Agreement Purpose
This SLA is mutually enacted to outline expectations regarding issue response intervals, ongoing technical support availability, and key platform metrics across all provisions.
Covered Services Ecosystem
- Managed IT Providers
- IT Consulting
- Cybersecurity Solutions
- Managed Cloud
- Website Development
- Social Media Management
- SEO Optimization
- Network & Infrastructure Management
- Software Development & Maintenance
Service Availability & Targets
Regular optimization and patches will be deployed with prior notice to the Client. Emergency server patching or system adjustments may be conducted with minimal operational disruption.
Availability guarantee measured monthly.
Of reported issues fixed within timeframe.
Target satisfaction on feedback loops.
Support Response Matrices
| Issue Parameters & Severity | Response Target | Resolution Target |
|---|---|---|
| System downtime, security breaches | Within 1/2 hours | Within 1/2 hours |
| Major functionality impacted, but system operational | Within 1/2 hours | Within 1/2 hours |
| Minor issues, performance degradation | Within 1/2 hours | Within 1/2 hours |
| General inquiries, requests for minor changes | Within 1/2 hours | As mutually agreed |
Service Provider Responsibilities
- Provide reliable, high-quality digital architectures as agreed.
- Maintain rigorous system layer security and comprehensive data confidentiality.
- Settle and resolve engineering obstacles inside defined timeframes.
Client Responsibilities
- Provide timely access to necessary operational systems, data frameworks, and personnel.
- Report encountered system anomalies using designated active channels.
- Comply with all agreed-upon billing schedules and programmatic terms.
Tiered Escalation Procedures
Service Exclusions Framework
This contractual SLA framework explicitly does not cover performance deviations stemming from:
- Issues caused directly by Client hardware/software faults or independent third-party services.
- Unscheduled service downtime metrics caused by force majeure instances (e.g., natural disruptions, cyberattacks).
- Unauthorized codebase modifications or data adjustment runs conducted by the Client or external agents.
Review Schedule
This agreement undergoes structural compliance reviews annually to ensure overall quality benchmarks remain maximized. Written consent is required for revisions.
Governing Jurisdiction
This operational document is bound to and governed strictly under the legal frameworks and laws of Sri Lanka. Dispute points are managed via official mediation or arbitration.