SERVICE LEVEL AGREEMENT (SLA)
VENTA Xploro POS
Provided by XploroTech Solutions Private Limited
Effective Date: 01 March 2026
Last Updated: 01 March 2026
Version: 1.0
This Service Level Agreement (“SLA”) forms part of the Master Service Agreement between:
XploroTech Solutions Private Limited (“Company”)
and
The Client (“Subscriber”).
This SLA defines the service availability, support commitments, and response timelines applicable to VENTA Xploro POS.
1. SERVICE AVAILABILITY
The Company shall use commercially reasonable efforts to ensure:
99.5% Monthly Uptime Availability
This uptime applies to core system access, excluding scheduled maintenance and force majeure events.
2. UPTIME CALCULATION
Uptime is calculated as:
Downtime excludes:
- Scheduled maintenance
- Client-side internet failures
- Local hardware issues
- Misuse or configuration errors
- Force majeure events
- Third-party provider failures outside Company control
3. SCHEDULED MAINTENANCE
The Company may conduct scheduled maintenance:
- During non-peak hours where feasible
- With reasonable advance notice (where possible)
Scheduled maintenance is not counted as downtime.
4. SUPPORT HOURS
Standard Support Hours:
Monday to Friday
10:00 AM – 7:00 PM (IST)
Support channels may include:
- Email support
- Ticket system
- Phone support (where applicable)
- WhatsApp support (if offered)
Enterprise clients may have extended support under separate agreement.
5. INCIDENT PRIORITY LEVELS
Priority 1 – Critical
System inaccessible for all users.
Response Time: Within 4 business hours
Resolution Target: As soon as reasonably possible
Priority 2 – High
Major feature impaired but system accessible.
Response Time: Within 8 business hours
Priority 3 – Medium
Minor feature issue or non-critical bug.
Response Time: Within 24 business hours
Priority 4 – Low
General inquiries, enhancement requests.
Response Time: Within 48 business hours
6. SERVICE CREDITS
If monthly uptime falls below 99.5%, Client may request service credit:
- 98%–99.5% → 5% credit of monthly fee
- 95%–98% → 10% credit
- Below 95% → 15% credit
Service credits:
- Must be requested within 15 days
- Are applied to future invoices
- Shall not exceed monthly subscription fee
- Do not entitle cash refund
7. CLIENT RESPONSIBILITIES
The Client must:
- Maintain stable internet connectivity
- Maintain secure local devices
- Configure access roles properly
- Report incidents promptly
- Provide necessary diagnostic information
The Company is not responsible for:
- Local hardware issues
- Power outages at Client location
- Third-party ISP failures
- Staff misuse
8. EXCLUSIONS
This SLA does not apply to:
- Beta features
- Free trial accounts
- Suspended accounts
- Accounts in violation of AUP
- Force majeure events
9. LIMITATION
This SLA defines the sole and exclusive remedy for service interruptions.
The Company shall not be liable for:
- Business losses
- Indirect damages
- Lost profits
- Tax consequences
- Employee misconduct
10. MODIFICATIONS
The Company may update this SLA from time to time.
Material changes may require re-acceptance.
ACKNOWLEDGEMENT
By continuing to use VENTA Xploro POS, the Client agrees to this SLA.