This Service Level Agreement defines the level of support, maintenance, availability, and operational commitments we provide to our clients for software products, web applications, mobile applications, cloud infrastructure, APIs, and related digital services.
This Service Level Agreement ("SLA") defines the level of support, maintenance, availability, and operational commitments provided by Applied Systems Solutions Ltd ("Provider") to its clients ("Client") for software products, web applications, mobile applications, cloud infrastructure, APIs, and related digital services.
This SLA forms part of the contractual relationship between the Provider and the Client and should be read alongside any applicable Service Agreement, Project Agreement, Proposal, or Subscription Agreement.
The objectives of this SLA are to:
This SLA may apply to one or more of the following services:
Services covered for each Client shall be specified within the applicable project proposal or service agreement.
Where hosting and infrastructure are managed by Applied Systems Solutions Ltd, the Provider targets:
Target Uptime: 99.9%
Availability excludes:
Monday to Friday
9:00 AM to 6:00 PM (WAT)
Excluding public holidays unless otherwise agreed.
Critical production issues may be reported outside business hours through designated emergency channels where available.
Within 1 hour
Within 8 business hours where reasonably possible.
Within 4 business hours
Within 1 business day.
Within 1 business day
Within 3 business days.
Within 2 business days
Scheduled into future maintenance releases where applicable.
Clients may contact Applied Systems Solutions Ltd through:
Support requests should include:
Maintenance includes:
Maintenance does not include:
These services may be quoted separately.
Routine maintenance may be performed periodically to ensure system reliability and security.
Whenever possible:
Emergency maintenance may be performed without prior notice where necessary to protect service integrity or security.
Where backup services are included:
The Provider will:
Recovery time depends on:
Applied Systems Solutions Ltd will employ commercially reasonable security practices including:
Clients are responsible for:
The Client agrees to:
Failure to meet these responsibilities may affect service delivery.
Requests involving:
shall be treated as Change Requests and may require:
This SLA does not cover:
If an issue is not resolved within the expected target:
Escalation ensures continued communication until resolution.
Unless expressly stated within a separate commercial agreement, this SLA does not provide automatic financial compensation or service credits for downtime or delayed resolution.
Any goodwill credits shall be granted solely at the discretion of Applied Systems Solutions Ltd.
Both parties agree to maintain the confidentiality of all proprietary, technical, financial, and business information obtained during the course of service delivery.
Confidential information shall not be disclosed except where required by law or with written consent.
This SLA may be reviewed periodically to:
Clients will be notified of material changes where applicable.
Applied Systems Solutions Ltd shall exercise reasonable care and professional diligence in delivering services.
The Provider shall not be liable for indirect, incidental, consequential, or special damages, including loss of profits, revenue, business opportunities, or data, except where liability cannot legally be excluded.
This SLA remains effective while the applicable service agreement or subscription remains active.
Termination of the underlying agreement automatically terminates this SLA unless otherwise agreed in writing.
Applied Systems Solutions Ltd
Email: appliedsystemsltd@outlook.com
Support Hours:
Monday to Friday
9:00 AM to 6:00 PM (WAT)
This Service Level Agreement ("SLA") forms part of the contractual relationship between Applied Systems Solutions Ltd and its clients.
By entering into a Service Agreement, Proposal, Quotation, Subscription Agreement, Purchase Order, or by using any services provided by Applied Systems Solutions Ltd where this SLA is referenced, the Client acknowledges that they have read, understood, and agree to be bound by the service levels, responsibilities, and commitments set out in this SLA.
This SLA may be updated from time to time to reflect improvements to our services, operational processes, or legal requirements. The latest version will always be made available through our official website and shall apply from its effective date, unless otherwise agreed in writing.
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