This Service Level Agreement ("SLA") is the default SLA that applies to active platform Subscriptions (SynergyOT, CatalystOT, or any vertical extension) issued by Xeeed IO Private Limited. It is published on this website for transparency and pre-signing reference.
The binding terms for any specific Subscription are set out in the relevant Order Form or Master Services Agreement, which may modify the targets, credits, and remedies stated below; the Order Form prevails in case of conflict. This SLA is not a contract between Xeeed IO and casual visitors to the website. It is a commercial commitment to active paying customers of an Xeeed IO platform Subscription.
Scope
This SLA applies to active paying customers of an Xeeed IO platform Subscription, measured at the production endpoints we publish in the Documentation. Sandbox, free-tier, beta, evaluation, and trial environments are not covered. The X3EDGE hardware itself carries a separate manufacturer warranty stated in the relevant purchase order.
Definitions
- "Available" means the production endpoints respond to a successful authenticated request within reasonable latency, as measured by our independent third-party monitor.
- "Downtime" means a continuous period during which the production endpoints are not Available.
- "Monthly Uptime" means (Total Minutes in the calendar month, less Excluded Time, less Downtime) divided by (Total Minutes in the calendar month, less Excluded Time), expressed as a percentage.
- "Excluded Time" means scheduled maintenance announced in advance, force majeure, customer-side faults, third-party failures upstream of our network, or any item listed under Out of scope.
Availability target
- Production uptime target. 99.9% Monthly Uptime, excluding Excluded Time.
- Recovery time objective (RTO) for severity-1 incidents. 4 hours.
- Recovery point objective (RPO). 24 hours (last successful daily backup).
Availability targets are commercial commitments and not absolute warranties.
Maintenance windows
Planned maintenance is scheduled outside peak Indian business hours and announced at least 72 hours in advance via the customer portal and the email address associated with your account. Maintenance time is Excluded Time and does not count against Monthly Uptime.
Incident response
- P1 · full outage of a production endpoint. Acknowledged within 15 minutes. Status updates every 30 minutes until resolved.
- P2 · degraded performance affecting multiple customers. Acknowledged within 1 hour.
- P3 · limited impact, isolated faults. Acknowledged within 4 business hours.
Cybersecurity incidents that fall within the CERT-In Directions of 28 April 2022 are reported to CERT-In and to affected customers in line with applicable law. We do not commit to a single, fixed contractual notification window in this SLA because applicable timelines vary by incident type and the customer agreement in place.
Service credits
If Monthly Uptime falls below 99.9%, the affected customer may request a service credit calculated as a sliding-scale percentage of the monthly Subscription fee for the affected platform:
- 5% credit. Monthly Uptime less than 99.9% but at least 99.0%.
- 15% credit. Monthly Uptime less than 99.0% but at least 95.0%.
- 30% credit. Monthly Uptime less than 95.0%.
Credits are the sole and exclusive remedy for missed availability targets. Requests must be submitted through our contact form (topic: Something else, marked "SLA credit request") within 30 days of the end of the affected calendar month and include the dates and approximate times of unavailability. Approved credits apply to the next invoice; they are not refundable in cash.
Out of scope
This SLA does not cover failures caused by upstream connectivity (your internet service provider, transit networks, public DNS providers), customer-side infrastructure (your firewall, network, devices), use of the platform outside its documented operating envelope, breach of the relevant Order Form by you or your authorised users, or any event that is Excluded Time.
Suspension
Service credits are not available where the Subscription is suspended for non-payment, breach of the Order Form, or as a result of a customer-initiated request.
Contact
Xeeed IO Private Limited, T-Hub, Knowledge City, Raidurg, Hyderabad, Telangana 500081, India. Corporate Identification Number U72900TG2021PTC147488. GSTIN 36AAACX3540R1ZU.
Use our contact form at https://www.xeeed.io/contact for SLA credit requests and incident escalations.