Service Terms
Introduction
Service Commitment
XTOPIA commits to providing 99.5% uptime availability for its core platform services, excluding planned maintenance windows or circumstances beyond reasonable control (force majeure).
Support and Response Time
Severity Level | Response Time | Turnaround Time |
---|---|---|
Severity 1 (Critical): Service is down or inaccessible | Within 1 businesshour | Within 2 hours |
Severity 2 (High): Major feature malfunction, work severely impacted | Within 4 business hours | Within 4 hours |
Severity 3 (Medium): Minor issue, workaround available | Within 8 business hours | Within 3 business days |
Severity 4 (Low): General question or request | Within 12 business hours | Within 5 business days |
Maintenance and Updates
Planned Maintenance
XTOPIA performs planned system maintenance outside of peak business hours. Clients will be notified at least 48 hours in advance via platform notices or email.
Emergency Maintenance
In cases where urgent fixes or patches are required, XTOPIA will act immediately and inform clients as soon as practically possible.
Exclusions
This SLA does not apply to:
Term & Review
This SLA remains valid for the duration of the active subscription. XTOPIA reserves the right to update this SLA with 30 days’ notice.
Contact
To get in touch with our Customer Service - please use any of the options listed below: