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-Party Issues	Issues with Customer’s ISP, network, or hardware
Third-Party Integrations	Outages of third-party services integrated by Customer
Force Majeure	Events beyond reasonable control (natural disasters, war, government actions, pandemic, widespread internet failures)
Denial of Service Attacks	Downtime caused by DDoS or similar attacks
Suspension	Service suspended due to Customer’s breach or non-payment

4.4 Transparency

The Company publishes service status at [INSERT STATUS PAGE URL, e.g., [STATUS_PAGE_HOST]], including:

Current system status
Planned maintenance announcements
Incident history and post-mortems (for significant incidents)

5. Scheduled Maintenance

5.1 Maintenance Windows

Scheduled maintenance is typically performed during low-usage periods:

Primary Window: Sundays, 02:00–06:00 SGT (UTC+8)
Secondary Window: As needed, with additional notice

5.2 Advance Notice

Maintenance Type	Notice Period
Routine maintenance (no expected impact)	3 days
Maintenance with potential brief impact	7 days
Major upgrades or migrations	14 days

Notice is provided via email to account administrators and on the status page.

5.3 Emergency Maintenance

Emergency maintenance to address critical security or stability issues may be performed with minimal or no advance notice. The Company will communicate as soon as practicable.

6. Incident Management

6.1 Severity Levels

Severity	Definition	Examples
Severity 1 – Critical	Complete platform outage or major system failure affecting all or most users; no workaround available	Platform inaccessible; data corruption; security breach
Severity 2 – High	Major feature unavailable or significant performance degradation affecting many users; workaround may exist	Key module (HR, Finance) down; severe slowness
Severity 3 – Medium	Limited functionality issue affecting some users; workaround available	Non-critical feature bug; intermittent errors
Severity 4 – Low	Minor issues, cosmetic bugs, general inquiries, feature requests	UI inconsistency; documentation question

6.2 Response Time Targets

Severity	Enterprise	Professional	Starter
Severity 1	30 minutes	1 hour	4 hours
Severity 2	2 hours	4 hours	8 hours (business hours)
Severity 3	8 hours (business hours)	1 business day	2 business days
Severity 4	1 business day	2 business days	5 business days

“Business hours” means 09:00–18:00 SGT, Monday through Friday, excluding Singapore public holidays.

6.3 Resolution Targets

The Company will use commercially reasonable efforts to resolve incidents within the following targets:

Severity	Target Resolution Time
Severity 1	4 hours
Severity 2	24 hours
Severity 3	5 business days
Severity 4	Best effort

These are targets, not guarantees. Complex issues may require longer resolution times.

6.4 Communication During Incidents

For Severity 1 and 2 incidents:

Initial status update within 30 minutes of acknowledgment
Regular updates every 60 minutes (or as progress warrants)
Post-incident summary within 5 business days

7. Support Channels

7.1 Support Methods

Channel	Availability	Best For
Support Portal	24/7 (submission)	All requests; tracking; history
Email	24/7 (submission)	Non-urgent issues
Phone (Enterprise)	Business hours (or 24/7 for Sev 1)	Urgent issues
Chat (if available)	Business hours	Quick questions

Email: [SUPPORT_EMAIL]

7.2 Support by Tier

Feature	Enterprise	Professional	Starter
Support portal access	✅	✅	✅
Email support	✅	✅	✅
Phone support	✅	❌	❌
Dedicated account manager	✅	❌	❌
24/7 Severity 1 support	✅	❌	❌
Quarterly business reviews	✅	❌	❌

7.3 Support Languages

Primary support is provided in English. Additional languages may be available but are not guaranteed.

8. Data Backup and Recovery

8.1 Backup Practices

Element	Commitment
Backup Frequency	Daily automated backups
Backup Retention	30 days rolling
Backup Location	Geographically separate from primary infrastructure
Encryption	Backups encrypted at rest

8.2 Recovery Point Objective (RPO)

In the event of data loss due to platform failure, maximum data loss is typically no more than 24 hours (the time since the last backup).

