Service Level Agreement

Last Updated: September, 2026

Version No.: Version 1.0

This Service Level Agreement (the "SLA") sets out the Guaranteed Response Times and Support Request priority levels applicable to the Managed IT Services provided by Infinity Network Solutions Inc. ("Infinity Network Solutions") to the customer identified in the applicable Order Form (the "Agreement"). This SLA is incorporated by reference into, and forms part of, the Agreement.

Response Times are Guaranteed maximum times to respond to a Support Request, not to resolve it, and apply only within Our Business Hours. Support Requests lodged outside Our Business Hours are handled on a best-effort basis and are not subject to the Response Time Guarantee.

Critical and High Priority Support Requests must be lodged by phone in order to qualify for their Guaranteed Response Time; Support Requests lodged by any other method will only be guaranteed at Our Medium priority level.

1. Guaranteed Response Times & Priority Levels

The table below shows the Guaranteed Response Time for each priority level, with example scenarios for Server support only.

2. Response Time Guarantee Exclusions

The Response Time Guarantee does not apply to:

1. Installations, Moves, Additions, Changes, or Setups (IMACS) to users, devices, configurations, or network;
2. Issues lodged in any manner other than as specified in the Client Support Guide & Order Form;
3. Any service tickets caused by Hardware or Software not meeting Our Minimum Standards and/or Our approved software/hardware list, as defined in the Client Support Guide & Order Form;
4. Support Requests for issues caused by You not acting on advice or recommendations given by Us;
5. Support Requests for issues caused by You or third parties modifying any Hardware or Software configuration without prior authorization from Infinity Network Solutions;
6. Support Requests for issues related to user-initiated virus and malware infections;
7. Support Requests for issues involving the sourcing of hardware or software;
8. Any issues excluded on the Order Form or Proposal for Services.

This SLA is referenced by, and forms part of, Infinity Network Solutions' Order Forms and related Agreements. For questions about this SLA, please contact Infinity Network Solutions at www.infinityns.ca/support.

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