1. Introduction

Welcome to MetaBiz (“MetaBiz,” “we,” “our,” or “us”). This Service Level Agreement (“SLA”) outlines the service standards, responsibilities, response commitments, and operational expectations applicable to the professional services provided by MetaBiz.

Our objective is to establish clear expectations regarding service delivery while promoting transparency, accountability, quality, and long-term business relationships.

This SLA should be read together with our Terms of Service, Privacy Policy, Cancellation & Refund Policy, engagement letters, quotations, proposals, and any other written agreements applicable to a particular engagement.

Where a separately executed service agreement contains different service levels, that agreement shall prevail for the specific engagement.

2. Purpose of this Agreement

The purpose of this SLA is to:

• Define the level of service clients can reasonably expect.
• Establish measurable service commitments.
• Clarify the responsibilities of both MetaBiz and its clients.
• Improve communication and operational efficiency.
• Support continuous service improvement.
• Promote transparency and accountability.
• Provide a framework for monitoring service quality.

This document is intended to strengthen professional relationships by setting realistic and achievable expectations for service delivery.

3. Scope

This SLA applies to professional services provided by MetaBiz, including but not limited to:

• Business consulting.
• Accounting and bookkeeping.
• Payroll processing.
• Taxation services.
• Regulatory and statutory compliance.
• Corporate advisory.
• Due diligence services.
• Financial reporting support.
• Documentation and filing assistance.
• Business process consulting.
• Project-based advisory services.
• Ongoing support and retainer engagements.

Certain services may be governed by separate contractual service levels, regulatory requirements, or project-specific deliverables.

4. Definitions

For the purposes of this Agreement:

Client means any individual, company, organization, or authorized representative receiving services from MetaBiz.

Business Day means a day on which MetaBiz is ordinarily open for business, excluding weekends and public holidays unless otherwise specified.

Service Request means any request, inquiry, support requirement, or instruction submitted by a client regarding services covered by this SLA.

Response Time means the target period within which MetaBiz aims to acknowledge or begin addressing a service request.

Resolution Time means the target period within which MetaBiz aims to resolve or complete a service request, subject to its complexity and any applicable dependencies.

5. Service Philosophy

MetaBiz is committed to delivering professional business solutions based on the principles of:

• Integrity.
• Accuracy.
• Transparency.
• Professional competence.
• Timely communication.
• Client confidentiality.
• Regulatory compliance.
• Continuous improvement.
• Ethical business practices.

Our goal is to build long-term relationships by consistently delivering dependable and high-quality services.

6. Service Commitments

MetaBiz is committed to providing services with reasonable skill, care, and diligence.

Our service commitments include:

• Delivering services in accordance with agreed scopes of work.
• Maintaining professional standards.
• Communicating clearly throughout engagements.
• Protecting confidential information.
• Assigning appropriately qualified personnel.
• Using commercially reasonable efforts to meet agreed timelines.
• Keeping clients informed of significant developments affecting service delivery.

These commitments are subject to timely client cooperation and the availability of necessary information.

7. Service Availability

MetaBiz aims to provide professional support during its published business hours.

Service availability may vary depending on:

• The type of service requested.
• Client-specific agreements.
• Regulatory filing deadlines.
• Public holidays.
• Project schedules.
• Resource availability.

Requests submitted outside normal business hours will generally be reviewed on the next available business day unless otherwise agreed in writing.

8. Client Responsibilities

The quality and timeliness of our services depend on effective collaboration with our clients.

Clients are expected to:

• Provide accurate and complete information.
• Submit required documentation promptly.
• Respond to requests for clarification.
• Review deliverables within agreed timeframes.
• Make payments in accordance with applicable agreements.
• Designate authorized points of contact where appropriate.
• Notify MetaBiz promptly of any changes that may affect the engagement.

Failure to fulfill these responsibilities may impact service timelines and deliverables.

9. Communication Standards

MetaBiz values clear, timely, and professional communication.

