SLAs: Service Level Agreements Triario

 1. Purpose

This Service Level Agreement ("SLA") outlines the operational standards, communication expectations, support processes, and service delivery practices followed by Triario when providing services to clients.

This document is intended to:

• Define how Triario and clients collaborate operationally

• Establish communication standards and response expectations

• Clarify support processes and escalation paths

• Define delivery workflows and approved tooling standards

This SLA is operational in nature only. All contractual, legal, commercial, billing, liability, ownership, renewal, termination, and compliance terms are governed exclusively by the applicable Master Services Agreement ("MSA") and/or Statement of Work ("SOW"). In the event of any conflict, the MSA and SOW control.

2. Scope of Services

This SLA applies to operational support and service delivery associated with:

• HubSpot implementation and migrations

• Revenue operations / Ongoing Support / AI Ops

• Custom AI agents

• Customer integrations with Hubspot and third party systems

• Website Design

• Website Optimizations

Specific deliverables, project scope, timelines, commercial terms, and technical requirements are defined separately within the applicable SOW.

3. Approved Tools & Communication Channels

Triario supports communication and project coordination only through approved channels. Requests or approvals submitted outside these channels are not considered official and will not be acted upon.

Official Channel Definitions

Channel	Primary Purpose	Notes
Email	Formal approvals, legal notices, deliverable signoffs	Required for any approval with contractual consequence
Click Up	Task management, OOS tracking, sprint planning	Source of truth for task status and priorities
Slack / Teams	Operational collaboration and quick questions	Not valid for approvals or scope changes
SharePoint / Shared Docs	Documentation, agendas, training materials	Source of truth for shared reference documents
Support Ticket submitted through our website	Support request tracking for ongoing services	Preferred submission method for operational issues
Loom / Pre recorded Video	Training walkthroughs and async demos	Supplemental to written documentation
Scheduled Meetings	Strategic reviews and implementation checkpoints	Decisions must be confirmed in writing post-meeting

Non-Approved Channels

The following are not considered official support or approval channels:

• WhatsApp or SMS/text messaging
• Personal social media accounts
• Verbal-only approvals
• Informal chat messages (for anything requiring documented approval)

Any approvals, scope confirmations, timeline changes, or requests affecting delivery must be documented through approved channels.

4. Business Hours & Availability

Standard Business Hours

Triario standard operating hours are:

• Monday through Friday

• 9:00 AM – 6:00 PM Eastern Time (ET)

• Excluding company-observed holidays

Requests received outside business hours will be considered received on the next business day.

Regional Collaboration

Collaboration may occur across multiple time zones. Meeting scheduling and response coordination will be managed accordingly.

5. Response Time Expectations

Priority	Description	Initial Response Target	Examples
Critical	Major production issue or business disruption	Within 4 business hours	System down, data loss risk
High	Significant operational blocker	Within 1 business day	Broken automation, blocked workflow
Medium / Low	Standard operational or enhancement request	Within 2 business days	Configuration updates, reporting

Response times refer to acknowledgment and triage, not full resolution. Resolution timelines depend on scope complexity, third-party platform conditions, client responsiveness, existing project priorities, and SOW-defined deliverables.

6. Deliverable Review & Acceptance Period

Upon delivery of any deliverable, the client enters a review period defined as the "Acceptance Period" (as established in the MSA). Unless otherwise specified in the applicable SOW:

• The Acceptance Period is 3 business days from the date the deliverable is shared with the client.

• Clients should provide consolidated, written feedback through an approved channel within this window.

• If no written feedback is received within the Acceptance Period, the deliverable is deemed accepted per the MSA.

• Clients should not unreasonably withhold or condition acceptance.

Revision Standards

Unless otherwise defined in the applicable SOW:

• Standard engagements include 2 rounds of revisions per deliverable.

• Revision feedback must be submitted within the Acceptance Period.

• Requests beyond the 2-round standard may require a change order under MSA

• Late stakeholder changes introduced after the Acceptance Period may affect delivery timelines.

