Service Level Agreement (SLA)
Networking.One platform
Effective Date: 13 October 2025
This Service Level Agreement governs the service standards and support commitments for networking.one platform users.
1. Agreement overview
- Service Provider: Advanced Engineering 3D Printers LLC
- Platform: https://networking.one
- Contact: support@networking.one
This SLA defines our service commitments, support standards, and performance targets for all networking.one users.
2. Service plans and features
2.1 Starter plan
- Users: Up to 3 team members
- Contacts: Up to 300 contacts
- Storage: 30 GB
- Virtual Machine: Shared infrastructure
- Custom Domain: Not included
- Setup Support: Self-service onboarding
- Support Channels: Email
- Response Time: 24 hours (business days)
- Advanced Materials: Not included
- Webinar Access: Paid access only
2.2 Creative plan
- Users: Up to 10 team members
- Contacts: Up to 1,000 contacts
- Storage: 100 GB
- Virtual Machine: Dedicated instance
- Custom Domain: Available for additional fee
- Setup Support: 1 hour basic setup
- Support Channels: Email, live chat
- Response Time: 16 hours (business days)
- Advanced Materials: Included
- Webinar Access: 50% discount
2.3 Business plan
- Users: Up to 25 team members
- Contacts: Up to 2,500 contacts
- Storage: 250 GB
- Virtual Machine: Dedicated instance
- Custom Domain: Included
- Setup Support: 2 hours basic setup
- Support Channels: Email, live chat, messaging
- Response Time: 8 hours (business days)
- Advanced Materials: Included
- Webinar Access: 1 free, then 50% discount
2.4 Premium plan
- Users: Up to 50 team members
- Contacts: Up to 5,000 contacts
- Storage: 500 GB
- Virtual Machine: Dedicated instance
- Custom Domain: Included
- Setup Support: 2 hours basic setup
- Support Channels: Email, live chat, messaging, account manager
- Response Time: 4 hours (business days)
- Advanced Materials: Included
- Webinar Access: 3 free, then 50% discount
2.5 Enterprise plan
- Users: Unlimited
- Contacts: Unlimited
- Storage: Custom allocation
- Virtual Machine: Dedicated infrastructure
- Custom Domain: Included
- Setup Support: Custom arrangement
- Support Channels: All channels plus dedicated support
- Response Time: 2 hours (business days)
- Advanced Materials: Included
- Webinar Access: Custom arrangement
3. Platform availability
3.1 Uptime commitment
- Target Uptime: 99.5% per month
- Planned Maintenance: Scheduled during low-usage periods
- Maintenance Notice: 48 hours advance notice
- Emergency Maintenance: Immediate notice when possible
3.2 Performance standards
- Page Load Time: Under 3 seconds for standard pages
- API Response Time: Under 500ms for typical requests
- File Upload Speed: Optimised for efficient transfers
- Search Response: Under 2 seconds for typical queries
3.3 Monitoring and reporting
- 24/7 System Monitoring: Automated alerts and responses
- Monthly Reports: Uptime and performance statistics
- Incident Tracking: Detailed logs of any service disruptions
- Status Page: Real-time service status at status.networking.one
4. Support services
4.1 Support channels by plan
| Plan | Live Chat | Messaging | Phone | Account Manager | |
|---|---|---|---|---|---|
| Starter | ✓ | – | – | – | – |
| Creative | ✓ | ✓ | – | – | – |
| Business | ✓ | ✓ | ✓ | – | – |
| Premium | ✓ | ✓ | ✓ | ✓ | ✓ |
| Enterprise | ✓ | ✓ | ✓ | ✓ | ✓ |
4.2 Response time commitments
| Priority Level | Starter | Creative | Business | Premium | Enterprise |
|---|---|---|---|---|---|
| Critical | 24 hrs | 16 hrs | 8 hrs | 4 hrs | 2 hrs |
| High | 48 hrs | 24 hrs | 12 hrs | 8 hrs | 4 hrs |
| Medium | 72 hrs | 48 hrs | 24 hrs | 12 hrs | 8 hrs |
| Low | 5 days | 3 days | 48 hrs | 24 hrs | 12 hrs |
4.3 Issue priority definitions
- Critical: Service completely unavailable or major security issue
- High: Core functionality significantly impaired
- Medium: Minor functionality issues or feature questions
- Low: General questions, feature requests, enhancement suggestions
5. Setup and onboarding support
5.1 Basic setup support (creative, business, premium)
- Account configuration and initial setup
- User access management guidance
- Basic feature orientation
- Initial data import assistance
