SERVICE LEVEL AGREEMENT

1. Purpose and Scope

1.1 This SLA describes:

a. the availability target for covered VENTA Services;
b. support channels and target response times;
c. planned and emergency maintenance procedures;
d. exclusions from service-level measurement; and
e. service-credit eligibility for qualifying unplanned downtime.

1.2 This SLA does not apply to:

a. free trials, beta features, preview features, pilot features, proof-of-concept environments, or experimental features;
b. custom development, implementation, training, consulting, data migration, hardware support, or third-party integration work unless expressly included in an Order Form;
c. third-party services, including payment gateways, delivery aggregators, telecom providers, internet providers, cloud providers not controlled by XploroTech, hardware suppliers, SMS providers, WhatsApp providers, email providers, accounting systems, or external APIs;
d. AI models, AI outputs, third-party AI providers, or AI features unless specifically included in an applicable Order Form; or
e. any Services suspended in accordance with the MSA.

1.3 This SLA does not guarantee that the Services will be uninterrupted, error-free, free from all vulnerabilities, or suitable for every business process or technical environment.

2. Definitions

For this SLA:

“Availability” means the percentage of time during a calendar month that a Covered Service is available for normal production use, calculated in accordance with Clause 4.

“Business Day” means Monday through Friday, excluding national public holidays observed by XploroTech in India.

“Business Hours” means [9:30 AM to 6:30 PM Indian Standard Time], unless a different support schedule is specified in the applicable Order Form.

“Covered Service” means a paid VENTA Service expressly included in the Customer’s active subscription plan or applicable Order Form.

“Downtime” means a period during which a Covered Service is materially unavailable to the Customer due solely to a failure of systems directly operated and controlled by XploroTech, resulting in the inability of a substantial number of authorised users to access or use the core production functionality of that Covered Service.

“Emergency Maintenance” means urgent maintenance required to address a security threat, vulnerability, data-integrity risk, service instability, legal requirement, or other urgent operational risk.

“Incident” means a reported interruption, degradation, malfunction, error, or security concern affecting a Covered Service.

“Planned Maintenance” means scheduled maintenance, upgrades, database maintenance, infrastructure maintenance, security patching, release deployment, or other planned work notified by XploroTech in advance where reasonably practicable.

“Support Ticket” means an incident report logged through the designated VENTA support channel.

3. Availability Commitment

3.1 XploroTech will use commercially reasonable efforts to maintain a target monthly Availability of 99.5% for each Covered Service.

3.2 The Availability target applies separately to each Covered Service. An issue affecting one module, feature, location, integration, or user does not automatically mean that all VENTA Services are unavailable.

3.3 A partial error, minor defect, cosmetic issue, reporting delay, non-critical feature issue, or issue with an available workaround will not ordinarily be treated as Downtime unless it materially prevents normal use of core production functionality.

3.4 For VENTA POS, core production functionality generally includes authorised access to billing, order processing, settlement, and other subscribed primary transaction functions. The exact scope may vary depending on the Customer’s subscription plan, deployment model, configuration, modules, and integration setup.

3.5 Availability is measured using XploroTech’s production monitoring, incident records, infrastructure logs, and support records. XploroTech will reasonably consider relevant evidence supplied by the Customer where there is a genuine discrepancy.

4. Availability Calculation

4.1 Monthly Availability is calculated as follows:

Monthly Availability % =
(Total Minutes in Calendar Month – Qualifying Downtime Minutes) ÷ Total Minutes in Calendar Month × 100

4.2 Only qualifying Downtime is deducted from Availability.

4.3 Downtime begins when XploroTech confirms that the Covered Service is materially unavailable due to an issue within XploroTech-controlled systems.

4.4 Downtime ends when XploroTech restores normal availability of the affected Covered Service or provides a reasonable workaround that enables normal use of the affected core functionality.

