Service Level Agreement (SLA)

1. Overview

This Service Level Agreement ("SLA") describes the service commitments AEROSYNS makes regarding uptime, performance, and support for our services. This SLA applies to customers with active service subscriptions.

2. Service Availability

2.1 Uptime Commitment

2.2 Uptime Calculation

Uptime percentage is calculated as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

2.3 Exclusions

The following are excluded from uptime calculations:

• Scheduled maintenance windows (notified 72 hours in advance)
• Emergency maintenance (security patches, critical updates)
• Issues caused by customer's infrastructure or applications
• Force majeure events
• Third-party service provider failures
• DDoS attacks or security incidents

3. Performance Metrics

4. Support Services

4.1 Support Tiers

4.2 Response Time Commitments

5. Maintenance Windows

5.1 Scheduled Maintenance

• Standard window: Sundays 2:00 AM - 6:00 AM UAE time
• Advance notice: 72 hours minimum
• Maximum duration: 4 hours per month
• Customer notification via email and dashboard

5.2 Emergency Maintenance

Emergency maintenance may be performed with minimal notice for critical security patches or system stability issues.

6. Data Protection and Backup

6.1 Backup Policy

• Daily automated backups
• 30-day retention period
• Geo-redundant storage
• Point-in-time recovery available

6.2 Disaster Recovery

• Recovery Time Objective (RTO): 4 hours
• Recovery Point Objective (RPO): 24 hours
• Annual disaster recovery testing

7. Security Commitments

• ISO 27001 certified security practices
• SOC 2 Type II compliance
• Data encryption in transit and at rest
• Regular security audits and penetration testing
• 24/7 security monitoring
• Incident response within 2 hours

8. Service Credits

8.1 Credit Calculation

If we fail to meet our uptime commitment, you may be eligible for service credits:

8.2 Credit Request Process

• Submit credit request within 30 days of incident
• Provide detailed incident information
• Credits applied to next billing cycle
• Maximum credit: 50% of monthly subscription fee

9. Monitoring and Reporting

• Real-time service status dashboard
• Monthly uptime reports
• Performance metrics tracking
• Incident post-mortems for major outages
• Quarterly service reviews (Premium/Enterprise)

10. Customer Responsibilities

To receive SLA benefits, customers must:

• Maintain current contact information
• Report issues promptly through official channels
• Provide necessary access for troubleshooting
• Follow recommended best practices
• Maintain valid payment information

11. SLA Modifications

We reserve the right to modify this SLA with 30 days' notice. Material changes will be communicated via email and dashboard notifications.

12. Contact Information

For SLA-related inquiries or to report service issues: