Shipping & Delivery Policy

Service Level Agreement (SLA)

This Service Level Agreement ("SLA") defines the support standards, response times, service commitments, and responsibilities between [Company Name] ("Service Provider") and its customers ("Client") for IT software, hardware, cloud, networking, and technical support services.

1.Scope of Services

This SLA applies to the following services:

• Custom Software Development
• ERP & CRM Solutions
• Website & Mobile App Development
• Cloud Services
• IT Consulting
• Server Installation & Management
• Network Infrastructure
• CCTV & Biometric Systems
• Hardware Supply & Maintenance
• Annual Maintenance Contracts (AMC)
• Technical Support Services

2.Support Hours

3.Incident Priority Levels

4.Support Channels

Clients can request support through:

• Email Support
• Phone Support
• WhatsApp Support
• Remote Desktop Assistance
• Online Ticket System
• On-site Support (where applicable)

5.Service Availability

We aim to maintain:

• 99.9% service availability for hosted and cloud-based services (excluding scheduled maintenance and force majeure events).
• Planned maintenance will be communicated in advance whenever possible.

6.Client Responsibilities

The Client agrees to:

• Provide accurate technical information and access when required.
• Maintain valid software licenses.
• Perform regular data backups unless backup services are included in the agreement.
• Report issues promptly with sufficient details for troubleshooting.

7.Exclusions

This SLA does not cover:

• Damage caused by misuse or unauthorized modifications.
• Third-party software or hardware issues outside our control.
• Internet or ISP outages.
• Power failures, natural disasters, or force majeure events.
• Virus or malware infections caused by unsafe user practices.
• Delays due to incomplete information or lack of client cooperation.

8.Hardware Warranty

• Hardware products are covered by the manufacturer's warranty.
• Installation and configuration support is provided according to the purchased service package or AMC.
• Warranty claims are subject to the manufacturer's terms and conditions.

9.Software Support

Support includes:

• Bug fixes
• Performance optimization
• Configuration assistance
• Security updates (where applicable)
• Technical guidance

Requests for new features or major enhancements may require a separate quotation.

10.Scheduled Maintenance

Routine maintenance may be performed to improve system performance and security. Wherever possible, maintenance will be scheduled during non-business hours, and advance notice will be provided.

11.Service Credits

If specific uptime commitments are not met under a written hosting or managed service agreement, eligible clients may receive service credits as defined in their contract. Service credits are the sole remedy unless otherwise agreed in writing.

12.Confidentiality

All customer information, business data, and project-related materials will be treated as confidential and handled in accordance with our Privacy Policy and applicable laws.

13.Limitation of Liability

The Company's total liability under this SLA shall not exceed the fees paid by the Client for the affected services during the preceding three months. We are not liable for indirect, incidental, consequential, or loss-of-profit damages.

14.Amendments

We reserve the right to modify this SLA at any time. Updated versions will be published on our website and will become effective upon publication.

Our goal is to deliver reliable, secure, and high-quality IT solutions with timely support, transparent communication, and a commitment to customer satisfaction.