This Service Level Agreement ("SLA") describes service targets, support commitments, operational practices, and responsibilities applicable to services provided by Loopcore Enterprises.
2.1 "Services" means internet access, network services, managed IT services, cybersecurity services, software development, hosting, cloud services, consulting, support services, and related offerings provided by Loopcore Enterprises.
2.2 "Business Hours" means the support hours published by Loopcore Enterprises from time to time.
2A.1 Not all provisions of this SLA apply equally to every service offered by Loopcore Enterprises.
2A.2 Certain services may be governed by additional service descriptions, support plans, maintenance arrangements, project agreements, or other service-specific terms.
2A.3 Service-specific commitments may supplement this SLA where applicable.
3.1 Loopcore Enterprises targets up to 99% monthly service availability for qualifying business services unless otherwise agreed in writing.
3.2 Availability measurements exclude:
3.3 Availability targets are goals and do not constitute guarantees unless expressly stated in a written agreement.
3.4 Residential internet services are provided on a commercially reasonable best-effort basis unless otherwise agreed in writing.
4.1 Loopcore Enterprises may perform scheduled maintenance, upgrades, patches, migrations, security updates, or infrastructure improvements.
4.2 Reasonable efforts will be made to provide advance notice where practicable.
4.3 Scheduled maintenance periods are excluded from availability calculations.
5.1 Support requests may be submitted through approved communication channels.
5.2 Response times depend upon incident severity, complexity, service type, and available resources.
5A.1 Loopcore Enterprises shall use commercially reasonable efforts to provide services in a professional manner consistent with applicable industry practices.
5A.2 Loopcore Enterprises shall make reasonable efforts to communicate significant service interruptions, maintenance activities, or known issues where practicable.
| Priority | Description | Target Response |
|---|---|---|
| Critical | Total service outage or severe security incident. | 4 hours |
| High | Major functionality impairment. | 8 hours |
| Medium | Partial degradation. | 1 business day |
| Low | General requests or minor issues. | 3 business days |
7.1 Customers shall maintain suitable equipment, software, power, internet connectivity, credentials, and security controls necessary for service use.
7.2 Customers shall promptly provide information reasonably required for troubleshooting and support.
7.3 Delays caused by customer actions, omissions, or third-party systems are excluded from SLA measurements.
8.1 Loopcore Enterprises employs reasonable security practices and industry-standard controls appropriate to the services provided.
8.2 No security measure can guarantee absolute protection against unauthorized access, malware, cyberattacks, data loss, or security breaches.
8.3 Customers remain responsible for their own security policies, access controls, backups, and user management unless otherwise agreed in writing.
9.1 Software may contain defects, limitations, compatibility issues, or unforeseen conditions despite reasonable testing.
9.2 Loopcore Enterprises shall use commercially reasonable efforts to correct verified defects reported during applicable support periods.
9.3 Feature requests, enhancements, new functionality, or third-party compatibility changes are not covered unless separately agreed.
9A.1 Device software services may include firmware installation, operating system modification, software recovery, troubleshooting, unlocking, rooting, upgrades, downgrades, and related technical services.
9A.2 While reasonable care is exercised, Loopcore Enterprises does not guarantee successful repair, recovery, unlocking, rooting, upgrade, downgrade, or restoration of every device.
9A.3 Customers are responsible for maintaining backups of data before services are performed.
9A.4 Certain technical procedures may result in loss of applications, settings, files, accounts, or user data.
9A.5 Loopcore Enterprises shall not be liable for loss of customer data except where liability cannot legally be excluded.
9A.4 Certain technical procedures may result in loss of applications, settings, files, accounts, or user data.
9A.5 Loopcore Enterprises shall not be liable for loss of customer data except where liability cannot legally be excluded.
9A.6 Where a service cannot reasonably be completed, Loopcore Enterprises may recommend alternative solutions or return the device without performing further modifications.
9B.1 Certain services involve assisting customers in accessing government, educational, financial, or other third-party platforms.
9B.2 Loopcore Enterprises does not control the operation, availability, processing times, approval decisions, requirements, or policies of such platforms.
9B.3 Loopcore Enterprises is not responsible for delays, rejections, account restrictions, outages, policy changes, or decisions made by third-party organizations.
9B.4 Loopcore Enterprises shall make reasonable efforts to accurately submit information provided by customers but remains dependent upon the accuracy and completeness of information supplied by the customer.
9C.1 Installation and field service timelines may vary depending on site conditions, weather, equipment availability, access permissions, power availability, and safety requirements.
9C.2 Estimated installation dates are targets only and are not guarantees unless agreed in writing.
9D.1 Consultation services provide general technical guidance based on information reasonably available at the time.
9D.2 Customers remain responsible for their own operational, technical, legal, financial, academic, and business decisions.
10.1 Unless expressly stated in a written agreement, service interruptions do not automatically entitle customers to refunds, credits, or compensation.
10.2 Any approved service credit shall constitute the customer's sole remedy for SLA-related claims.
11.1 To the maximum extent permitted by applicable law, Loopcore Enterprises shall not be liable for indirect, incidental, consequential, special, punitive, or exemplary damages.
11.2 This includes loss of profits, revenue, business opportunities, goodwill, data, contracts, or anticipated savings.
11.3 Nothing in this SLA excludes liability that cannot legally be excluded under applicable law.
11.4 To the maximum extent permitted by law, the aggregate liability of Loopcore Enterprises for claims arising from a specific service shall not exceed the fees paid for that service during the preceding six (6) months, except where applicable law requires otherwise.
Service obligations may be suspended or affected by events beyond reasonable control as described in the Force Majeure Policy.
Loopcore Enterprises may update this SLA from time to time to reflect operational, technical, legal, regulatory, security, or business changes.
Continued use of services following publication of an updated SLA may constitute acceptance of the revised version.