1. Overview
This Service Level Agreement (SLA) outlines the support and availability commitments we provide to users of iX Dev Cloud Services. Our goal is to deliver a reliable, secure, and responsive cloud ERP experience to support your business operations.
2. Support Hours
Our support team is available during regular business hours:
- Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)
- Business Days: Excluding national and company holidays.
Tickets may be submitted at any time, 24/7, via our Customer’s Portal. Responses will be provided during the business hours listed above.
3. Response Times
Support tickets are prioritised based on the nature of the issue. Our standard response times are as follows:
| Priority Level | Description | Initial Response Time |
|---|---|---|
| Standard | Requests that do not significantly impact service, or service outage. | Within 2 business days |
| High | Issues impacting business operations. | 1 business day |
| Critical | Complete service outage or major disruption | 1 Hour |
4. Service Availability
iX Dev Cloud Services is designed to deliver consistent and reliable service. We aim to achieve 99.9% uptime during each calendar month, excluding:
- Scheduled Maintenance: Notice will be provided at least 48 hours in advance.
- Emergency Maintenance: In rare cases, critical maintenance may be conducted with shorter notice.
5. Scheduled Maintenance
Scheduled maintenance is conducted to ensure optimal system performance and security. These maintenance windows will occur outside business hours whenever possible to minimise customer impact.
Notification: We will provide notice at least 48 hours in advance for scheduled maintenance via email and the Support Portal.
6. Data Backup and Recovery
We perform daily backups to safeguard data integrity. Backups follow a standard rotation, with 7 daily full backups retained before overwriting begins.
- Backup Frequency: Daily full backups.
- Retention Policy: 7-day rolling retention.
In the event of a data issue, backup data can be restored to the latest available version within the daily backup cycle.
7. Security
To protect customer data, we implement industry-standard security protocols, including:
- Data Encryption: All data is encrypted in transit and at rest.
- Access Controls: Multi-factor authentication and strict access control measures safeguard our systems.
8. Incident Management
If service interruptions occur, we will promptly notify affected customers and provide regular updates until the issue is resolved. Incident reports are available upon request through the Customer’s Portal within 10 business days following the incident’s resolution.
9. Termination and Data Export
In case of service termination is required, customers may export of their data in a commonly used file formats (PDF / Excel) using application built-in Reports and export functions.
10. Customer Responsibilities
To ensure smooth service and support, customers are responsible for:
- Maintaining their network connectivity and ensuring system access.
- Maintaining their devices current and secure.
- Reporting issues through the Customer’s Portal with relevant details.
- Keeping contact information current to receive incident and maintenance notifications.
Note: This Service level Agreement (SLA) may be updated periodically. Updates will be communicated via our website and will take effect within 30 days of the change.