We aim to:

• Acknowledge inquiries within a reasonable timeframe.
• Communicate respectfully and professionally.
• Provide updates for significant project milestones.
• Notify clients of anticipated delays where reasonably practicable.
• Explain service requirements in clear and understandable language.

Communication may take place through official channels such as email, telephone, online meetings, client portals, or other mutually agreed methods.

10. Service Requests

Clients may submit service requests through MetaBiz’s official communication channels.

To help us respond efficiently, service requests should include:

• Client name.
• Company or organization (if applicable).
• Contact details.
• Service reference or engagement details.
• Description of the request.
• Supporting documentation where relevant.
• Desired outcome or deadline (if applicable).

Incomplete requests may require additional information before work can begin.

11. Service Prioritization

To ensure efficient resource allocation, MetaBiz may prioritize service requests based on factors such as:

Critical Priority

Requests involving:

• Regulatory filing deadlines.
• Statutory compliance obligations.
• Significant business interruptions.
• Time-sensitive legal or financial matters.

High Priority

Requests affecting ongoing business operations or agreed project milestones.

Standard Priority

Routine service requests and advisory matters handled within normal operational workflows.

Low Priority

General inquiries, informational requests, and non-urgent administrative matters.

Priority classifications help ensure that urgent business matters receive timely attention while maintaining fairness across all client engagements.

12. Professional Standards

MetaBiz is committed to maintaining high standards of professional conduct.

Our personnel are expected to:

• Act ethically and professionally.
• Exercise reasonable skill and care.
• Respect client confidentiality.
• Maintain competence through ongoing professional development.
• Comply with applicable legal and regulatory obligations.
• Deliver services in accordance with agreed engagement terms.

These standards support our commitment to providing reliable, high-quality business solutions.

13. Response and Resolution Time Targets

MetaBiz is committed to responding to client requests within commercially reasonable timeframes. Response times refer to the acknowledgement of a request, while resolution times depend on the complexity, scope, and nature of the service.

Target Service Levels

*Resolution targets are indicative and may vary depending on client cooperation, regulatory requirements, third-party dependencies, and project complexity.

14. Escalation Procedure

If a service request cannot be resolved within the expected timeframe or requires additional oversight, MetaBiz may escalate the matter through an internal review process.

The escalation process may include:

Level 1 – Assigned Representative

The designated consultant or service representative reviews the issue and attempts to resolve it.

Level 2 – Department Review

Where additional expertise is required, the matter is referred to the relevant department or team leader.

Level 3 – Senior Management Review

Complex, high-impact, or exceptional matters may be escalated to senior management for further assessment and decision-making.

Clients will be informed of significant developments during the escalation process whenever reasonably practicable.

15. Performance Standards

MetaBiz strives to maintain consistently high standards across all services.

Our operational objectives include:

• Delivering services in accordance with agreed scopes.
• Maintaining professional accuracy.
• Providing timely communication.
• Meeting agreed milestones where reasonably possible.
• Protecting confidential information.
• Applying appropriate quality assurance procedures.
• Continuously improving service delivery.

Performance is regularly reviewed to identify opportunities for operational improvement.

16. Service Exclusions

This SLA does not apply to circumstances beyond the reasonable control of MetaBiz or to matters outside the agreed scope of services.

Examples include:

• Delays caused by incomplete or inaccurate client information.
• Government processing times.
• Regulatory authority decisions.
• Third-party software or service outages.
• Banking or payment processing delays.
• Internet or telecommunications disruptions.
• Changes in applicable laws or regulations after work has commenced.
• Additional services requested outside the original engagement.

Where possible, MetaBiz will communicate any expected impact on service delivery.

17. Scheduled Maintenance

To maintain the reliability and security of our systems, MetaBiz may perform scheduled maintenance from time to time.

Scheduled maintenance may include:

• Software updates.
• Security enhancements.
• Infrastructure upgrades.
• System optimization.
• Database maintenance.

Where reasonably practicable, planned maintenance that may significantly affect client access will be communicated in advance through appropriate channels.

18. Business Continuity

MetaBiz maintains business continuity practices designed to minimize service disruption during unforeseen events.

