SLA

Service Level Agreement (SLA)
For GFSYS, GF-POS, and WOLOP Software-as-a-Service (SaaS)
Effective Date: July 31, 2025
Version: 2.0

1. Purpose and Scope
This Service Level Agreement (“SLA”) outlines the service performance standards, responsibilities, and terms applicable to the provision of GFSYS, GF-POS, and WOLOP software platforms by Global Finances LLC (“Global Finances”) to the Customer, as defined in the applicable Subscription Agreement or Master Agreement.

Contractual Precedence: In the event of any conflict or inconsistency between this SLA and a duly executed written agreement between the parties, the terms of the signed agreement shall prevail.

2. Definitions
- Availability: The percentage of total time during a given calendar month in which the Services are fully accessible, excluding periods of Scheduled Maintenance and Force Majeure.
- Downtime: Periods during which core features of the Services are not operational or accessible, excluding Scheduled Maintenance and applicable exclusions.
- Scheduled Maintenance: Pre-announced periods for system maintenance, upgrades, or patches.
- Force Majeure: Events beyond the reasonable control of either party, including but not limited to natural disasters, governmental actions, civil disturbances, war, labor disputes, and legal restrictions.

3. Service Availability
Global Finances commits to providing 99.9% monthly uptime for production environments, excluding Scheduled Maintenance and Force Majeure events.

Availability Calculation:
Availability (%) = [(Total Minutes – Downtime Minutes) / Total Minutes] × 100

4. Scheduled Maintenance
- Maintenance will be conducted during off-peak hours when possible.
- Customers will be notified at least 72 hours in advance.
- Critical security updates may be applied with less notice when necessary to ensure system integrity.

5. Support and Response Time
- Support Hours: Monday to Friday, 9:00 AM – 6:00 PM EST
- Support Contact: support@globalfinances.us

Incident Severity & Response Commitments:
P1 – Critical: Within 2 business hours
P2 – High: Within 6 business hours
P3 – Medium: Within 1 business day
P4 – Low: Within 2 business days

6. Service Credits
If actual availability falls below 99.9% in a given month, service credits may be requested:
- 99.0% – 99.89%: 5% of monthly fee
- 95.0% – 98.99%: 10% of monthly fee
- < 95.0%: 20% of monthly fee

Limits: Annual credits shall not exceed the equivalent of one monthly subscription fee.

7. Performance Monitoring
- Global Finances utilizes real-time automated monitoring tools to assess system uptime and performance.
- Monthly reports are available upon request for enterprise clients.

8. Customer Responsibilities
To ensure optimal performance, the Customer agrees to:
- Maintain appropriate internet connectivity and compatible hardware/software.
- Cooperate with Global Finances’ support team during investigations.
- Follow security and platform usage best practices.

9. SLA Exclusions
This SLA does not apply to service interruptions or performance issues resulting from:
- Customer’s internet connection or local hardware failures
- Third-party integrations or services not managed by Global Finances
- Scheduled Maintenance windows
- Force Majeure or events beyond Global Finances’ control

10. Global Trade and Export Compliance
Services are subject to applicable U.S. laws, including:
- Export Administration Regulations (EAR)
- Sanctions administered by the Office of Foreign Assets Control (OFAC)

Customer Obligations:
You agree not to use the Services in embargoed territories or in violation of export control laws. Breach may result in immediate suspension or termination of Services.

11. Termination Rights
This SLA remains in effect throughout the Subscription Term unless terminated:
- As outlined in the applicable Master or Subscription Agreement
- For repeated or material breaches of Global Finances’ service usage policies

12. Governing Law
This SLA is governed by and construed in accordance with the laws of the State of Maryland, USA, without regard to conflict-of-law rules.

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13. Contact Information
Global Finances LLC
2442 Wood Stream Ct., Ellicott City, MD 21042, USA
Email: support@globalfinances.us
Web: www.globalfinances.us

 

Support & Contact Information
For GFSYS, GF-POS, and WOLOP Services
Effective Date: July 31, 2025
Version: 2.0

1. Support Commitment
At Global Finances LLC, we are committed to providing responsive, high-quality support services across all our platforms. Our support system is designed to ensure continuity, performance, and user satisfaction for all customers based on their subscription plan and service tier.

Contractual Precedence: In the event of any inconsistency between this document and a separately executed agreement with Global Finances, the terms of the signed agreement shall prevail.

2. Support Availability
Standard Support Hours:
- Monday–Friday, 9:00 AM to 6:00 PM (EST)
- Excluding U.S. public holidays

24/7 Critical Support:
- Available to customers on Enterprise Plans with contracts explicitly including 24/7 coverage

3. Support Channels
Email Support:
- General Support: support@globalfinances.us
- Billing: billing@globalfinances.us
- Security: support@globalfinances.us
- Legal & Compliance: legal@globalfinances.us

Live Chat:
- Accessible through: www.globalfinances.us and the customer portal

Helpdesk Portal:
- Submit and track tickets: https://support.globalfinances.us

4. Support Prioritization
P1 – Critical: Platform unavailable or severely impacted
P2 – High: Major feature impaired, partial use possible
P3 – Medium: Standard support, non-critical issue
P4 – Low: Minor request or general inquiry

5. Response Time Targets
P1 – Critical: Within 2 hours + continuous updates
P2 – High: Within 6 business hours
P3 – Medium: Within 1 business day
P4 – Low: Within 2 business days

6. Escalation Path
If your issue is not addressed in a timely or satisfactory manner, it may be escalated as follows:
1. Tier 1: Support Agent
2. Tier 2: Support Manager
3. Tier 3: VP of Client Operations
4. Tier 4: Executive Review Team

7. Support Limitations
Support services do not include:
- On-site support unless separately contracted
- Custom software development or consulting
- Training beyond initial onboarding and standard documentation

8. Feedback & Continuous Improvement
We value client input. Enterprise clients may be invited to quarterly support reviews and satisfaction surveys to drive continuous improvement.

Feedback may be submitted via email or the support portal.

9. Mailing Address
Global Finances LLC
2442 Wood Stream Ct.
Ellicott City, MD 21042, USA
Email: customerservice@globalfinances.us
Web: www.globalfinances.us