4.5 Availability measurements do not include excluded events listed in Clause 5.

5. Exclusions from Downtime

The following are not counted as Downtime for purposes of this SLA:

a. Planned Maintenance or Emergency Maintenance;

b. failures, interruptions, or degradation caused by the Customer, its users, employees, contractors, devices, local network, local server, firewall, antivirus, operating system, internet connection, power supply, router, printer, scanner, biometric device, KDS display, hardware, or other local infrastructure;

c. failures caused by incorrect configuration, incorrect user input, unauthorised changes, unsupported customisations, unsupported software, unauthorised integrations, unauthorised scripts, or misuse of the Services;

d. outages or failures of third-party services, including internet providers, cloud providers, delivery aggregators, payment gateways, banks, communication providers, SMS services, email services, WhatsApp services, external APIs, accounting systems, AI providers, or hardware vendors;

e. issues caused by force majeure events, including natural disasters, fire, flood, epidemic, war, civil disturbance, government action, telecom failure, power failure, cyberattack, internet disruption, or third-party infrastructure failure beyond XploroTech’s reasonable control;

f. suspension, restriction, or termination of Services permitted under the MSA, including suspension for non-payment, fraud, security risk, unlawful activity, breach of agreement, or misuse;

g. beta, trial, preview, pilot, experimental, or non-production features;

h. data migration, restoration, import, export, custom reporting, custom development, implementation, training, consultation, or professional services;

i. issues that do not materially affect core production functionality;

j. an issue where the Customer fails to provide reasonable cooperation, information, access, logs, screenshots, test data, or technical assistance required to investigate or resolve the issue; or

k. a Customer’s failure to follow documented offline operation, backup, sync, device, browser, app-version, or system-requirement guidance.

6. Maintenance

6.1 XploroTech may perform Planned Maintenance to maintain, secure, improve, upgrade, or repair the Services.

6.2 Where reasonably practicable, XploroTech will provide at least forty-eight (48) hours’ notice of Planned Maintenance through email, dashboard notice, support notice, website notice, or another reasonable electronic method.

6.3 Planned Maintenance may be scheduled outside normal Business Hours where reasonably practicable.

6.4 XploroTech may conduct Emergency Maintenance without prior notice where reasonably necessary to address a security threat, vulnerability, service instability, data-integrity risk, legal requirement, or urgent operational issue.

6.5 Planned Maintenance and Emergency Maintenance do not count as Downtime under this SLA.

7. Support Channels

7.1 The Customer must report Incidents through the official support channels designated by XploroTech:

Support Portal / Ticketing System: xplorocare@xplorotech.com
Support Email: xplorocare@xplorotech.com
Support Helpline: +91 70489 32223, +91 77039 82223
Critical Incident Contact: +91 9910282223

7.2 The Customer should provide sufficient information to enable investigation, including where applicable:

a. Customer name and Company ID;
b. outlet or location details;
c. affected application or module;
d. affected user, device, terminal, or environment;
e. date and time of issue;
f. screenshots, error messages, logs, or videos;
g. steps to reproduce the issue;
h. estimated business impact; and
i. any recent configuration, integration, network, hardware, or software changes.

7.3 XploroTech may request further information, remote access, test access, screenshots, logs, backups, configuration details, or cooperation from the Customer to investigate an Incident.

8. Support Priorities and Response Targets

8.1 Support targets are targets for initial acknowledgement and ongoing communication. They are not guaranteed resolution times.

8.2 Incident priority will be determined by XploroTech acting reasonably, based on severity, number of affected users, business impact, availability of workaround, data-integrity risk, and security implications.

8.3 Where the Customer has purchased a separate 24×7 critical-support plan, the applicable Order Form may specify different P1 support targets.

8.4 Response targets begin only after a Support Ticket is received through an official support channel with sufficient information to begin investigation.

8.5 Support targets pause where XploroTech is waiting for information, confirmation, access, approval, testing, or action from the Customer, a third party, or another provider outside XploroTech’s control.

9. Customer Responsibilities for Support

9.1 To receive support effectively, the Customer must:

a. maintain supported devices, operating systems, browsers, network connectivity, and internet access;

b. keep VENTA applications updated to supported versions where updates are made available;

c. maintain appropriate local device, printer, network, firewall, antivirus, backup, and power-protection arrangements;

d. designate authorised contacts for support and escalation;

e. ensure that users are properly trained and use the Services in accordance with Documentation;

f. cooperate with reasonable troubleshooting instructions;

g. maintain reasonable internal access controls and promptly remove access for former employees or unauthorised users; and

h. avoid unauthorised customisations, direct database changes, unsupported integrations, or use of unapproved third-party tools.

