Uptime and Service Level Agreement (SLA)

Introduction

This document outlines the commitments and expectations established by Minnovation concerning the uptime and service levels of our AlphaX Software. We are steadfast in our dedication to providing our clientele with exceptional service, underscored by high standards of reliability and responsiveness.

Uptime Guarantee

Tiered Uptime Levels

Minnovation guarantees various levels of uptime for our customers, emphasising our commitment to maintaining a reliable and steadfast service. The following are the different levels of guaranteed uptime:

1. Pro Tier: 99.99% Uptime – Premium reliability with minimal disruptions, offering almost uninterrupted service.
2. Standard Tier: 99.9% Uptime – High reliability designed for critical business operations.

Compensation Policy

In the event that we are unable to meet the guaranteed uptime levels, customers may be eligible for compensation, calculated as a percentage of their monthly bill corresponding to the downtime experienced. The compensation is capped at the total value of the customer’s monthly fee, and is not extendable to cover any other potential business impacts or losses. The following structure outlines the compensation scheme:

– Below 99.9% but above 99.0%: Compensation of up to 10% of the monthly fee.
– Below 99.0% but above 98.0%: Compensation of up to 20% of the monthly fee.
– Below 98.0%: Compensation of up to 100% of the monthly fee.

Response Times

Support and Bug Fixes

Our support team is committed to maintaining an agile and responsive service standard:

– General Inquiries: All support requests will receive a response within a 4-hour window.
– Bug Fixes: Our technical team endeavours to address and rectify software bugs within a 72-hour timeframe. However, due to the possible complexity of certain issues, some fixes might necessitate a more extended period for resolution.

Exclusions

While we strive to maintain optimal service levels, there are instances where this agreement does not apply. These exclusions include:

1. Force Majeure: Events beyond Minnovation Technologies’ control, such as natural disasters, wars, or governmental actions.
2. Scheduled Maintenance: Pre-planned service interruptions for maintenance, updates, or upgrades, of which customers will be notified in advance.
3. User Misuse: Disruptions caused by misuse or strain on the system from the customer’s end.
4. Third-Party Interference: Interferences or disruptions originating from third-party services or network providers.
5. Hardware Failures: Issues arising due to hardware malfunctions or failures.

Please note that this SLA does not apply to downtime or disruptions directly resulting from any of the mentioned exclusions.

We appreciate your understanding and cooperation, and we remain steadfast in our commitment to providing you with exceptional service. Thank you for choosing Minnovation Technologies.

Note: This document is effective from the date of the AlphaX Software activation and is subject to changes with prior notice.