Service Level Agreement
Service Level Agreement
Version: 1.0
Effective Date: [INSERT DATE]
Last Updated: [INSERT DATE]
1. Introduction
1.1 Purpose
This Service Level Agreement (“SLA”) describes the service availability commitments, support policies, and remedies for the Vouus platform provided by iPrego Pte. Ltd. (UEN: [INSERT UEN]), a company incorporated in Singapore (“Company,” “we,” “us,” or “our”).
1.2 Applicability
This SLA applies to customers (“Customer” or “you”) who use the Vouus platform under:
- A valid paid subscription agreement; or
- An enterprise agreement that incorporates this SLA.
This SLA does not apply to:
- Free trials or beta/preview features;
- Services provided at no charge;
- Features explicitly excluded from SLA coverage.
1.3 Incorporation
This SLA is incorporated into and forms part of the Terms of Service (“Principal Agreement”). In the event of conflict, the Principal Agreement governs except where this SLA specifically provides enhanced commitments.
2. Definitions
| Term | Definition |
|---|---|
| ”Downtime” | A period during which the Vouus platform is unavailable or materially degraded, as measured by our monitoring systems. |
| ”Excluded Downtime” | Downtime excluded from uptime calculations as described in Section 4.3. |
| ”Monthly Uptime Percentage” | (Total minutes in month − Downtime minutes + Excluded Downtime minutes) ÷ Total minutes in month × 100 |
| ”Response Time” | The time between when a support request is submitted and when a support representative provides an initial substantive response. |
| ”Resolution Time” | The time between when an incident is confirmed and when normal service is restored. |
| ”Scheduled Maintenance” | Planned maintenance communicated in advance as described in Section 5. |
| ”Service Credit” | A credit against future subscription fees issued when uptime commitments are not met. |
3. Service Scope
3.1 Covered Services
This SLA covers the following components of the Vouus platform:
| Component | Description | SLA Coverage |
|---|---|---|
| Core Platform | Main Vouus web application ([APP_WEB_HOST] or equivalent) | ✅ Covered |
| API | Vouus REST API endpoints | ✅ Covered |
| Integrations | Native integrations maintained by the Company | ✅ Covered |
| Documentation | [DOCS_WEB_HOST] | ⚠️ Best effort |
| Marketing Site | [MARKETING_WEB_HOST] | ❌ Not covered |
3.2 Feature Categories
| Feature | SLA Commitment |
|---|---|
| ERP modules (HR, Finance, CRM) | Full SLA |
| Optional automation and assisted workflows | Full SLA (subject to third-party subprocessor availability) |
| Analytics and reporting | Full SLA |
| Mobile access | Full SLA |
| Beta/Preview features | No SLA (provided “as-is”) |
4. Service Availability
4.1 Uptime Commitment
The Company commits to the following Monthly Uptime Percentage targets:
| Subscription Tier | Uptime Commitment |
|---|---|
| Enterprise | 99.9% (≈ 43 minutes downtime/month) |
| Professional | 99.5% (≈ 3.6 hours downtime/month) |
| Starter | 99.0% (≈ 7.2 hours downtime/month) |
Uptime is calculated on a calendar month basis (Singapore Time, UTC+8).
4.2 Measurement
Uptime is measured by the Company’s monitoring systems, which check platform availability from multiple geographic locations at regular intervals (typically every 60 seconds).
Downtime begins when monitoring confirms unavailability and ends when monitoring confirms availability is restored.
Customer may request availability data for verification.
4.3 Exclusions from Uptime Calculation
The following are excluded from Downtime calculations:
| Exclusion | Description |
|---|---|
| Scheduled Maintenance | Planned maintenance windows (Section 5) |
| Emergency Maintenance | Urgent maintenance to address security vulnerabilities or critical issues |
| Customer-Caused Issues | Downtime resulting from Customer’s actions, configurations, or data |
| **Third |