8.3 Recovery Time Objective (RTO)

The Company targets restoration of service within:

Severity 1 (full outage): 4 hours
Partial data restoration: 24 hours

These are targets; actual recovery times depend on the nature of the incident.

8.4 Customer Responsibility

Customers are encouraged to maintain their own backups of critical data using export features. The Company is not liable for data loss within RPO thresholds or resulting from Customer actions.

9. Service Credits

9.1 Eligibility

Service Credits are available when Monthly Uptime Percentage falls below the committed level for reasons not excluded under Section 4.3.

9.2 Credit Schedule

Monthly Uptime Percentage	Service Credit (% of monthly fee)
99.0% – 99.9% (below 99.9% commitment)	5%
95.0% – 98.9%	10%
90.0% – 94.9%	25%
Below 90.0%	50%

Service Credits are based on the monthly fee for the affected service component.

9.3 Credit Request Process

To receive Service Credits:

Submit a request to [SUPPORT_EMAIL] within 30 days of the end of the affected month;
Include account details, affected dates/times, and description of impact;
The Company will verify the claim against monitoring data and respond within 15 business days.

9.4 Credit Application

Service Credits are applied to future invoices. Credits are not:

Refundable for cash;
Transferable to other customers;
Applicable beyond the current subscription term.

9.5 Maximum Credits

Total Service Credits for any calendar month shall not exceed 50% of the monthly fee for the affected service.

9.6 Exclusive Remedy

Service Credits are Customer’s sole and exclusive remedy for any failure to meet the uptime commitment. This limitation does not affect Customer’s other rights under the Principal Agreement (e.g., termination for material breach).

10. Security and Monitoring

10.1 Security Practices

The Company maintains security practices including:

Encryption in transit (TLS 1.2+) and at rest
Multi-factor authentication options
Role-based access controls
Regular security assessments and penetration testing
Incident detection and response procedures

See our Privacy Policy and Data Processing Agreement for data protection details.

10.2 Infrastructure Monitoring

The Company monitors:

Application availability and performance
Infrastructure health
Error rates and latency
Security events

Monitoring is continuous (24/7) with automated alerting.

11. Customer Responsibilities

Customers are responsible for:

Responsibility	Description
Connectivity	Maintaining internet connectivity to access the platform
Credentials	Keeping login credentials secure; enabling MFA where available
Configuration	Configuring the platform appropriately for Customer’s needs
Compatibility	Using supported browsers and devices
Data	Maintaining backups of critical data; providing accurate data
Compliance	Ensuring use complies with applicable laws
Reporting	Promptly reporting issues to support
Cooperation	Cooperating with support for troubleshooting

Failure to fulfill these responsibilities may affect SLA coverage.

12. SLA Reporting

12.1 Monthly Reports

Enterprise customers may request monthly SLA reports including:

Monthly Uptime Percentage
Incident summary
Support ticket metrics

12.2 Quarterly Reviews

Enterprise customers receive quarterly business reviews covering:

SLA performance
Support trends
Platform roadmap

13. Changes to This SLA

13.1 Updates

The Company may update this SLA to reflect changes in services, operations, or market practices.

13.2 Notice of Material Changes

Material changes (e.g., reduction in uptime commitment, reduced credits) will be communicated via email at least 30 days before taking effect.

13.3 Right to Object

If a material change is adverse to Customer, Customer may object in writing within 30 days. If the parties cannot agree, Customer may terminate the affected services without penalty.

14. Governing Law

This SLA is governed by the laws of Singapore. Disputes shall be resolved as set forth in the Principal Agreement.

Contact

For SLA inquiries, support requests, or credit claims:

Company: iPrego Pte. Ltd.
Email: [SUPPORT_EMAIL]
Status Page: [INSERT STATUS PAGE URL]
Address: [INSERT REGISTERED ADDRESS], Singapore