Service Level Agreement (SLA) Policy

Effective Date: January 12, 2026

  1. General Overview

This Service Level Agreement (“SLA”) defines the level of service, support availability, and performance guarantees provided by Apexx Technologies to Clients holding an active SaaS Subscription or Annual Maintenance Contract (AMC).

  1. Service Availability (Uptime)

We utilize enterprise-grade infrastructure (AWS, Cloudflare) to ensure maximum availability.

  • Uptime Target: We strive for a service availability of 99.9% during any monthly billing cycle.
  • Monitoring: Uptime is measured by our internal monitoring systems.

Exclusions (Downtime not counted):

  • Scheduled Maintenance (communicated 24 hours in advance).
  • Force Majeure events (Natural disasters, Government restrictions).
  • Outages caused by Third-Party Providers (e.g., AWS Region failure, Cloudflare DNS outage).
  • Downtime caused by Client errors (e.g., breaking code, invalid DNS settings).
  1. Support Response Times

When you submit a support ticket via [email protected], we prioritize issues based on Severity Levels.

Severity Level

Description

Initial Response Time

Resolution Target

Critical (Sev 1)

System Down. Website is inaccessible, or Payment Gateway is broken. Critical business impact.

< 4 Business Hours

< 24 Hours

High (Sev 2)

Major Functionality Broken. A specific feature (e.g., contact form) is not working, but the site is live.

< 24 Hours

< 48 Hours

Normal (Sev 3)

Minor Issue. Cosmetic changes, questions, or non-critical bugs.

< 48 Hours

3-5 Business Days

  • Support Hours: Monday to Friday, 10:00 AM – 7:00 PM IST.
  • Note: Critical (Sev 1) issues are monitored outside of business hours on a best-effort basis.
  1. Backup & Data Recovery
  • SaaS Clients: We perform daily automated backups of the database and weekly backups of files.
  • Custom Hosting Clients: Backups are performed as per the specific terms in your SOW/AMC contract.
  • Restoration: In the event of data corruption, we provide 1 Free Restoration per month. Additional restorations caused by Client error are billable.
  1. Maintenance & Updates

Apexx Technologies is responsible for keeping the core software infrastructure secure.

  • Security Patches: Critical security patches (WordPress Core, PHP versions) are applied within 72 hours of release.
  • Plugin Updates: Routine updates are performed monthly to ensure compatibility.
  1. Service Credits

If we fail to meet the 99.9% Uptime guarantee in a given month (excluding the “Exclusions” listed in Section 2), eligible SaaS clients may request a Service Credit.

  • Credit Amount: 5% of the monthly fee for every 1% of downtime below the threshold, capped at 30% of the monthly fee.
  • Claim Process: Credits must be requested via email within 7 days of the incident. Credits are applied to the next billing cycle and are not refundable as cash.
  1. Client Responsibilities

To ensure this SLA is met, the Client agrees to:

  • Not grant administrative access to unauthorized third parties.
  • Report issues immediately with detailed reproduction steps.
  • Maintain active payment status (SLA is void if invoices are overdue).