Service Level Agreement (SLA)

Service Level Agreement (SLA)

Owners' Coaching Program

The SME Success Hub

1. Purpose

This SLA defines the terms for delivering the Owners' Coaching Program, ensuring high-quality coaching for SME owners.

2. Services

• One-on-One      Coaching: Scheduled sessions with a certified coach for personalized      guidance.
• Group      Workshops: Quarterly peer-learning sessions (min. 2 hours).
• Resources:      Access to tools/templates via online portal.
• Ad-Hoc      Support: Email support for urgent queries.
• Progress      Tracking: Regular goal and KPI reviews.

3. Service Levels

Service

Commitment

Session Frequency

Min. 1 session/month (per program tier).

Session Duration

60–120 minutes (per program tier).

Response Time

48 business hours for emails/queries.

Resource Access

Available within 5 business days of program start.

Platform Uptime

99% (excluding maintenance).

4. Responsibilities

Provider:

• Assign      qualified coach.
• Deliver      sessions/workshops as scheduled.
• Provide      resources and track progress.
• Maintain      confidentiality.
• Notify      of schedule changes 48 hours in advance.

Client:

• Attend      sessions prepared.
• Complete      action items.
• Provide      feedback.
• Notify      of conflicts 24 hours in advance.
• Pay      fees on time.

5. Program Tiers

The Owners' Coaching Program offers three tiers with varying levels of service:

Tier

Description

Cost

Details

Basic

Zoom-based coaching session

R 1,500

60-minute one-on-one session per month, email support,   access to resources.

Premium

Extended Zoom-based coaching session

R 2,500

120-minute one-on-one session per month, email support,   access to resources.

Executive

In-person coaching session

R 4,500

120-minute one-on-one session per month, priority email   support, access to resources.

Note: Additional sessions, group workshops, or add-ons (e.g., specialized mentoring) may be available per the enrollment agreement.

6. Monitoring & Feedback

• Quarterly      progress reviews.
• Client      feedback via post-session surveys.
• SLA      compliance reports available on request.

7. Issue Resolution

• Contact      coach within 5 days of issue.
• Coach      responds in 48 hours or escalates to Program Manager.
• Escalate      to support@smesuccesshub.com; response in 3 days.
• Service      credits (e.g., extra session) for critical failures, per enrollment      agreement.

8. Confidentiality

Client data is confidential, stored securely, and compliant with privacy laws (e.g., GDPR). Data access/deletion requests honored.

9. Termination

• Client:      30 days’ notice, per enrollment terms.
• Provider:      15 days’ notice for non-payment or breach.
• Refunds      per enrollment agreement.

10. Force Majeure

No liability for delays due to uncontrollable events (e.g., natural disasters). Parties will resume services ASAP.

11. Contact

Email: support@smesuccesshub.com
Phone: [Insert Number]
Website: [Insert URL]