9.2 XploroTech may treat issues caused by unsupported environments, incorrect configuration, unauthorised changes, third-party hardware, or third-party services as chargeable support or professional services where applicable.

10. Xploro AI Service Levels

10.1 AI Services, including Xploro AI, depend on model availability, cloud infrastructure, data availability, prompt quality, third-party AI providers, system capacity, and applicable access permissions.

10.2 Unless expressly stated in an Order Form, AI Services are provided on an “as available” basis and are not included in the Availability commitment under Clause 3.

10.3 XploroTech may route requests between approved AI providers, apply rate limits, impose usage limits, disable an AI feature, restrict certain AI functions, or temporarily suspend AI access where reasonably necessary for security, legal compliance, cost control, capacity management, quality control, data protection, or service stability.

10.4 XploroTech does not guarantee that AI outputs will be accurate, complete, current, suitable, uninterrupted, legally compliant, or appropriate for a particular business purpose.

10.5 AI outputs, including reports, recommendations, SQL, code suggestions, troubleshooting guidance, and business insights, must be reviewed and validated by an authorised human before reliance or deployment.

10.6 AI Services are not a substitute for tax, legal, accounting, financial, employment, regulatory, medical, or other professional advice.

11. Service Credits

11. No Service Credits, Refunds or Compensation

11.1 The availability targets, support-response targets, maintenance practices, and incident-management commitments in this SLA are operational service commitments only.

11.2 XploroTech does not provide service credits, fee reductions, refunds, compensation, penalties, or other monetary remedies for any failure to meet an Availability target, support-response target, maintenance timeline, or other target stated in this SLA.

11.3 The Customer’s rights and remedies, if any, in relation to the Services are governed exclusively by the Master Service Agreement, applicable Order Form, and Refund & Cancellation Policy.

11.4 Nothing in this SLA expands XploroTech’s liability, creates a guaranteed resolution timeline, or creates any entitlement to compensation beyond what is expressly stated in the Master Service Agreement or required by applicable law.uest using its applicable monitoring, incident, support, and service records and will notify the Customer of the decision within a reasonable period.

12. Security Incidents and Emergency Response

12.1 XploroTech may take immediate technical, operational, or access-control action to contain, investigate, mitigate, or remediate a suspected security incident, fraud event, unlawful activity, data-integrity issue, or platform threat.

12.2 Such action may include temporary suspension of users, devices, outlets, integrations, APIs, AI features, accounts, or affected Services where reasonably necessary.

12.3 The Customer must promptly cooperate with reasonable requests relating to security incidents, including password resets, access revocation, evidence preservation, device isolation, log sharing, confirmation of affected users, and communication coordination.

12.4 Security incident handling, Personal Data Breach notification, and privacy obligations are governed primarily by the Data Processing Addendum, Privacy Notice, applicable law, and XploroTech’s internal incident-response procedures.

13. Exclusions and Limitation of Remedies

13.1 This SLA does not apply to business losses, lost revenue, loss of profits, tax penalties, missed sales, loss of goodwill, loss of data caused by Customer actions, customer disputes, payment disputes, third-party failures, or any indirect or consequential loss.

13.2 Nothing in this SLA expands XploroTech’s liability beyond the limits set out in the Master Service Agreement.

13.3 The availability and support targets in this SLA are not guarantees and do not create a right to service credits, refunds, fee reductions, compensation, damages, or other monetary remedy.

13.4 The Customer acknowledges that availability and support performance depend on the Customer maintaining supported technology, stable connectivity, correct configuration, authorised usage, and reasonable cooperation.

14. Changes to This SLA

14.1 XploroTech may update this SLA from time to time to reflect changes in the Services, technology, security practices, support operations, legal requirements, or business needs.

14.2 For material changes, XploroTech will provide reasonable notice through the VENTA Legal Centre, email, dashboard notice, or another reasonable electronic method.

14.3 Updated terms will apply from the stated effective date. Continued use of the Services after that date constitutes acceptance, except where express re-acceptance is required by applicable law or XploroTech.

15. Contact

For support and service-level matters, contact:

Support Portal: xplorocare@xplorotech.com
Support Email: xplorocare@xplorotech.com
Support Helpline: +91 70489 32223
Critical Incident Contact: +91 99102 82223
Legal Notices: xploro@xplorotech.com
VENTA Legal Centre: https://www.venta-pos.com/legal