xcPEP SLA Policy

Service Level Agreement (SLA) Policy for xcPEP SaaS Platform

 

1. Introduction

This Service Level Agreement ("SLA") policy outlines the uptime commitment, support services, and remedies provided by Advanced Structures India Private Limited for its xcPEP SaaS platform. This policy aims to ensure transparency and accountability in our service delivery.

This SLA applies to all customers utilizing the xcPEP production environment.

2. Service Availability

Advanced Structures India Private Limited commits to an annual uptime of at least 99.9% for the xcPEP service.

Service availability is measured by our internal monitoring systems, which track the accessibility of the core application functionalities from our cloud hosting environment. Uptime calculation excludes periods of scheduled maintenance and force majeure events.

Calculation Method: Monthly Uptime Percentage = (Total Minutes in Month – Downtime Minutes) / Total Minutes in Month x 100.

3. Scheduled Maintenance

We provide customers with a minimum of 7 days advance notice for all scheduled maintenance activities that may result in service unavailability. Notifications will be sent via email to designated contacts and posted on our status page.

Scheduled maintenance is typically performed during off peak hours to minimize disruption.

Scheduled maintenance periods are excluded from the calculation of service availability.

4. Exclusions from Uptime Calculation

The following events are not considered downtime for the purpose of this SLA:

  • Any downtime caused by factors outside of Advanced Structures India Private Limited's reasonable control (e.g., force majeure events, internet access or related problems beyond the demarcation point of the xcPEP network).
  • Customer's acts or omissions, including any non-compliance with the AUP or other policies.
  • Outages that result from the customer's equipment, software, or other technology.
  • Suspension or termination of service for reasons permitted in the Master Service Agreement.
  • Third-party services outages (e.g., AWS global outages, beyond Advanced Structures India Private Limited's direct control).

5. Customer Support

Customers can access support via our dedicated email address [email protected]

Support Hours:

  • Critical Issues (Severity 1): 24x7x365.
  • High/Medium/Low Issues (Severity 2, 3, 4): Standard business hours, Monday-Friday, 9 AM - 6 PM IST.

Response Times:

  • Severity 1 (Critical): Initial response within 1 hour.
  • Severity 2 (High): Initial response within 4 hours.
  • Severity 3 (Medium): Initial response within 8 business hours.
  • Severity 4 (Low): Initial response within 24 business hours.

Severity Definitions:

  • Severity 1 (Critical): Service is down or critically impaired, affecting all users or key functionalities, with no workaround.
  • Severity 2 (High): Significant functionality is unavailable, affecting a large number of users, with a partial or no workaround.
  • Severity 3 (Medium): Non-critical functionality is impacted, affecting some users, or a workaround exists.
  • Severity 4 (Low): Minor issues, cosmetic defects, or general questions with no significant business impact.

6. Service Credits

If the actual monthly uptime for xcPEP falls below the committed SLA, customers may be eligible for service credits, calculated as a percentage of the monthly subscription fees for the affected service.

  • [Example: 99.0% - 99.9% Uptime: 5% credit]
  • [Example: Below 99.0% Uptime: 10% credit]

To receive a service credit, customers must submit a claim to Advanced Structures India Private Limited support within 15 days of the end of the month in which the SLA breach occurred.

Service credits are the sole and exclusive remedy for any downtime or unavailability. The maximum aggregate amount of credits issued in a single month shall not exceed 100% of the customer's monthly subscription fee.

7. Dispute Resolution

Any disputes regarding this SLA will be resolved in accordance with the dispute resolution provisions outlined in the Master Service Agreement.

8. Policy Review and Updates

This SLA policy is reviewed annually and updated as necessary. Significant changes will be communicated to customers with advance notice.