1. Agreement Overview

This Service Level Agreement outlines the IT support services, guarantees, and billing terms provided by ExoNon LLC ("Provider") to the client ("Client"). Our goal is to provide exceptional, flexible support that keeps your systems running smoothly while maintaining clear, sustainable business boundaries.

Core Service Definitions

ExoNon LLC specializes in the following core IT disciplines:

Endpoint Lifecycle: Strategic management of Windows integrity, peripherals, and software stability for consistent daily uptime.
System Re-Imaging: Total performance restoration via proprietary deployment, firmware auditing, and post-install verification.
Managed Security: Priority access to our ticketing ecosystem with guaranteed response times and proactive system health defenses.

2. Support Plans & Pricing

We offer both Per-Device and Monthly Managed plans to fit your specific needs. Plans are categorized by Commercial (Business) and Residential (Personal) environments.

A. Per-Device Plans (On-Demand)

These plans cover one-off support requests for individual devices.

Commercial Plans

Plan Tier	Features Included	Base Price	Max Included Hours	Overage Rate (Per Hour)
Standard	Windows/Firmware updates, backup visible files, login setup, printers, app support, network troubleshooting.	$125.00	2 Hours	$62.00
Advanced	Includes Standard Support + Full Windows OS re-imaging, Post-installation verification.	$250.00	4 Hours	$62.00
Virus Removal	System scan, malware removal, clear temp files, reset browsers, verification. (Optional OS Reinstall: +$125)	$125.00	2 Hours	$62.00

Residential Plans

Plan Tier	Features Included	Base Price	Max Included Hours	Overage Rate (Per Hour)
Standard	Windows/Firmware updates, backup visible files, login setup, printers, app support, network troubleshooting.	$50.00	2 Hours	$25.00
Advanced	Includes Standard Support + Full Windows OS re-imaging, Post-installation verification.	$100.00	4 Hours	$25.00
Virus Removal	System scan, malware removal, clear temp files, reset browsers, verification. (Optional OS Reinstall: +$125)	$50.00	2 Hours	$25.00

B. Monthly Managed Plans (Subscription)

These plans provide priority support and ticketing access, covering your first 2 devices by default.

Commercial Plans

Monthly Subscription	Features Included	Base Price (2 Devices)	Addt’l Device	Max Included Hours	Overage Rate (Per Hour)
Managed Security	Ticketing access, priority handling, includes Standard & Advanced Support.	$125.00/mo	+$60.00	4 Hours	$63.00
Managed Virus	Ticketing access, priority handling, includes standard Virus Removal.	$125.00/mo	+60.00	2 Hours	$63.00

Residential Plans

Monthly Subscription	Features Included	Base Price (2 Devices)	Addt’l Device	Max Included Hours	Overage Rate (Per Hour)
Managed Security	Ticketing access, priority handling, includes Standard & Advanced Support.	$50.00/mo	+$24.00	4 Hours	$25.00
Managed Virus	Ticketing access, priority handling, includes standard Virus Removal.	$50.00/mo	+24.00	2 Hours	$25.00

3. Service Level Targets & Response Times

ExoNon LLC prioritizes support requests to ensure maximum uptime for our dedicated partners. Tickets are triaged based on the Client's active plan and the severity of the issue.

Monthly Managed Plan subscribers receive priority queueing over Per-Device (on-demand) requests.

Priority Level Definitions

Critical: Complete work stoppage. A system or network is completely down, preventing the client from conducting basic business or daily tasks.
High: Severe performance degradation. Core systems are functioning, but significant features are broken or running too slowly for normal operation.
Standard: Routine requests. Single-user issues, new device setup, printer connections, or general questions that do not halt immediate productivity.

Target Response Times

Response times dictate when an ExoNon LLC technician will acknowledge the ticket and begin initial triage, not necessarily the time to full resolution.

Priority Level	Monthly Managed Plans (VIP Queue)	Per-Device Plans (Standard Queue)
Critical	Within 2 Business Hours	Within 8 Business Hours
High	Within 4 Business Hours	Within 24 Business Hours
Standard	Within 8 Business Hours	Within 48 Business Hours

Our Commitment to Flexibility: We recognize that sometimes a "Standard" issue feels critical to the person experiencing it. While the matrix above represents our formal guarantee to ensure fair resource allocation, ExoNon LLC always strives to exceed these targets and resolve your issues as swiftly as possible.

