SERVICE LEVEL AGREEMENT (SLA)

This Service Level Agreement (SLA) is made between:

1. Purpose

This SLA outlines the level of service expected from the Service Provider, including response times, support availability, and performance standards for the services provided to the Client.

2. Services Covered

The following services are covered under this agreement:

• Managed IT Providers
• IT Consulting
• Cybersecurity Solutions
• Managed Cloud
• Website Development
• Social Media Management
• SEO Optimization
• Network & Infrastructure Management
• Software Development & Maintenance

3. Service Availability

• The Service Provider commits to 50% uptime for hosted or managed services.
• Regular maintenance and updates will be scheduled with prior notice to the Client.
• Emergency maintenance may be conducted with minimal disruption.

4. Support & Response Times

The Service Provider will provide the following levels of support:

Issue Type	Response Time	Resolution Time
System downtime, security breaches	Within 1/2 hours	Within 1/2 hours
Major functionality impacted, but system is 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 agreed upon

 

Support is available 24/7

Clients can contact support via email, phone, ticketing system, etc.

Responsibilities

Service Provider Responsibilities:

Provide reliable, high-quality IT services as agreed.

Maintain system security and data confidentiality.

Resolve issues within the agreed response times.

Client Responsibilities:

Provide timely access to necessary information, systems, and personnel.

Report issues using the designated support channels.

Comply with the agreed-upon payment and service terms.

Performance Metrics

Uptime Guarantee: 50% availability per month.

Issue Resolution Rate: 50% of reported issues resolved within SLA timeframes.

Customer Satisfaction: Regular feedback surveys with a target satisfaction score of 50% or higher.

Escalation Process

If an issue is not resolved within the specified time, it will be escalated as follows:

Level 1: Assigned IT Support Specialist

Level 2: IT Support Manager

Level 3: Senior Technical Officer / Company Management

Service Exclusions

This SLA does not cover:

Issues caused by the Client’s own hardware/software failures or third-party services.

Unscheduled downtime due to force majeure events (e.g., natural disasters, cyberattacks).

Unauthorized modifications by the Client or third parties.

Amendments & Review

This SLA will be reviewed annually to ensure service quality and improvements.

Any changes will be communicated in writing and require mutual agreement.

 

Governing Law

This SLA shall be governed by the laws of Sri Lanka. Any disputes will be handled through mediation/arbitration/legal jurisdiction.