Service Level Agreement

1. Purpose and Eligibility

This Service Level Agreement describes the general availability and support framework for eligible paid services where an SLA is expressly included in the applicable quotation, invoice, statement of work, service plan, or written agreement.

This SLA does not apply automatically to every service. Trial services, free services, beta features, consulting deliverables, third-party services, customer-managed software, unsupported configurations, development environments, and services suspended for non-payment or policy breach are excluded unless agreed in writing.

2. Definitions

Availability means the ability of the eligible service component under TechSynix Innovations direct operational control to respond materially as intended, excluding customer applications, customer networks, third-party systems, DNS propagation, internet-wide routing issues, and excluded events.

Downtime means a confirmed period during which the eligible service is unavailable due to a fault within TechSynix Innovations direct control. Maintenance Window means scheduled or emergency work performed to preserve, update, secure, migrate, repair, or improve services.

Service Credit means a billing credit, if approved, applied to a future invoice for the affected eligible service. Service Credits are not cash refunds unless required by law or expressly agreed in writing.

3. Support Response Targets

Support response targets, if any, measure the time to initial human acknowledgement or triage, not guaranteed resolution. Resolution depends on issue complexity, customer cooperation, vendor response, logs, access, maintenance needs, parts availability, and whether the issue is inside TechSynix Innovations control.

Emergency issues involving major service unavailability, suspected compromise, active abuse, or critical infrastructure risk may be prioritized. Routine configuration changes, consultation, migrations, feature requests, and third-party issues may be handled according to the applicable support plan.

4. Customer Duties for SLA Coverage

Customers must keep accounts paid, maintain accurate contacts, report incidents promptly through official support channels, provide logs and access where needed, follow technical instructions, avoid unsupported changes, and maintain secure, updated customer-side systems.

Customers must not create or worsen incidents through misconfiguration, excessive load, abusive traffic, unauthorized testing, insecure scripts, license failures, expired domains, DNS mistakes, firewall changes, or refusal to cooperate. Such events are excluded from SLA calculations.

5. Maintenance and Emergency Work

Planned maintenance may be announced in advance where practical. Emergency maintenance may occur without prior notice where required for security, stability, vendor instructions, legal compliance, data protection, hardware risk, network risk, or urgent repair.

Maintenance periods, migrations, upgrades, patching, reboots, failover testing, capacity work, and security response are excluded from Downtime unless an Order Document expressly states otherwise.

6. Exclusions

SLA commitments do not apply to force majeure events, upstream provider outages, internet routing issues, denial-of-service attacks, cyberattacks, customer content or application failures, customer-side network problems, DNS or domain issues, registrar problems, third-party software, vendor suspension, license failures, abuse mitigation, legal holds, KYC review, non-payment, or policy violations.

SLA commitments also exclude outages caused by customer instructions, customer administrators, weak credentials, malware, unpatched software, unsupported operating systems, overloaded applications, storage exhaustion caused by customer data, or failure to purchase required redundancy.

7. Service Credit Process

To request a Service Credit, the customer must submit a written claim through official support or email within seven (7) days of the incident, identifying the affected service, date, time, impact, supporting logs, and ticket references.

Approved Service Credits are limited to the affected eligible service and may not exceed the monthly recurring fee for that service for the affected billing period. Credits are the exclusive remedy for SLA failure and cannot be transferred, converted to cash, or applied to unrelated accounts unless TechSynix Innovations agrees in writing.

No credit is available where the customer has unpaid invoices, has breached policy, failed to cooperate, submitted inaccurate information, or caused or contributed to the incident.

8. No Absolute Guarantee

The SLA is a service management framework and not a guarantee of uninterrupted operation, complete security, data integrity, business continuity, or specific business outcomes.

Customers requiring high availability, disaster recovery, geographic redundancy, advanced monitoring, compliance controls, or dedicated support must purchase and maintain an architecture designed for those needs.

9. Contact and SLA Claims

Official contact: TechSynix Innovations, India. Email: info@techsynixinnovations.in. Phone: +91 8938079835.

For faster handling, include the customer name, company name, invoice number, order ID, service ID, domain name, IP address, ticket reference, payment proof, and a concise description of the request where applicable.

Client portal: https://crm.techsynixinnovations.in/. Notices sent through unofficial social media accounts, personal numbers, or unverified senders may not be treated as formal notices.