Scope change enforcement, billing consequences, and change order requirements are governed by MSA and are not defined in this SLA.

7. Project & Task Management

Project Visibility

Projects are managed in ClickUp (default), with supplemental platforms selected based on engagement type. The designated project management tool serves as the source of truth for:

• Task status and ownership

• Priorities and dependencies

• Timelines and milestones

• Action items and blockers

Client Responsibilities

Clients are responsible for:

• Providing timely feedback within agreed review windows

• Delivering required assets and system access

• Approving deliverables within the Acceptance Period

• Identifying internal decision-makers and stakeholders

• Escalating internal blockers promptly

Delays in client responses may impact project timelines. Client-caused delays are addressed under MSA.

Project Inactivity

If a project becomes inactive due to absent client feedback or access:

• The account manager will initiate an escalation at 7 business days of no response.

• Escalation follows the path defined in the Escalation Matrix section of this SLA.

• Consequences of extended inactivity are governed by MSA

8. Support Process

Request Submission

Support requests should include:

• Clear issue description

• Relevant links or screenshots

• Impacted systems or users

• Priority level (Critical / High / Medium / Low)

• Reproduction steps (if applicable)

Triage Process

Upon receipt of a support request, Triario will:

• Review the request and validate scope and impact

• Determine priority level

• Assign internal ownership

• Communicate next steps to the client

Some requests may require additional discovery, expanded scope approval, additional hours, or third-party coordination. These will be flagged through official communication channels.

9. Meeting Standards

Recurring Meetings

Depending on the engagement type, Triario may facilitate:

• Weekly implementation checkpoints

• Biweekly strategic reviews

• Monthly reporting reviews

• Quarterly business reviews (QBRs)

• Ad hoc working sessions

Meeting Expectations — Clients

• Attend scheduled meetings on time

• Provide required stakeholders when needed

• Review materials in advance when applicable

• Consolidate feedback before the meeting where possible

Meeting Expectations — Triario

• Provide agendas in advance when appropriate

• Document action items and next steps

• Share recordings or notes when available

• Communicate blockers and risks proactively

10. Escalation Matrix

If an issue is not resolved through standard communication, the following escalation path applies. All escalations must be submitted through official communication channels as defined in Section 3.

Level	Owner	Trigger Condition	Response Window	Channel
L1	Account Manager / Project Lead	Delayed communication, delivery questions, minor blockers	1 business day	Email / ClickUp
L2	Service Delivery Manager	Repeated blockers, unresolved delivery issues after L1	1 business day	Email
L3	Executive Leadership	Strategic or relationship-level concerns requiring executive engagement	1 business day	Email (formal notice)

All escalation references throughout this document refer to this matrix.

11. Third-Party Platform Dependencies

Triario services frequently rely on third-party platforms and tools. Triario does not own, operate, or control these platforms and cannot guarantee their availability, stability, or behavior.

Platforms Triario Commonly Works With

Categories include, but are not limited to:

• CRM platforms (e.g., Salesforce)

• Integration and middleware tools (e.g., Make, Zapier, n8n, AWS)

• Cloud and productivity suites (e.g., Google Workspace, Microsoft 365)

• Project and support tools (e.g., Jira, ClickUp, Asana)

• Marketing and communication platforms (e.g., Mailchimp, advertising APIs)

• Website and CMS platforms (e.g., WordPress)

• AI model providers and APIs

•  Hosting and infrastructure providers  

Operational Notification Standard

When Triario identifies a third-party platform issue affecting delivery, the account manager will notify the client within 1 business day of identification. Notification will include:

• The platform or tool affected

• The nature of the blocker (outage, API change, access issue, etc.)

• The expected impact on timelines or deliverables

• A proposed path to resolution where available

SLA Suspension

Triario's SLA response and delivery commitments are suspended when delays are caused by:

• Third-party platform outages or service interruptions

• API deprecations, changes in functionality, or vendor-side bugs

• Access provisioning delays on the client side

• Third-party vendor changes outside Triario's control

Triario will use commercially reasonable efforts to support issue investigation and workaround identification.

