SERVICE LEVEL AGREEMENT (SLA)
Microsoft Managed Services
Provider: M-Holding (Pty) Ltd
Version: 2.1
Effective Date: 3 June 2024
1. Purpose
This Service Level Agreement (SLA) defines the level of service provided by M-Holding (Pty) Ltd (“MSP”) for Microsoft 365 and backup services. It outlines service expectations, responsibilities, and conditions applicable to all subscribed clients.
2. Scope of Services
The MSP provides the following services:
- Microsoft services; licensing, administration, and management
- Backup and disaster recovery services
- System monitoring and maintenance
- Technical support and incident resolution
- Security and compliance management
3. Service Model & Administrative Control
To ensure the highest level of stability, security compliance, and consistent management, all services are delivered on a fully managed basis.
3.1 Ownership
The Client retains full legal ownership of their Microsoft 365 tenant, including all data and intellectual property.
3.2 Administrative Access
M-Holding (Pty) Ltd maintains administrative control of all managed systems.
Access Policy:
Full administrative access is retained throughout the contract.
Client Visibility:
Clients receive Microsoft 365 Global Reader access for visibility only.
Service Integrity:
SLA applies only when M-Holding manages the system fully.
Good Faith Management:
All actions are taken in the client’s best interest.
3.3 Transfer of Full Administrative Access
Access will be transferred after:
- Completion of service term
- Full payment of all fees
3.4 Early Access Requests
If early access is granted:
- Service may become unmanaged
- SLA may no longer apply
- All fees remain payable
4. Subscription Terms
4.1 Month-to-Month
- Rolling monthly service
- 30 days cancellation notice
- Pricing may change
4.2 Annual Commitment
- 12-month contract
- Fixed pricing
- Early termination = full fees due
5. Service Availability & Support
5.1 Support Hours
- Monday to Friday: 08:00 – 17:00
- Emergency support available
5.2 Response Times
- Critical: 2 hours
- High: 4 hours
- Medium: 8 hours
- Low: 24 hours
6. Client Account Status
6.1 Good Standing
- Full services
- Full support
- Continuous monitoring
6.2 In Arrears
Services may be limited. M-Holding may:
- Suspend services
- Delay support
- Pause service delivery
7. Ownership vs Administrative Control
Clients own all data.
M-Holding controls systems during the agreement.
8. Service Integrity & Liability
M-Holding is responsible only while managing systems.
If client interferes:
- SLA may be reduced
- M-Holding is not liable
9. Client Responsibilities
Clients must:
- Stay up to date with payments
- Provide accurate info
- Use services legally
- Report issues quickly
10. Data Protection & Compliance
All data is handled in line with POPIA and applicable laws.
11. Limitations & Exclusions
This SLA does not cover:
- Third-party issues
- Client-side changes
- Force majeure events
12. Limitation of Liability
M-Holding is not liable for indirect damages.
Liability is limited to recent fees paid.
13. Termination
- Monthly: 30 days notice
- Annual: full payment required
14. Amendments
M-Holding may update this SLA at any time.
15. Acceptance
Using M-Holding services means you agree to this SLA.