- Connection to integrations
5.2 Enterprise setup support
- Dedicated implementation specialist
- Custom configuration and setup
- Advanced integration assistance
- Team training sessions
- Migration support from existing systems
5.3 Additional setup services
Available for all plans at additional cost:
- Extended Setup: Additional hours beyond plan allocation
- Data Migration: Professional data import services
- Custom Training: Tailored training for your team
- Integration Support: Advanced third-party integrations
6. Data and security commitments
6.1 Data protection
- Encryption: All data encrypted in transit and at rest
- Backups: Daily automated backups with geographic redundancy
- Retention: Data retained according to Privacy Policy
- Access Controls: Role-based access with audit trails
6.2 Security standards
- ISO 27001: Information security management compliance
- SOC 2 Type II: Regular security and availability audits
- GDPR Compliance: Full data protection regulation compliance
- Penetration Testing: Regular third-party security assessments
6.3 Business continuity
- Disaster Recovery: Comprehensive recovery procedures
- Geographic Redundancy: Multi-region data replication
- Failover Systems: Automatic failover for critical services
- Recovery Objectives: RTO: 4 hours, RPO: 1 hour
7. Service credits and remedies
7.1 Uptime service credits
If monthly uptime falls below 99.5%:
- 99.0% - 99.49%: 5% monthly fee credit
- 98.0% - 98.99%: 10% monthly fee credit
- 95.0% - 97.99%: 25% monthly fee credit
- Below 95.0%: 50% monthly fee credit
7.2 Response time credits
- 1st occurrence: Warning and process review
- 2nd occurrence: 5% monthly fee credit
- 3rd occurrence: 10% monthly fee credit
- Persistent issues: Plan upgrade or fee reduction
7.3 Credit claims process
- Submit credit requests within 30 days of incident
- Provide specific details of service impact
- Credits applied to next month's billing
- Maximum total credits: 100% of monthly fee
8. Limitations and exclusions
8.1 SLA exclusions
This SLA does not cover:
- Issues caused by user error or misuse
- Third-party service interruptions
- Internet connectivity problems
- Scheduled maintenance periods
- Force majeure events
- Services in beta or experimental status
8.2 Fair use policy
- API Calls: Reasonable limits based on plan
- Storage Usage: Within allocated plan limits
- Bandwidth: Typical business usage expected
- Support Requests: Reasonable frequency and scope
9. Service monitoring and reporting
9.1 Performance metrics
We may monitor:
- Platform uptime and availability
- Response times for page loads and API calls
- Support response and resolution times
- Security incidents and responses
- User satisfaction scores
9.2 Reporting schedule
- Real-time: Status page updates
- Weekly: Internal performance reviews
- Monthly: Customer performance reports
- Quarterly: Comprehensive service reviews
10. SLA updates and changes
10.1 Amendment process
- SLA updates communicated 60 days in advance
- Material changes require customer acknowledgment
- Minor clarifications may be made with notice
- Current version always available at networking.one/sla
10.2 Customer feedback
- Direct communication with your account manager
- Support ticket submissions
- Quarterly business reviews
- Annual customer satisfaction surveys
11. Contact information
11.1 Support contacts
- General support, account management and technical issues: support@networking.one
- Emergency hotline available for Premium/Enterprise plans.
11.2 Business contacts
- Sales Enquiries: welcome@networking.one
- Legal Matters: legal@networking.one
- Privacy Questions: privacy@networking.one
12. Additional resources
12.1 Self-service resources
- Help Documentation: Available in platform
- Video Tutorials: Available in platform
12.2 Training and events
- Webinar Series: Regular feature and best practice sessions
- User Conference: Annual networking.one user online or live event
- Custom Training: Available for Business+ plans
- Certification Program: Professional networking certification
This SLA demonstrates our commitment to providing reliable, high-quality service. For questions about our service commitments, contact support@networking.one.
