Service Level Agreement (SLA) for Outsourcing Services

This Service Level Agreement ("SLA") is made and entered into on [date] by and between JJG
Contact Hub ("Service Provider") and The Christian Cobo Team

Scope of Services

Service Provider shall provide outsourcing services to Client as outlined in the Statement of
Work ("SOW"). Services may include, but are not limited to, call center services, social media
management, virtual assistant services, and other outsourcing services as agreed upon in
writing by both parties.

Responsibilities of Service Provider

Service Provider shall perform the services outlined in the SOW with due diligence and
professional care, and shall comply with all applicable laws and regulations. Service Provider
shall provide the necessary personnel, equipment, and facilities to perform the
services. Service Provider shall also provide Client with regular reports on the services provided
and shall respond promptly to any inquiries or concerns raised by Client.
Marketing Team Responsibilities:

• Instagram account management

• Content creation for real estate:
• publishing of design pieces 3 daily
• Creation of 6 pieces per week
• Animation of two pieces per week

Services to be provided according to needs:

 • Cold Callers • Email Handling

• Appointment Fixers • Admin Tasks

• Sales • Payment Processors

• Training and Development • Back Office Support

• Taking Inbound/Outbound Calls • Digital Marketing

• Calendar Management • Documentations

• Property management • Data Processing

• Appointment Setter • Video Creation

• Customer service • Blog Writing

• Lead Generating • Experienced Sales Reps

Hours of operation will be as follows :

Monday to Friday 08:00 am-05:00 pm

Saturday: 08:00 am-12:00 pm

Sunday: Closed

Responsibilities of Client

Client shall provide Service Provider with all necessary information, materials, and access to
Client's systems and networks required to perform the services. Client shall also designate a
representative to serve as the primary point of contact for Service Provider and shall promptly
notify Service Provider of any changes to the scope of the services or any issues or concerns
that arise.

Service Levels and Performance Metrics

Service Provider shall meet the service levels and performance metrics as outlined in the SOW.
Service levels and performance metrics may include, but are not limited to, call answer times,
call abandonment rates, social media response times, and virtual assistant response times.
Service Provider shall report on its performance against these metrics on a regular basis as
outlined in the SOW.
Remedies for Service Level Failures

In the event that Service Provider fails to meet any service level or performance metric
outlined in the SOW, Client may, at its sole discretion, take any of the following actions:

(a) Request that Service Provider implement corrective actions to remedy the failure
within a reasonable timeframe;
(b) Implement a service credit as outlined in the SOW; or
(c) Terminate the contract with Service Provider without penalty.

Confidentiality and Data Security

Service Provider shall maintain the confidentiality of all Client data and information obtained in
connection with the services and shall comply with all applicable data privacy and security laws
and regulations. Service Provider shall implement reasonable security measures to protect
Client data from unauthorized access or disclosure.

Term and Termination

This SLA shall remain in effect for the term specified in the SOW. Either party may terminate
this SLA for cause if the other party breaches any material term or condition of this SLA and
fails to cure such breach within 30 days of receiving written notice of the breach. Either party
may also terminate this SLA without cause upon written notice to the other party.

Entire Agreement

This SLA constitutes the entire agreement between the parties and supersedes all prior
negotiations, understandings, and agreements between the parties with respect to the subject
matter of this SLA. No amendment or modification of this SLA shall be effective unless it is in
writing and signed by both parties.

IN WITNESS WHEREOF, the parties have executed this SLA as of the date first written above.