Service Level Agreement.

1. Purpose and scope

This Service Level Agreement ("SLA") describes the service levels, response targets, continuity commitments, and remedies that apply to managed services delivered by TRACTIONCORE ("we," "us," or "our") to a client ("you" or "Client"). It supplements and forms part of the signed Master Services Agreement or service order governing the specific engagement. Where this SLA conflicts with a signed agreement, the signed agreement prevails.

This SLA applies to the managed service lines, including On-Demand Experts (TractionLift™), Dedicated Specialists (TractionFuse™), Built Departments (TractionTeams™), Precision Headhunting (TractionHire™), Leads Acquisition (TractionDeals™), and Growth Systems (TractionRev™), to the extent applicable to the service purchased.

2. Definitions

• Business Hours means 09:00 to 18:00 local Philippine time on business days, unless a different coverage window is agreed for the engagement.
• Coverage Window means the hours during which a specialist or team is scheduled to deliver the service, which may include 24/7, graveyard, or other shifts as agreed.
• Service Level means a measurable performance target set out in this SLA or the applicable service order.
• Incident means an unplanned interruption or degradation of the service that is attributable to TRACTIONCORE.
• Service Credit means a remedy applied in accordance with Section 9 where TRACTIONCORE fails to meet an agreed Service Level.

3. Service availability and coverage

TRACTIONCORE targets a service availability level of 99% within the agreed Coverage Window, measured monthly, excluding Excluded Events set out in Section 11. Availability is calculated per specialist or team based on scheduled hours versus hours actually delivered.

Where a 24/7, extended, or region-aligned Coverage Window is purchased, TRACTIONCORE provisions the roster needed to sustain it. Scheduled downtime for planned maintenance, where applicable, will be communicated in advance where reasonably practicable.

4. Support and response targets

Support is available within the Coverage Window and via the escalation contacts in Section 12. Target first-response and workaround times are set out below. These targets address responsiveness and containment; resolution time depends on the nature of the Incident.

5. Personnel continuity and replacement

TRACTIONCORE maintains continuity of assigned personnel and provides a Zero-Downtime replacement guarantee for managed specialist and department services. If an assigned specialist is unavailable due to leave, attrition, or performance transition, TRACTIONCORE provisions a vetted, briefed backup who requires no retraining and continues the work from documented processes.

Every process a specialist executes is documented in a "Living SOP" within our secure infrastructure, so knowledge remains with the engagement rather than the individual. This forms part of the continuity commitment described in this SLA.

6. Onboarding and provisioning

• Precision Headhunting: vetted shortlists are typically presented within two to six (2–6) weeks, depending on specialization and seniority.
• Dedicated Specialists: discovery and deployment typically complete in under seven (7) days from approval.
• Built Departments: most departments go live in less than thirty (30) days, depending on role complexity and technology requirements.
• Leads Acquisition: pipeline build and launch typically complete within two to three (2–3) weeks.

These timelines are indicative and assume timely Client cooperation, access, and decision-making.

7. Quality assurance and performance management

Managed engagements operate under defined KPIs, quality audits, and a performance management system overseen by a Team Lead and/or dedicated Ops Manager. Quality is reviewed on a cadence appropriate to the service, and low performance is escalated, coached, and — where necessary — remediated through replacement without disruption to operations.

8. Reporting and governance cadence

• Weekly: operational check-in and priority alignment, where applicable to the engagement.
• Monthly: performance report covering service levels, quality, and any Incidents or Service Credits.
• Quarterly: strategic review of outcomes, capacity, and scaling plans.

Reports are shared through agreed channels, and dashboards may be provided for real-time visibility where applicable.

9. Service credits and remedies

Where TRACTIONCORE fails to meet an agreed Service Level and the failure is attributable to TRACTIONCORE (and not to an Excluded Event), the Client may be entitled to a Service Credit as the sole and exclusive remedy, as follows:

• Availability below 99% but at or above 97%: a credit equal to 5% of the monthly fee for the affected service.
• Availability below 97% but at or above 95%: a credit equal to 10% of the monthly fee for the affected service.
• Availability below 95%: a credit equal to 15% of the monthly fee for the affected service.

Service Credits must be requested in writing within thirty (30) days of the end of the affected month and are applied against future invoices. Service Credits are not cash refunds and are subject to the refund provisions of our Terms of Service.

10. Client responsibilities

The service levels in this SLA are contingent on the Client:

• providing timely access to systems, tools, data, and decision-makers reasonably required to deliver the service;
• nominating an authorized point of contact and participating in agreed governance cadences;
• providing accurate information and promptly raising Incidents through the agreed channels;
• fulfilling payment obligations in accordance with the applicable agreement.

11. Exclusions

Service Levels do not apply to failures or delays caused by:

• events beyond TRACTIONCORE's reasonable control, including those described as Force Majeure Events in our Terms of Service;
• third-party platforms, tools, networks, or services not under TRACTIONCORE's control;
• Client systems, equipment, access restrictions, or instructions;
• scheduled maintenance communicated in advance, or emergency maintenance required for security or integrity;
• Client-directed changes, misuse, or failure to meet Client responsibilities under Section 10.

12. Escalation and contacts

Incidents should be raised first through the assigned account manager or delivery lead. Unresolved matters may be escalated to the Legal and Compliance Department using the contact details below. TRACTIONCORE will acknowledge escalations within one business day.

13. Review, changes, and term

This SLA is reviewed periodically and may be updated to reflect changes in services, operations, or legal requirements. Material changes will be communicated to active Clients. This SLA remains in effect for the duration of the applicable engagement unless replaced by a signed agreement.

14. Contact us

Questions about this Service Level Agreement may be directed to our Legal and Compliance Department using the details below.