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Service Level Agreement

Service Level Agreement (SLA)

Effective Date: 15.11.2024

This Service Level Agreement (SLA) outlines the performance standards and responsibilities for the services provided by LockdownSoft Technology via cloud.lockdownsoft.tech. By using our services, you agree to the terms defined in this SLA.

1. Service Commitment

LockdownSoft is committed to delivering reliable, secure, and high-performance services, ensuring:

  • Uptime: A minimum of 99.9% service availability annually, excluding scheduled maintenance or unforeseen events.
  • Support: Prompt customer support during operational hours to address technical issues or inquiries.

2. Scope of Services

This SLA applies to the following services:

  • Cloud-based solutions, including custom server deployments.
  • ERP system hosting and management.
  • Custom software hosted on our infrastructure.

3. Maintenance and Downtime

  • Scheduled Maintenance: Maintenance windows will be communicated at least 48 hours in advance.
  • Unscheduled Downtime: In the event of unforeseen outages, we aim to resolve issues within a reasonable timeframe, with updates provided regularly.

4. Responsibilities of LockdownSoft Technology

  • Ensure systems are regularly updated and maintained to prevent security vulnerabilities.
  • Monitor performance and proactively address potential service disruptions.
  • Provide backups and data recovery mechanisms, where applicable.

5. Responsibilities of the Client

  • Report issues promptly to our support team via email or the support portal.
  • Use services in compliance with our Terms of Service and Acceptable Use Policy.
  • Maintain secure access credentials and notify us of any unauthorized access.

6. Support Response Times

We strive to address support tickets within the following timeframes:

  • Critical Issues: Initial response within 1 hour.
  • High Priority: Initial response within 4 hours.
  • Standard Requests: Initial response within 24 hours.

7. Exclusions

This SLA does not cover:

  • Issues caused by user misconfiguration or misuse.
  • Downtime resulting from third-party services or external networks.
  • Force majeure events, such as natural disasters or government actions.

8. Remedies

In cases where service levels fall below the stated commitments, clients may be eligible for compensation, such as service credits. Eligibility is determined on a case-by-case basis.

9. Changes to This SLA

LockdownSoft Technology reserves the right to modify this SLA. Clients will be notified of significant changes in advance.

Contact Us
For SLA-related inquiries or to report issues, please contact:
Email: support@lockdownsoft.tech
Website: cloud.lockdownsoft.tech

Including a Service Level Agreement establishes clear expectations and builds trust with your clients.