These practices may include:

• Secure data backup procedures.
• Alternative communication methods.
• Remote working capabilities where appropriate.
• Risk assessment and contingency planning.
• Operational recovery procedures.

While no continuity plan can eliminate all risks, MetaBiz is committed to restoring services as efficiently as reasonably possible following a disruption.

19. Security and Confidentiality

Protecting client information is a fundamental part of our service commitment.

MetaBiz applies reasonable administrative, technical, and organizational safeguards designed to:

• Protect confidential business information.
• Prevent unauthorized access.
• Maintain data integrity.
• Reduce cybersecurity risks.
• Support compliance with applicable privacy and data protection requirements.

All personnel handling client information are expected to observe appropriate confidentiality obligations.

20. Reporting and Service Reviews

For ongoing engagements or retained services, MetaBiz may provide periodic reporting where agreed.

Reports may include:

• Progress updates.
• Status of ongoing activities.
• Completed deliverables.
• Outstanding actions.
• Upcoming milestones.
• Compliance or operational observations, where relevant.

Regular reviews help ensure alignment between client expectations and service delivery.

21. Roles and Responsibilities

MetaBiz Responsibilities

MetaBiz will use commercially reasonable efforts to:

• Deliver services with professional skill and care.
• Allocate appropriately qualified personnel.
• Maintain effective communication.
• Protect confidential information.
• Comply with applicable legal and regulatory obligations.
• Monitor and improve service quality.

Client Responsibilities

Clients are expected to:

• Provide complete and accurate information.
• Respond promptly to requests.
• Supply documentation within agreed timelines.
• Review deliverables in a timely manner.
• Fulfil contractual payment obligations.
• Cooperate throughout the engagement.

Successful service delivery depends on effective collaboration between both parties.

22. Quality Assurance

MetaBiz is committed to maintaining consistent quality across all professional services.

Our quality assurance practices may include:

• Internal reviews of deliverables.
• Standardized operating procedures.
• Document verification.
• Professional supervision.
• Ongoing staff development.
• Continuous process improvement.
• Periodic service evaluations.

These measures help support accuracy, consistency, and client satisfaction.

23. Continuous Improvement

MetaBiz continually reviews its service delivery processes to identify opportunities for improvement.

Feedback from clients, operational performance data, regulatory developments, and industry best practices may be used to:

• Improve response times.
• Enhance communication.
• Streamline workflows.
• Strengthen quality controls.
• Improve client experience.
• Increase operational efficiency.

Continuous improvement is an ongoing commitment and forms an integral part of our service philosophy.

24. Service Credits

Unless expressly agreed in a separate written contract, this Service Level Agreement is intended to define service expectations and operational standards rather than establish automatic financial compensation.

MetaBiz does not provide service credits or monetary compensation solely because a response or resolution target was not achieved.

Where appropriate and mutually agreed, MetaBiz may, at its sole discretion:

• Prioritize corrective actions.
• Provide additional support services.
• Adjust project schedules.
• Offer reasonable commercial accommodations.
• Implement service improvements.

Nothing in this section limits any statutory rights available under applicable law.

25. Limitations of this SLA

This Service Level Agreement applies only to services specifically covered by an executed engagement or service agreement with MetaBiz.

This SLA does not guarantee:

• Continuous or uninterrupted availability of all services.
• Completion of services within a fixed period where delays arise from circumstances outside MetaBiz’s reasonable control.
• Business outcomes, financial performance, regulatory approvals, or commercial success.
• Performance of third-party service providers, government authorities, or external systems.

Service commitments under this SLA are subject to timely client cooperation and compliance with agreed obligations.

26. Compliance with Laws and Professional Standards

MetaBiz is committed to conducting its business in accordance with applicable laws, regulations, and recognized professional standards.

Our services are delivered with due regard to:

• Applicable corporate and commercial laws.
• Accounting and financial reporting requirements.
• Taxation and regulatory obligations.
• Data protection and privacy requirements.
• Ethical business practices.
• Professional conduct standards relevant to the services provided.

