SERVICE LEVEL AGREEMENT

This Service Level Agreement ("SLA") is between F.A8S ("Provider") and the client ("Client") and defines the level of service expected from the Provider. This SLA forms part of the overall agreement between the Provider and the Client.

The Provider guarantees a service availability of 99.9% measured on a monthly basis, excluding scheduled maintenance windows. This equates to a maximum of 43.8 minutes of downtime per month.

Service availability is calculated using the following formula:

Availability = (Total Time - Downtime) / Total Time × 100%

The Provider will perform scheduled maintenance during off-peak hours, typically between 10:00 PM and 4:00 AM PST. The Provider will notify the Client at least 48 hours in advance of any scheduled maintenance that may affect service availability.

The Provider commits to the following response times based on issue severity:

• Critical Issues: Response within 1 hour, resolution or workaround within 4 hours
• High Priority Issues: Response within 4 hours, resolution or workaround within 8 hours
• Medium Priority Issues: Response within 8 hours, resolution or workaround within 24 hours
• Low Priority Issues: Response within 24 hours, resolution or workaround within 72 hours

If the Provider fails to meet the service availability guarantee, the Client will be eligible for service credits according to the following schedule:

• Monthly Availability between 99.0% and 99.9%: 10% of monthly fee as service credit
• Monthly Availability between 95.0% and 98.9%: 25% of monthly fee as service credit
• Monthly Availability below 95.0%: 50% of monthly fee as service credit

To receive service credits, the Client must submit a request within 30 days of the end of the month in which the service availability guarantee was not met. Service credits will be applied to the next billing cycle.

The service availability guarantee does not apply to:

• Scheduled maintenance windows
• Issues resulting from Client's equipment, software, or connectivity
• Force majeure events
• Suspension or termination of services in accordance with the agreement

The Provider offers support through the following channels:

• Email: support@fa8s.in
• Phone: +91 99 6469 5233 (available 24/7 for critical issues)
• Support Portal: support.fa8s.in

The Provider reserves the right to modify this SLA with 30 days' notice to the Client. The Client will be notified of any changes via email.

If you have any questions about this SLA, please contact us at: