Draft — pending legal review. Response times, credit bands, exclusions and claim procedure are proposed placeholders, not approved contractual terms.
Service level agreement
Monthly availability targets
Business
99.5%
Enterprise
99.9%
Measurement method, covered services and approved maintenance exclusions require legal review. Public status shows sampled observations and does not prove contractual uptime.
Support coverage
Sun–Thu 9:00–18:00 Dhaka time.
Enterprise: 24x7 for Enterprise severity 1.
Initial response targets — proposed
| Severity | Business | Enterprise |
|---|---|---|
| 1 — Service unavailable | 4 support hours | 1 hour, 24x7 |
| 2 — Major impairment | 8 support hours | 4 support hours |
| 3 — Limited impairment | 2 support days | 1 support days |
| 4 — General request | 5 support days | 3 support days |
All response times above are placeholders for legal review. A response is acknowledgement and triage, not a resolution deadline.
Service credits — legal-review placeholders
| Monthly availability | Proposed credit |
|---|---|
| Below plan target, at least 99.0% | 5% |
| 98.0% to below 99.0% | 10% |
| 95.0% to below 98.0% | 20% |
| Below 95.0% | 25% |
Proposed credits apply to the affected monthly subscription fee, capped at 25%; eligibility, evidence, claim deadline, exclusions and remedies require legal approval. No automatic credit is promised by this draft.