Service Level Agreement (SLA)

Effective 26 September 2024

• This Service Level Agreement (SLA) outlines the terms and conditions for services provided by FixarHost Ltd (herein “we”, “us”, “our”). This document aims to define the service standards, responsibilities, and guarantees to ensure a high-quality experience for our customers.

1. Introduction

• This Service Level Agreement outlines the scope, quality, and responsibilities regarding the services provided by FixarHost Ltd ("Service Provider") to its users ("Clients").

2. Service Availability

• We commit to providing a service uptime of 99.9% per calendar month, excluding scheduled maintenance and force majeure events.

3. Scheduled Maintenance

• Scheduled maintenance will be communicated to clients at least 48 hours in advance and will typically be conducted during off-peak hours to minimize disruption.

4. Support

• Clients will have access to customer support 24 hours a day, 7 days a week (24/7). Support requests will be addressed as promptly as possible regardless of the time of submission.

5. Incident Response and Resolution

Response Time: Critical issues will receive an initial response within 1 hour during business hours.

Resolution Time: We aim to resolve critical issues within 24 hours. Non-critical issues will be handled as per priority and complexity.

6. Performance Metrics

• We monitor key performance indicators to ensure service quality, including server response time, latency, and error rates. Regular reports can be provided upon request.

7. Client Responsibilities

• Clients agree to use the service in accordance with the Acceptable Use Policy and provide accurate information necessary for service delivery.

8. Limitations and Exclusions

• The SLA does not cover issues caused by factors beyond our control, including but not limited to internet outages, third-party services, or client-side hardware/software problems.

9. Compensation

• In the event of service downtime exceeding the committed uptime, clients may be eligible for service credits or refunds as outlined in the compensation policy.

10. Changes to SLA

• We reserve the right to update or modify this SLA. Clients will be notified of significant changes in a timely manner.

11. Contact Information

• For support or questions regarding this SLA, please contact us at [email protected]