Infrastructure Reliability & Support

Service Level Agreement (SLA)

This Service Level Agreement defines service availability targets, operational commitments, support response expectations, infrastructure handling procedures, and limitation terms for eligible services provided by Techsynix Innovations.

1. Service Availability

Techsynix Innovations targets commercially reasonable infrastructure availability for eligible cloud, VPS, dedicated server, cybersecurity, and managed infrastructure services.

  • Target uptime for eligible infrastructure services is 99.9% monthly network availability.
  • Availability calculations are determined using internal operational monitoring systems.
  • SLA applies only to eligible paid services unless otherwise agreed in writing.
Techsynix does not guarantee uninterrupted service availability under all circumstances due to the inherent nature of internet-connected infrastructure and third-party dependencies.

2. Support Scope

Support coverage varies depending on:

  • Service category
  • Managed vs unmanaged infrastructure
  • Purchased support plans
  • Infrastructure complexity
  • Security incidents

Unless explicitly agreed otherwise:

  • Unmanaged services do not include application-level administration.
  • Customers remain responsible for server management, software configuration, patching, backups, and application security.

3. Support Response Times (TAT)

Techsynix targets a minimum initial response time of 30 minutes for eligible support requests.

Actual resolution timelines may vary depending on:

  • Issue severity
  • Infrastructure complexity
  • Third-party dependencies
  • Security incidents
  • Vendor coordination
  • Abuse investigations
  • Hardware replacement requirements
Priority Level Example Target Initial Response
Critical Infrastructure outage / inaccessible server Within 30 Minutes
High Performance degradation / security incident Within 1 Hour
Medium Configuration assistance / operational issues Within 4 Hours
Low General queries / advisory requests Commercially Reasonable Basis
Response times represent initial acknowledgement targets and do not guarantee complete issue resolution within the same timeframe.

4. Maintenance Windows

Techsynix may perform:

  • Scheduled maintenance
  • Emergency maintenance
  • Security patching
  • Infrastructure upgrades
  • Network optimization
  • Abuse mitigation activities

Maintenance activities may temporarily affect availability, connectivity, routing, or performance.

Techsynix will attempt commercially reasonable advance notification where operationally practical.

5. Service Credits

Where applicable and approved by Techsynix, verified SLA breaches may result in limited service credits.

  • Service credits are non-transferable.
  • Service credits have no cash value.
  • Credits may not exceed the fees paid for the affected service period.
  • Credits constitute the sole and exclusive remedy for SLA-related claims.
Techsynix reserves sole discretion in determining SLA eligibility, outage classification, and applicable compensation.

6. SLA Exclusions

The following are excluded from SLA calculations:

  • Scheduled maintenance
  • Emergency maintenance
  • Customer misconfiguration
  • Application bugs
  • Software defects
  • Cyberattacks
  • DDoS incidents
  • Abuse mitigation actions
  • Upstream provider failures
  • Internet instability
  • Third-party outages
  • DNS propagation
  • Hardware vendor delays
  • Customer-caused outages
  • Force majeure events

7. Monitoring & Verification

Techsynix reserves the right to determine SLA compliance using:

  • Internal monitoring systems
  • Infrastructure analytics
  • Security logs
  • Operational records
  • Network telemetry
  • Infrastructure diagnostics

Third-party monitoring tools or customer-side monitoring may not be considered authoritative for SLA calculations.

8. Abuse, Security & Infrastructure Protection

Techsynix may temporarily restrict, isolate, filter, null-route, suspend, or terminate services where reasonably necessary to:

  • Protect infrastructure stability
  • Mitigate cyberattacks
  • Contain abuse
  • Protect upstream providers
  • Enforce Company policies
  • Respond to legal obligations
Security mitigation actions implemented to protect infrastructure integrity shall not constitute SLA violations.

9. Limitation of Liability

To the maximum extent permitted by applicable law, Techsynix shall not be liable for:

  • Indirect damages
  • Business interruption
  • Lost profits
  • Lost revenue
  • Cyber incidents
  • Data loss
  • Reputational harm
  • Third-party outages
  • Internet instability
  • Consequential damages

The maximum aggregate liability relating to SLA claims shall never exceed the amount paid for the affected service period.

10. Policy Modifications

Techsynix reserves the right to:

  • Modify SLA terms
  • Update support targets
  • Adjust operational procedures
  • Revise infrastructure policies
  • Change service classifications

Updated versions become effective immediately upon publication on official Techsynix platforms.

By purchasing, provisioning, activating, testing, paying for, or continuing to use Techsynix Services, you acknowledge that you have read, understood, and agreed to this Service Level Agreement.