Service level agreement (SLA)

Service level agreement (SLA)

This Service Level Agreement (SLA) sets out the key performance indicators (KPIs) by which the Imelda SaaS solution is measured. If Imelda does not achieve and maintain the KPIs outlined in this SLA, the Customer may be eligible for a Service Credit against future fees payable.

Imelda may update or amend this SLA from time to time. New and previous versions will be available online. Any material changes to the KPIs in the SLA will be managed through the contract change process outlined in the Agreement.

1. Service Availability (Uptime Commitment)

The Service Provider commits to maintaining 99% system uptime on a monthly basis.

Uptime is defined as the time the production system is available and accessible to the Client.
Downtime refers to unplanned service interruptions, excluding:

Scheduled maintenance (with prior intimation)
Force majeure events
Internet or third-party service failures beyond the Service Provider’s control

2. Support Services & Turnaround Time (TAT)

The Service Provider shall provide technical and operational support with a maximum turnaround time (TAT) of 100 hours from the time a valid support request is received.

The TAT applies during official working hours and working days only.
Requests raised outside working hours will be treated as received on the next working business day.

3. Support Channels & Working Hours

Support services will be provided through the following channels:

Email Support

Support Availability:

Working Days: Monday to Friday
Working Hours: 11:00 AM to 6:30 PM
Non-Working Days:

Saturdays
Sundays
Declared Government Holidays

Support requests received outside the above hours or on non-working days will be addressed on the next working day.

4. Exclusions

This SLA does not apply to delays, issues, or downtime caused by:

Client-side changes or misconfigurations
Unauthorized access or misuse of the platform
Third-party tools, integrations, or services
Force majeure events (including but not limited to natural disasters, regulatory actions, or network outages)

5. Miscellaneous

Service Credits are the sole remedy available to Customers for SLA breaches.
Service Credits cannot be exchanged for cash or refunds.
This SLA does not apply to downtime caused by factors outside Imelda’s control, including but not limited to force majeure events, third-party service failures, and scheduled maintenance.

This SLA is an integral part of the Customer’s Agreement with Imelda and is subject to the terms therein.