12. Third-Party Platform Exclusions

The following are outside the scope of Triario's standard SLA commitments unless explicitly defined in an applicable SOW:

• Third-party platform outages or service degradation

• Vendor roadmap changes, deprecated APIs, or discontinued features

• Native platform limitations or product constraints

• Client-side infrastructure issues

• Unauthorized third-party modifications to environments Triario manages

• Unsupported custom code created outside of Triario's scope

• Data corruption caused by external systems

• Security incidents originating from third-party platforms or client-side credential management

• Delays caused by the client's failure to provision or maintain required licenses and access.

Triario's liability for third-party platform issues is further governed by MSA. This section operationalizes those exclusions from a delivery standpoint.

13. Change Management

Requests that materially impact timeline, complexity, deliverables, integrations, strategy, or resource allocation may require additional discovery and a signed change order per MSA.

Operational Workflow

• Potential out-of-scope (OOS) items are identified by the account manager on the same business day.

• Items are tagged in ClickUp for tracking and flagged to Service Delivery for approval.

• If not resolved within 24 hours, the item escalates.

• No out-of-scope work is commenced without Service Delivery approval.

Billing consequences, scope change enforcement, and change order requirements are contractual matters governed by MSA and are not defined in this SLA.

Point of Contact Changes

If the client's primary point of contact changes, written notice must be provided through an approved channel. Triario will assess any resulting timeline impact. Re-scoping obligations are governed by MSA.

14. Hour Tracking for services capped by an hourly limit

For services where the SOW states an hourly limit, the account manager monitors utilization and proactively notifies the client at the following thresholds:

Threshold	AM Action	Client Action Required
75% utilized	Proactive heads-up to client on remaining hours	Awareness and planning
90% utilized	Formal notification with projected depletion date	Confirm priorities for remaining hours
100% utilized	Request approval gate — no additional work without authorization	Written approval required to proceed

Rollover policies and commercial terms related to overage billing are governed by the applicable SOW and MSA.

15. AI & Automation Considerations

For projects involving AI tools, automations, or integrations:

• Outputs may require human review and validation before operational use.

• AI-generated content or recommendations are not guaranteed to be error-free.

• Platform behavior may evolve over time; Triario cannot guarantee output consistency.

• Third-party AI providers may modify capabilities, model behavior, or terms without notice.

Clients remain responsible for reviewing, validating, and determining the appropriateness of any AI output before reliance or use. Additional terms specific to custom AI agent delivery are set out in the AI Agent Addendum when applicable.

16. Security & Access Management

Access Standards

Clients should:

• Provide least-privilege access whenever possible

• Remove inactive users promptly

• Use secure credential-sharing practices

• Notify Triario of any security concerns immediately

Credential Sharing

Preferred credential-sharing methods include:

• Password managers with shared vault access

• Temporary access invitations via platform-native tools

• Role-based permissions where available

Credentials must never be shared through unsecured channels (e.g., email). Client-side credential mismanagement is excluded from Triario's SLA commitments.

17. Documentation Standards

Triario may provide the following as part of service delivery, subject to project scope and engagement type:

• Training recordings and Loom walkthroughs

• Standard operating procedures (SOPs)

• Technical documentation and implementation notes

• Process flowcharts

Documentation is maintained in SharePoint or the designated shared documentation platform for the engagement.

18. SLA Exclusions

This SLA does not govern, and should not be interpreted as establishing standards for, the following matters, which are addressed exclusively in the MSA and/or SOW:

• Commercial terms, payment obligations, and invoicing

• Late payment consequences, interest, and service suspension

• Intellectual property ownership and licensing

• Termination rights and early termination fees

• Liability limitations and indemnification

• Legal compliance obligations

• Confidentiality and data protection obligations

• Warranty terms and breach remedies

• Renewal and non-renewal notice requirements

• Retainer rollover and upsell terms