Clients remain responsible for ensuring that information supplied to MetaBiz is accurate, complete, and lawful.

27. Force Majeure

MetaBiz shall not be considered in breach of this SLA where delays or failures in performance result from events beyond our reasonable control.

Examples include:

• Natural disasters.
• Floods, earthquakes, or fires.
• Pandemics or public health emergencies.
• War, terrorism, or civil unrest.
• Government actions or regulatory restrictions.
• Utility failures.
• Internet or telecommunications outages.
• Cybersecurity incidents affecting critical infrastructure.
• Labour disputes beyond our direct control.

Where practicable, MetaBiz will notify affected clients and take commercially reasonable steps to minimise disruption and resume services.

28. Dispute Resolution

If a disagreement arises concerning service delivery or the interpretation of this SLA, both parties should first attempt to resolve the matter through good-faith discussions.

If the issue remains unresolved, the parties may consider:

• Review by the assigned service representative.
• Escalation to senior management.
• Mediation or another mutually agreed alternative dispute resolution process.
• Legal proceedings where permitted by the applicable agreement and governing law.

Both parties are encouraged to cooperate constructively throughout the dispute resolution process.

29. Termination of Services

This SLA remains applicable for the duration of the relevant service engagement unless replaced or superseded by another written agreement.

Termination of services may occur:

• Upon completion of the agreed services.
• By mutual written agreement.
• In accordance with the applicable service agreement.
• For material breach of contractual obligations.
• Where continuation of the engagement is unlawful or impracticable.

Termination does not affect rights or obligations that have accrued before the effective date of termination.

30. Changes to this SLA

MetaBiz may revise this Service Level Agreement periodically to reflect:

• Changes in business operations.
• Improvements to service delivery.
• Regulatory or legal developments.
• Technological advancements.
• Industry best practices.

The latest version will be published on the MetaBiz website with an updated Last Updated date.

Where required by applicable law or contract, appropriate notice of material changes will be provided.

31. Relationship with Other Agreements

This SLA should be read together with:

• Terms of Service.
• Privacy Policy.
• Cancellation & Refund Policy.
• Cookie & Tracking Policy.
• Disclaimer.
• Grievance Redressal Policy.
• Engagement Letters.
• Service Agreements.
• Project Proposals and Quotations.

If there is any inconsistency between this SLA and a separately executed written agreement, the written agreement will prevail for the relevant engagement.

32. Frequently Asked Questions (FAQs)

Does this SLA guarantee project completion dates?

No. The SLA establishes service targets and operational standards but does not guarantee completion dates where delays arise from client actions, regulatory processes, third-party dependencies, or events beyond MetaBiz’s reasonable control.

How are urgent requests handled?

Requests are prioritised based on urgency, regulatory deadlines, business impact, and the agreed scope of services. Critical matters receive the highest priority.

What happens if additional work is requested?

Additional services outside the agreed scope may require a revised proposal, updated timelines, or additional fees before work begins.

Can service levels vary by project?

Yes. Specific engagements may include customised service levels, response times, or deliverables that take precedence over this general SLA.

How can I raise concerns about service quality?

Clients are encouraged to contact MetaBiz through the official communication channels or follow the process described in our Grievance Redressal Policy or Raise a Complaint page.

33. Contact Information

If you have questions regarding this Service Level Agreement or wish to discuss service expectations, please contact MetaBiz using the official contact details available on our website.

When contacting us, please provide:

• Your full name.
• Company or organisation (if applicable).
• Contact information.
• Relevant project or service reference.
• A clear description of your enquiry or concern.

We will make reasonable efforts to respond within an appropriate timeframe.

34. Final Commitment Statement

At MetaBiz, we are committed to delivering dependable, professional, and client-focused business solutions. This Service Level Agreement reflects our dedication to transparency, accountability, and continuous improvement.

By clearly defining service expectations, responsibilities, and communication standards, we aim to build lasting relationships based on trust, quality, and mutual respect. We regularly review our processes to ensure they remain aligned with evolving business needs, industry standards, and applicable legal requirements.

Service Level Summary