1. Service Description

1.1 Services Provided

Rhino I.T. provides managed IT and communications services which may include, but are not limited to:

• Remote monitoring and management of covered systems
• VoIP platform administration and support
• Microsoft 365 administration and security configuration
• Endpoint security monitoring and response
• Network and device support
• Backup monitoring and recovery assistance

Specific services are defined in the applicable Service Schedule or Statement of Work (SOW).

1.2 Service Hours

Standard Support Hours:
Monday–Friday, 8:00 AM – 5:00 PM Central Time, excluding U.S. federal holidays.

Support requests received outside Business Hours will be addressed during the next Business Day unless covered under an approved after-hours support agreement as defined in the Master Service Agreement.

1.3 Exclusions

This SLA does not include:

• End-user training beyond reasonable guidance
• On-site support unless explicitly included
• Hardware replacement or repair
• Support for non-approved or end-of-life systems
• Issues caused by third-party providers, ISPs, power outages, or force majeure events

2. Performance and Service Standards

2.1 Availability

Rhino I.T. will use commercially reasonable efforts to maintain service availability.
No specific uptime percentage is guaranteed for services dependent on third-party providers, including but not limited to cloud platforms, carriers, and internet service providers.

2.2 Response Time Objectives (RTO – Response)

Priority	Description	Response Time
Critical	Complete service outage affecting multiple users	Within 2 business hours
High	Major functionality impaired	Within 4 business hours
Medium	Limited impact, workaround available	Within 1 business day
Low	Requests, changes, or non-urgent issues	Within 2 business days

2.3 Resolution Targets (Best-Effort)

Resolution times are targets, not guarantees, and depend on issue complexity and third-party involvement.

Priority	Target Resolution
Critical	Same or next business day
High	1–2 business days
Medium	3 business days
Low	As scheduled

3. Monitoring and Reporting

3.1 System Monitoring

Rhino I.T. will monitor covered systems using automated tools to detect availability, security, and performance issues.

3.2 Reporting

Summary reports may be provided periodically at Rhino I.T.’s discretion or upon request.

4. Client Responsibilities

4.1 Client Cooperation

Client agrees to:

• Provide timely access to systems
• Designate a primary technical contact
• Respond promptly to requests for information or approval

4.2 Data and Backup Responsibilities

Client remains responsible for:

• Verifying backup accuracy
• Testing data restoration when requested
• Compliance with data retention and regulatory requirements

5. After-Hours & Emergency Support

After-hours support is not included unless explicitly stated in writing.

Emergency after-hours support may be provided at Rhino I.T.’s discretion and billed at the then-current emergency support rate, with a minimum charge.

6. Confidentiality and Data Protection

Rhino I.T. will maintain reasonable administrative and technical safeguards to protect Client data but does not guarantee absolute security.

7. Service Modifications and Cancellation

7.1 Service Modifications

Changes to service scope must be documented in writing and may result in revised pricing.

7.2 Cancellation

Termination. Either party may terminate services only in accordance with the notice, termination, and early termination provisions of the Master Service Agreement and any applicable Service Order or Statement of Work.

8. Liability and Indemnification

8.1 Limitation of Liability

Rhino I.T.’s total liability shall not exceed the fees paid by Client in the preceding three (3) months.

9. Dispute Resolution

Dispute Resolution. Any disputes arising under or related to this Service Level Agreement shall be governed by and resolved in accordance with the dispute resolution, venue, and governing law provisions of the Master Service Agreement.

10. Miscellaneous

10.1 Force Majeure

Neither party shall be liable for failure to perform due to events beyond reasonable control.

10.2 Entire Agreement

This SLA forms part of the Master Service Agreement and does not supersede it.