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Service Level Agreement

1. Purpose & Scope

This Service Level Agreement ("SLA") defines the performance standards, response commitments, and escalation procedures that govern all service engagements between HyperMartX PTY (LTD), trading as ASI Technologies ("the Provider"), and any client ("the Client") who engages our IT, Cybersecurity, Software Development, or Compliance services.

This SLA applies to all service tiers (Starter, Professional, Enterprise) unless a bespoke SLA has been negotiated and signed separately.

2. Service Tiers & Response Times

Priority Level	Description	Initial Response	Resolution Target
P1 — Critical	Complete service outage, security breach, or data loss event	≤ 1 hour	≤ 4 hours
P2 — High	Major functionality impaired, significant business impact	≤ 4 hours	≤ 24 hours
P3 — Medium	Partial degradation, workaround available	≤ 8 hours	≤ 72 hours
P4 — Low	Cosmetic, non-urgent requests, general inquiries	≤ 24 hours	≤ 5 business days

3. Service Availability

• Managed IT Services: 99.5% uptime guarantee (measured monthly, excluding scheduled maintenance windows).
• Hosted Applications & SaaS Platforms: 99.9% uptime target for production environments.
• Support Availability: Monday–Friday 08:00–18:00 SAST. P1 incidents are monitored 24/7 for Enterprise clients.

4. Scheduled Maintenance

Planned maintenance windows are communicated at least 48 hours in advance via email to affected clients. Standard maintenance windows are scheduled for Sundays between 02:00–06:00 SAST. Emergency patches may be applied outside these windows with immediate notification.

5. Escalation Procedure

1. Level 1 — Technical Support: Initial ticket acknowledgement and triage by the assigned engineer.
2. Level 2 — Lead Engineer: Escalation to a senior engineer if the issue is not resolved within the initial response window.
3. Level 3 — Director Escalation: If a P1 or P2 issue exceeds its resolution target, the matter is escalated to the Managing Director for direct intervention.

Escalation requests can be initiated via email to escalations@asitechnologies.co.za or via the priority WhatsApp line.

6. Client Responsibilities

To enable ASI Technologies to meet its SLA commitments, the Client agrees to:

• Provide timely access to systems, credentials, and stakeholders as required for diagnosis and resolution.
• Designate a primary point of contact for all service communications.
• Report issues promptly through the agreed channels (email, WhatsApp, or ticketing system).
• Maintain current backups of all critical data (unless backup services are included in the engagement).

7. Service Credits

If ASI Technologies fails to meet the guaranteed uptime for managed services in any given calendar month, the Client is entitled to service credits as follows:

Monthly Uptime	Service Credit
99.0% – 99.4%	5% of monthly service fee
95.0% – 98.9%	10% of monthly service fee
Below 95.0%	25% of monthly service fee

Service credits must be requested in writing within 30 days of the affected period. Credits are applied to the next billing cycle and do not accumulate across months.

8. Exclusions

This SLA does not apply to:

• Service interruptions caused by factors outside ASI Technologies' reasonable control (force majeure, including load shedding, ISP outages, and natural disasters).
• Client-caused outages (e.g., unauthorized configuration changes, credential compromise due to client negligence).
• Third-party service failures (e.g., hosting provider outages, payment gateway downtime).
• Scheduled maintenance windows communicated in advance.

9. Termination & Off-boarding

Either party may terminate a service engagement with 30 days written notice. Upon termination:

• All client data, credentials, and intellectual property will be securely transferred or destroyed (at the Client's election) within 14 business days.
• Outstanding invoices must be settled before data transfer commences.
• A formal off-boarding report will be provided summarising work completed, outstanding items, and data disposition.

10. Governing Law

This SLA is governed by the laws of the Republic of South Africa. Any disputes arising under this agreement shall be resolved through mediation, and if necessary, the jurisdiction of the Magistrate's Court of Pretoria, Gauteng.

11. Contact