Operational Hours & SLA Timers

To ensure minimal disruption to your daily operations, ExoNon LLC operates on a dedicated evening and weekend schedule. Our Operational Hours are defined as:

Monday - Friday: 4:00 PM to 9:00 PM (CST)
Saturday - Sunday: 9:00 AM to 5:00 PM (CST)

How SLA Timers Work:

The target response times listed in the priority matrix apply strictly during Operational Hours.

If a ticket is submitted during Operational Hours, the response timer begins immediately.
If a ticket is submitted outside of Operational Hours (e.g., Tuesday at 11:00 AM), it is immediately secured in our ticketing system, and the response timer will begin promptly at the start of the next shift (Tuesday at 4:00 PM).

The ExoNon Advantage: We handle your IT maintenance, system re-imaging, and troubleshooting after standard daytime business hours. This means your devices are being repaired, updated, and secured without interrupting your daytime productivity.

4. Billing, Hours, & Payment Terms

To foster long-lasting partnerships and maintain a high standard of service, our billing terms are designed to be transparent:

Included Hours: Each plan includes a "Max Included Hours" limit. This protects both the Client from unexpected massive bills and ExoNon LLC from limitless scope creep.
Overage Application: If a support ticket exceeds the maximum included hours for the selected plan, ExoNon LLC will continue to resolve the issue and bill the excess time at the predefined "Overage Rate" listed in Section 2.
Approval: For issues that are projected to severely exceed the standard hours, ExoNon LLC will attempt to notify the Client to discuss expectations before proceeding.
Invoicing: Monthly Managed Plans are billed on the 1st of every month. Overages and Per-Device services are invoiced upon completion of the ticket, with Net-15 payment terms.

To maintain a high standard of service and ensure transparent billing, ExoNon LLC operates under the following payment structure:

A. Per-Device Services (On-Demand)

Invoicing: Invoices for Per-Device services are generated and sent to the Client strictly after the requested service has been completed.
Overages: The final invoice will reflect the base price of the selected plan, plus any applicable overage hours billed at the predefined rate (detailed in Section 2). Overages are billed in 15-minute increments.
Payment Terms: All Per-Device invoices are due Net-15 (within 15 days of the invoice date).

B. Monthly Managed Plans

Subscription Invoicing: The base subscription fee for Monthly Managed Plans is billed in advance on the 1st of every calendar month.
Monthly Overages: If a Client exceeds their included hours during a billing cycle, the applicable overage hours are billed at the predefined rate (detailed in Section 2). Overages are billed in 15-minute increments.
Payment Terms: Monthly invoices are due upon receipt.

C. Late Payments & Account Suspension

ExoNon LLC values long-term partnerships, but consistent cash flow is necessary to provide top-tier support.

Invoices unpaid past their due date may accrue a late fee of 5% per month on the outstanding balance.
For Monthly Managed subscribers, if an account becomes 30 days past due, portal access and priority SLA guarantees will be temporarily suspended until the balance is paid in full.

5. Client Responsibilities

Access: Client must provide necessary physical or remote access to the devices requiring service.
Communication: Client agrees to respond promptly to ExoNon LLC technicians regarding active tickets.
Environment: Ensure devices are kept in a safe, standard operating environment to prevent recurring hardware failure.

Important Communication Notice: To ensure a structured workflow, direct phone calls, text messages to technician personal numbers, or social media direct messages are not monitored for official IT support and will not trigger service response times.

A. Monthly Managed Subscribers (Priority Queue)

Clients on a monthly subscription receive exclusive access to our priority ticketing system. All support requests must be submitted through this system to trigger the guaranteed SLA response timers.

Ticket Portal: Log in to https://support.exonon.net to submit new tickets, attach screenshots, and track real-time progress.
Benefits: Direct integration with our priority triage queue, ensuring your critical issues are seen and assigned immediately during Operational Hours.

B. Per-Device & On-Demand Clients (Standard Queue)

Clients utilizing our one-off, Per-Device services can request support via standard email.

Email Support: Send support request to [email protected].
Processing: Email requests are reviewed manually during Operational Hours. While we strive to respond as quickly as possible, these requests are handled on a first-come, first-served basis after all active Priority tickets have been addressed.

6. Exclusions

This SLA does not cover hardware replacement costs, third-party software licensing fees, or data recovery from physically destroyed hard drives unless explicitly agreed upon in a separate written addendum.