Legal
Service Level Agreement
Last Updated: January 1, 2025 · Effective Date: January 1, 2025
This Service Level Agreement (SLA) outlines the service commitments, performance standards, and support guidelines provided by Tech Avenue Labs("we," "us," or "our") to our customers ("you," "your"). By using our services, you agree to the terms outlined in this SLA.
99.9%
Uptime Guarantee
1–2 hr
Critical Response Time
24/7
P1 Emergency Support
1. Scope of Services
This SLA applies to the digital services provided by Tech Avenue Labs, including but not limited to:
• Web Design & Development
• App Development
• SEO & Digital Marketing
• Web Hosting & Maintenance
• Custom Software Solutions
2. Service Availability & Uptime
We strive to maintain 99.9% uptime for all hosting and digital services.
• Scheduled maintenance may occur, and we will notify clients in advance whenever possible.
• Unscheduled downtime due to external factors (e.g., third-party service failures, natural disasters, cyber-attacks) is beyond our control and not covered under this SLA.
3. Support & Response Time
| Severity | Description | Response Time |
|---|---|---|
| P1 · Critical | Service is down or major functionality is unavailable | 1–2 Hours |
| P2 · High | Significant impact on performance, but the service is operational | 4–6 Hours |
| P3 · Medium | Minor issues or non-critical bugs | 12–24 Hours |
| P4 · Low | General inquiries or feature requests | 24–48 Hours |
Support is available via email (hello@techavenuelabs.com) and helpdesk tickets. Emergency support is available for P1 (Critical) issues 24/7.
4. Maintenance & Updates
• Regular updates and security patches will be applied to ensure optimal performance.
• Scheduled maintenance will be conducted during non-peak hours, with prior notice provided to clients.
• Clients are responsible for keeping their credentials and third-party integrations up to date.
5. Service Limitations & Exclusions
This SLA does not cover:
• Issues caused by user modifications, third-party applications, or external integrations.
• Problems due to hardware failure, internet provider issues, or cyberattacks beyond our control.
• Delays caused by customer inaction, lack of required information, or missed payments.
6. Compensation & Service Credits
• If uptime falls below 99.9% in a given month due to our failure, clients may request service credits (applicable to hosting plans only).
• Service credits will be calculated as 5% of the monthly fee per 1% downtime, capped at 50% of the monthly service fee.
• Requests for service credits must be submitted within 7 days of the downtime event.
7. Client Responsibilities
• Ensure all payments are up to date to avoid service disruptions.
• Provide accurate and timely information for project completion.
• Report any issues or concerns promptly for faster resolution.
8. Modifications & Termination
• We reserve the right to modify this SLA with prior notice to clients.
• Either party may terminate services with a 30-day written notice.
9. Contact & Support
For any queries regarding this SLA or service support, contact us at:
📩 Email: hello@techavenuelabs.com
🌐 Website: www.techavenuelabs.com