Service Level Agreement (SLA)

Elvtera

AI-Powered Systems. Built Around Your Business.

1. Introduction

This Service Level Agreement describes the support and service standards Elvtera aims to provide for clients on an active maintenance, support, or managed services plan. It works alongside your Service Agreement and our Terms of Service. Where your Service Agreement sets specific service levels, those take precedence for your engagement.

Elvtera is operated by Collins Enterprise Solutions LLP (India) and Josh Global Brands LLC (United States).

This SLA applies to clients with a current, paid support or managed services arrangement. It does not apply to one-off projects without an ongoing support component, unless expressly agreed.

2. Support Hours

Standard support is provided during business hours, Monday to Friday, excluding public holidays observed by the relevant entity. Specific hours and time zone coverage are confirmed in your Service Agreement. Requests received outside support hours are logged and addressed on the next business day, except for emergencies covered in Section 6.

3. Priority Definitions

We classify support requests by their impact on your operations so that the most serious issues get attention first.

• Priority 1 (Critical): A complete outage or a critical failure that stops core business operations, with no reasonable workaround.
• Priority 2 (High): A major function is significantly impaired or unavailable, but some operations can continue.
• Priority 3 (Medium): A non-critical issue or a partial fault that has limited impact on operations, often with a workaround available.
• Priority 4 (Low): Minor issues, general questions, cosmetic problems, and change or enhancement requests.

We assign the initial priority based on the information provided and may adjust it as we learn more.

4. Response Times

Response time is the period we aim to take to acknowledge a request and begin working on it after it is received during support hours. These are target response times, not guaranteed resolution times, since resolution depends on the nature of the issue.

• Priority 1: Response within 4 business hours
• Priority 2: Response within 8 business hours
• Priority 3: Response within 2 business days
• Priority 4: Response within 5 business days

Resolution times vary by complexity. We keep you informed of progress on higher-priority issues and work in good faith toward a timely resolution.

5. Maintenance Windows

We schedule routine maintenance, updates, and upgrades during planned maintenance windows, usually outside peak business hours where practical. We aim to give advance notice of planned maintenance that may affect availability. Brief interruptions during scheduled maintenance are not counted against availability targets.

6. Emergency Support

For clients whose plan includes emergency support, we provide a route to report Priority 1 incidents outside standard hours. Emergency support is intended for genuine critical outages. The availability, contact method, and any additional charges for emergency support are set out in your Service Agreement.

7. Availability Targets

For hosted or managed solutions where we are responsible for infrastructure, we target high availability over each calendar month, with the specific percentage confirmed in your Service Agreement. Availability is measured on the components under our direct control and excludes the periods listed in Section 9.

Availability targets depend heavily on the underlying cloud and third-party providers, such as AWS, Oracle Cloud, Azure, and GCP, and our commitments are aligned with, and limited by, the service levels those providers offer.

8. Client Responsibilities

To help us meet these service levels, you agree to:

• Report issues promptly, with enough detail for us to investigate, including steps to reproduce where possible
• Provide a designated contact and timely responses to our questions
• Maintain the access, credentials, and environments we need to deliver support
• Keep your own systems, third-party subscriptions, and licences active and up to date
• Apply recommended updates and follow reasonable guidance we provide

Delays caused by missing information or access may extend response and resolution times, and those delays do not count against our targets.

9. Exclusions

This SLA does not cover issues or downtime caused by:

• Factors outside our reasonable control, including force majeure events
• Failures or outages of third-party services, platforms, AI providers, or cloud infrastructure
• Changes, configurations, or code deployed by you or a third party without our involvement
• Your failure to meet the client responsibilities in Section 8
• Use of services outside the agreed scope or in breach of our Acceptable Use Policy
• Scheduled maintenance and agreed maintenance windows
• Issues arising from your own hardware, network, or internet connectivity

10. Remedies

Where this SLA or your Service Agreement provides for service credits or other remedies, those are described in your Service Agreement and are your exclusive remedy for a failure to meet a service level. Service credits, where applicable, are the agreed mechanism to address missed targets and do not entitle you to additional compensation.

11. Contact

To reach support, use the channels set out in your Service Agreement, or contact us at hello@elvtera.com or https://elvtera.com.