Effective Date: 01/01/2025
Location: Mumbai, Maharashtra, India
This Service Level Agreement (SLA) defines the level of service provided by Intech Matrix (“Service Provider”) to Enterprise Clients (“Client”) for ongoing maintenance, support, and system performance.
🎯 1. Service Scope
This SLA covers:
- Website & Application Maintenance
- SaaS Platforms & API Management
- AI Systems & Automation Support
- Security Monitoring & Updates
- Performance Optimization & Monitoring
- Bug Fixes & Incident Resolution
⏱️ 2. Service Availability (Uptime)
- Guaranteed Uptime: 99.5% – 99.9%
- Scheduled maintenance will be notified in advance
- Downtime excludes third-party service failures
🚨 3. Incident Priority Levels
| Priority | Issue Type | Response Time | Resolution Time |
|---|---|---|---|
| Critical | System down / major failure | 1–2 hours | 4–12 hours |
| High | Major functionality issue | 2–4 hours | 12–24 hours |
| Medium | Partial issue / bug | 6–12 hours | 24–48 hours |
| Low | Minor issue / request | 24 hours | 2–5 days |
⚙️ 4. Support Hours
- Standard Support: Mon – Sat, 9:00 AM – 5:00 PM
- Priority / Enterprise Support: 24/7 (as per plan)
🔐 5. Security & Data Protection
- Regular security patches and updates
- Continuous monitoring for vulnerabilities
- Secure API and data handling practices
- Backup and recovery protocols
📊 6. Performance Monitoring
- Regular system health checks
- Optimization for speed and efficiency
- Monitoring tools for uptime and load performance
🔄 7. Maintenance & Updates
- Scheduled updates and improvements
- Bug fixes and system enhancements
- Compatibility updates for third-party integrations
💳 8. Service Credits (If SLA Not Met)
If uptime or response commitments are not met:
- 5%–10% service credit for minor SLA breach
- 10%–25% credit for major SLA breach
(Applicable as per contract terms)
❌ 9. Exclusions
This SLA does not cover:
- Third-party outages (hosting, APIs, etc.)
- Client-side issues or unauthorized changes
- Force majeure events (natural disasters, etc.)
🤝 10. Client Responsibilities
- Provide timely access, approvals, and feedback
- Maintain valid licenses for third-party tools
- Ensure proper use of delivered systems
🚫 11. Termination
Either party may terminate the SLA with written notice.
All outstanding payments must be cleared.
📞 12. Contact & Escalation
For support and escalation:
- 📩 Email: myintechsol@gmail.com
- 📩 Email: contact@intechmatrix.com
- 📍 Location: Mumbai, Maharashtra, India
✍️ Acceptance
By entering into a service agreement, the client agrees to this SLA.
👉 Enterprise-grade reliability, performance, and support — powered by Intech Matrix.