Service Level Agreement (SLA)

While specific performance metrics may vary based on the nature of the service (e.g., integration speed, data processing time), theIntegrix.in strives to provide efficient and responsive Services. We continuously monitor our systems and infrastructure to optimize performance.

• Exclusions from Uptime Calculation

  Uptime calculation excludes downtime caused by:

  • Scheduled maintenance (with prior notice).
  • Force Majeure events (e.g., natural disasters, acts of war, terrorism).
  • Client-side issues (e.g., client's network connectivity, client's equipment failure).
  • Third-party service failures outside of theIntegrix.in's direct control.
  • Any actions or inactions by the client that cause service interruption.

theIntegrix.in provides technical support to assist users with inquiries and issues related to the Services.

• Support Channels
  • Email Support: contact@theintegrix.in (primary channel for general inquiries and technical issues).
  • Online Ticketing System: ***under development. should be up soon.***.
• Response Times

  We commit to the following initial response times for support inquiries:

  • Critical Issues (Service Down, Major Impairment): Within 2 hours during business hours
  • High Priority Issues (Significant Impairment, Functionality Issues): Within 4 business hours.
  • Medium Priority Issues (Minor Bugs, Feature Questions): Within 2 business days.
  • Low Priority Issues (General Inquiries, Suggestions): Within 4 business days.
• Support Scope

  Our support covers issues directly related to the functionality and availability of theIntegrix.in Services. It does not include:

  • Support for third-party software or systems not provided by theIntegrix.in
  • Consulting on client-side network or hardware issues.
  • Custom development or extensive configuration beyond standard setup.

theIntegrix.in may perform scheduled maintenance to ensure the optimal performance, security, and updates of our Services.

• We will provide advance notice of at least 24 hours for any scheduled maintenance that may cause significant service interruption.
• Maintenance will typically be scheduled during off-peak hours to minimize disruption.

If theIntegrix.in fails to meet the 99.9% monthly uptime commitment, eligible users may be entitled to a service credit.

The terms and conditions for such credits, including the calculation method and claim process, will be detailed in your specific service agreement or contract. This section of the policy may vary based on specific service agreements.

We implement regular data backup procedures to protect against data loss. While we take reasonable measures, it is ultimately the client's responsibility to back up their own critical data, where applicable.

theIntegrix.in reserves the right to modify this SLA from time to time. Any material changes will be communicated to users in advance through the Site or via email.