service agreement

Promptline Studio Service Level Agreement

Effective date: [ todays date ]
Client: [ your name ]
Related Master Services Agreement: [ date ]
Related Scope of Work: [ project name or number ]

1. Purpose

This Service Level Agreement (“SLA”) establishes the service, communication, support, delivery, security, and response standards Promptline Studio will provide to the Client.

This SLA supplements the parties’ Master Services Agreement (“MSA”) and applicable Scope of Work (“SOW”). The MSA controls general legal terms. The SOW controls project-specific scope, pricing, deliverables, and schedules. This SLA controls operational service standards unless an SOW expressly states otherwise.

2. Services Covered

This SLA may apply to:

• AI learning and training.
• Small-business workflow diagnostics.
• Data gathering and organization.
• Prompt engineering and prompt libraries.
• Process diagrams, charts, guides, and documentation.
• LLM and AI-agent planning or implementation.
• Local or cloud-based AI resources.
• Strategic planning and consulting.
• Monthly support and optimization retainers.

Only services identified in a signed SOW are included. Hardware, software, licenses, hosting, travel, third-party services, and work outside the agreed scope are excluded unless specifically listed.

3. Conditions for Starting Work

Promptline Studio will begin production after receiving:

1. A signed MSA and SOW.
2. The required 50% deposit, unless the SOW specifies otherwise.
3. Required client information, files, access, approvals, contacts.
4. Written approval of any external AI, cloud, or collaboration platforms that will process Client Data.

Delays in receiving these items may move the start date and delivery schedule.

4. Delivery Process

Promptline Studio primarily uses four phases.

Phase 1: Kickoff

Promptline Studio will provide a welcome message or kickoff document identifying:

• Project start date.
• Expected delivery schedule.
• Required client assets and access.
• Communication methods.
• Feedback and approval deadlines.
• Project contacts.
• Deliverables and acceptance criteria.

Phase 2: Client Alignment

Promptline Studio and the Client will confirm the business need, intended users, desired outcome, available data, project priorities, and definition of completion.

Phase 3: Scope and Production

Promptline Studio will organize the work, produce the agreed deliverables, and provide reasonable progress visibility. A midpoint review, demonstration, or check-in will be conducted when appropriate.

Phase 4: Delivery and Closeout

Promptline Studio will provide:

• Final approved files or system access.
• A summary of completed deliverables.
• Relevant prompts, instructions, source materials, or guides.
• Known limitations and recommended next steps.
• A project-closeout message.
• Any post-delivery support included in the SOW.

Final delivery will occur through Google Workspace, another approved cloud repository, a client-owned device, local storage, or another agreed method.

5. Business Hours

Standard business hours are Monday through Friday, 10:00 a.m. to 4:00 p.m. Eastern Time, excluding federal holidays and announced closures. Our inbox is monitored 8:00 a.m. to 6:00 p.m. each day. Messages received outside inbox hours are treated as received on the next business day.

Emergency, evening, weekend, or holiday support is not included unless purchased and documented in the SOW.

6. Communication Standards

Promptline Studio will:

• Identify one primary project contact.
• Use the agreed email, meeting, or project-tracking channel.
• Provide a progress update at least weekly during active production.
• Communicate known schedule, scope, security, or delivery risks promptly.
• Document material decisions and approvals in writing.

The Client will identify one authorized decision-maker. Instructions from other individuals will not change the project unless confirmed by the authorized contact.

7. Support Priorities and Response Targets

Response time means the time required to acknowledge a support request, begin evaluating it, and provide an initial status. It does not guarantee complete resolution within that period.

Priority	Description	Initial response target
Priority 1—Critical	Confirmed security incident, inaccessible Client Data, or complete failure of a Promptline Studio-managed production system	4 business hours
Priority 2—High	Major service function unavailable with no reasonable workaround	1 business day
Priority 3—Standard	Noncritical defect, incorrect configuration, or material question affecting work	2 business days
Priority 4—General	Training question, documentation request, enhancement idea, or general consultation	3 business days

Priority classification may be adjusted after evaluation. Resolution time depends on complexity, client responsiveness, third-party vendors, hardware availability, and whether the request is within scope.

8. Project Schedules

Delivery dates are estimates until all required Client materials and approvals are received.

If the Client misses an asset, feedback, meeting, testing, or approval deadline, the schedule may be extended by at least the length of the delay. Promptline Studio will communicate the revised date.

Neither party is responsible for delays caused by events beyond reasonable control, including power or internet outages, natural disasters, cyberattacks, labor interruptions, government actions, or third-party platform failures.

9. Client Responsibilities

The Client will:

• Provide accurate, lawful, and complete information.
• Maintain authorized backups of important data.
• Obtain necessary rights and permissions for submitted materials.
• Protect account credentials and use multifactor authentication where available.
• Review drafts, AI outputs, configurations, and recommendations.
• Respond to requests and approvals within three business days unless otherwise agreed.
• Test deliverables in the intended environment.
• Avoid submitting regulated or highly sensitive information unless specifically authorized.
• Make all final business, financial, legal, employment, safety, and operational decisions.

Promptline Studio is not responsible for errors caused by inaccurate data, undisclosed requirements, unauthorized modifications, unsupported equipment, or failure to follow instructions.

10. Scope Changes

A request is a scope change when it adds or materially alters deliverables, requirements, integrations, data, users, platforms, revisions, meetings, training, or deadlines.

Scope changes require written approval describing:

• The requested change.
• Additional price or hours.
• Schedule impact.
• New responsibilities or risks.

Promptline Studio is not required to begin changed work until the change is approved and any required payment is received. Ordinary clarifications and correction of Promptline Studio errors are not chargeable scope changes.

11. Review and Acceptance

The Client will review each final deliverable within three business days unless the SOW establishes another period.

A deliverable is accepted when the Client:

• Approves it in writing;
• Uses it in production;
• Pays the final invoice without identifying a material nonconformity; or
• Does not provide a specific written rejection within the review period.

A rejection must identify how the deliverable materially differs from the signed SOW or acceptance criteria. Promptline Studio will correct confirmed nonconformities within a reasonable period at no additional professional-service charge.

Requests based on changed preferences, new information, expanded requirements, or previously approved work are handled as scope changes.

12. Post-Delivery Support

Unless the SOW provides a longer period, Promptline Studio includes 14 calendar days of limited post-delivery support for:

• Questions about delivered materials.
• Correction of confirmed Promptline Studio errors.
• Reasonable assistance accessing final files.
• Clarification of documented instructions.

Post-delivery support does not include new features, additional training, new prompts, new data, hardware replacement, third-party fees, system expansion, or correction of Client or third-party changes.

Ongoing support requires a retainer, support package, or new SOW.

13. Data Ownership and Handling

The Client retains ownership and control of Client Data and materials supplied to Promptline Studio.

Promptline Studio may create and use working copies only as necessary to perform authorized services. Client Data will not be sold, used for unrelated advertising, or intentionally used to train a public or third-party AI model without written authorization.

The SOW will identify whether information is stored:

• In a client-controlled cloud repository.
• On a client-owned local device.
• In an approved Promptline Studio workspace.
• With an authorized third-party provider.

After final payment and project closeout, Promptline Studio will return, transfer, or delete Client Data as stated in the SOW, subject to legal, insurance, backup, and recordkeeping requirements.

14. Security Standards

Promptline Studio will use reasonable safeguards appropriate to the services, which may include:

• Multifactor authentication.
• Password-protected accounts.
• Encrypted transmission and storage where available.
• Limited access to Client Data.
• Approved software and service providers.
• Reasonable backups of active working files.
• Security updates for systems managed by Promptline Studio.

No electronic, cloud, local, or AI system can be guaranteed completely secure. The Client remains responsible for its internal security, users, credentials, network, devices, backup strategy, and legal compliance.

15. Security Incidents

A security incident is confirmed unauthorized access to, acquisition of, or material loss of Client Data under Promptline Studio’s control.

Promptline Studio will:

1. Take reasonable steps to contain and investigate the incident.
2. Notify the Client without unreasonable delay, with a target of 48 hours after confirmation.
3. Provide available information about affected systems and data.
4. Coordinate reasonable corrective actions.
5. Make legally required notifications as allocated by the MSA or applicable law.

Unsuccessful login attempts, blocked attacks, spam, scans, and events that do not compromise Client Data are not considered confirmed security incidents.

16. AI and LLM Service Limitations

AI and LLM outputs may be inaccurate, incomplete, biased, inconsistent, or outdated. Promptline Studio does not guarantee that an AI system will produce a specific result, operate without interruption, generate revenue, eliminate risk, or satisfy a legal or regulatory requirement.

AI-supported deliverables should be reviewed by a qualified human before consequential use. AI output is not legal, medical, accounting, tax, investment, credit, employment, safety, or cybersecurity advice.

The Client remains responsible for approving data sources, use cases, outputs, and final decisions. Promptline Studio will disclose known material limitations and will not knowingly make unsupported claims about AI performance.

17. Third-Party Services

Promptline Studio does not control the availability, security, pricing, functionality, terms, or performance of third-party services, including AI providers, cloud platforms, hosting services, internet providers, software vendors, and payment processors.

Third-party outages or changes are excluded from Promptline Studio response and availability guarantees. Promptline Studio will provide reasonable assistance identifying workarounds when included in scope.

No system-availability percentage is promised unless an SOW expressly establishes one for a Promptline Studio-managed service.

18. Maintenance

Promptline Studio may perform reasonable maintenance on systems it manages. When practical, planned maintenance that may interrupt service will be announced at least two business days in advance.

Emergency maintenance may be performed without advance notice when reasonably necessary to protect data, security, or service integrity.

19. Service-Level Failures

If Promptline Studio repeatedly misses an applicable response or communication target, the Client may request:

• A written explanation.
• A corrective-action plan.
• Priority handling of the affected issue.
• A service credit, but only when expressly provided in the SOW.

Service credits are not available for delays caused by the Client, third parties, out-of-scope requests, force-majeure events, or violations of the MSA or SOW.

Unless the SOW states otherwise, these corrective measures are the SLA remedies. Other contractual rights remain governed by the MSA.

20. Term and Termination

This SLA begins on the effective date and continues while an applicable MSA or SOW remains active.

Termination, suspension, payment defaults, refunds, ownership rights, confidentiality, dispute resolution, liability limitations, and governing law are controlled by the MSA and SOW.

21. Approval

By signing below, the parties acknowledge that they have reviewed and accepted this SLA.

Promptline Studio

Name: ______________________________
Title: _______________________________
Signature: ___________________________
Date: _______________________________

Client

Name: ______________________________
Title: _______________________________
Signature: ___________________________
Date: _______________________________