must be requested within 30 days
- Are capped at 25%
- Have no cash value
- Are the sole and exclusive remedy
7. No Warranty
This SLA is a service commitment, not a warranty or guarantee of uninterrupted service.
8. Suspension & Termination
Relentnet may suspend or terminate services for non-payment, security risk, abuse, or legal exposure.
Client is responsible for data migration upon termination.
9. Governing Law & Venue
This Agreement is governed by the laws of the State of Tennessee, venue in Davidson County, Tennessee.
10. Acceptance
This Agreement is accepted via portal selection or invoice payment.
Client acknowledges that it has had the opportunity to review this Agreement and seek independent legal counsel prior to acceptance.