Effective Date: 12 Feb, 2025

Last Updated: 12 Feb, 2025

1. DigitALL – Scope of Services

DigitALL is our digital transformation service offering that includes the following components:

• Website Creation: We design and develop custom websites based on the information and requirements provided by the customer. This process includes initial consultation, design drafts, revisions, and final development of a fully functional website.
• Hosting: Our hosting solution utilizes Google-hosted infrastructure through Firebase, ensuring that the websites are hosted on a reliable and scalable platform. This setup is intended to deliver robust performance and high availability.
• Ongoing Management: Following the launch of your website, we provide routine management services. This includes monitoring, performance optimization, and ensuring that the website remains secure and updated according to best practices.
• Support: We offer technical and operational support to address any issues that may arise with the website. Our support team is available to assist with troubleshooting and provide guidance on operational concerns.
• Content Updates: We perform content updates on a regular basis, with updates scheduled once per month to ensure that the website’s content remains current and relevant.
• SEO Optimization: We implement search engine optimization (SEO) best practices to enhance the website’s visibility on search engines. This includes optimizing website structure, metadata, content, and other critical elements.

2. Uptime Guarantee

Guarantee Commitment: We commit to achieving an uptime consistent with the hosting guarantee provided by our partner (Firebase). Our standard uptime target for DigitALL is aligned with Firebase’s published uptime guarantee.

Exclusions: The uptime guarantee does not apply during:

• Scheduled Maintenance: Periods when maintenance work has been planned in advance (see Section 4).
• Emergency Maintenance: Unplanned maintenance required to address urgent security, performance, or integrity issues.
• Force Majeure Events: Incidents such as natural disasters, acts of war, terrorism, pandemics, governmental actions, labor strikes, supply chain disruptions, or other events beyond our control.
• External Factors: Downtime or interruptions caused by third-party service providers or network outages outside our management.

Note: Specific uptime figures and additional calculation details are referenced in our general Terms and Conditions. In case of any discrepancies, the general Terms shall prevail.

3. Support and Response Times

Support Acknowledgement: We will acknowledge all support-related emails within 24 business hours during standard business days.

Resolution Targets:

• Critical Incidents: For issues significantly impairing a live website (e.g., complete service outage), our initial response is within 24 business hours. Overall resolution may vary based on incident complexity.
• Non-Critical Issues: For issues not severely impacting service, we aim to resolve them within five business days, subject to complexity.

Note: These times are target guidelines. Should resolution be delayed, we will provide timely updates and escalate as necessary.

4. Scheduled Maintenance

Maintenance Windows: Scheduled Maintenance will occur during off-peak hours to minimize disruptions. We will notify customers via our website and email at least 48 hours in advance. For urgent maintenance, we will provide notice as soon as practicable.

Duration Limits: Planned maintenance will be minimized and will not exceed industry-standard timeframes.

Exclusions: Scheduled Maintenance periods are excluded from uptime calculations.

5. Incident Response and Escalation

Incident Response: In the event of a significant service disruption or data breach, we will immediately activate our incident response protocols. This includes:

• Immediate Notification: Affected customers will be promptly notified in accordance with legal requirements.
• Initial Assessment: We will assess the scope, severity, and impact of the incident.
• Regular Updates: Status updates, including estimated resolution times, will be provided either publicly or directly.
• Resolution Efforts: We will take all necessary actions in line with industry practices to restore normal service as quickly as possible.

Escalation Procedures: If an incident remains unresolved beyond standard targets, escalation procedures will include:

• Higher-Level Support Involvement: Escalation to advanced technical support teams and management.
• Defined Timeframes: Establishing specific escalation timeframes based on severity, which will be communicated as applicable.
• Ongoing Communication: Maintaining continuous communication with affected customers throughout the escalation process.

6. Service Credits

No Service Credits: Except as expressly required by applicable law, DigitALL does not provide service credits as a remedy for failure to meet uptime or performance metrics. Our primary remedy is to resolve the incident as promptly as possible.

In cases where statutory rights mandate service credits, they will be granted in strict accordance with the applicable law.

7. Contractual Term and Review

Automatic Renewal: This SLA is effective automatically as part of your ongoing DigitALL subscription and will renew concurrently with your subscription, unless modified or terminated per our general Terms and Conditions.

Review and Updates: We reserve the right to periodically review and update this SLA to reflect changes in our services, hosting infrastructure, or legal/industry standards. Updates will be communicated via our website and take effect as stated.

8. Additional Performance Metrics

In addition to the uptime guarantee in Section 2, we monitor and report on key performance indicators (KPIs) for DigitALL, including:

• Page Load Times: We target industry-standard response times and strive to maintain performance within accepted benchmarks for fast, responsive user experience.
• Transaction Speeds: We monitor the efficiency of payment processing and data transactions to ensure smooth operations.
• Error Rates: We track system and application error rates and work continuously to minimize errors.

These metrics help us evaluate, report, and improve the overall quality of our services.

9. Exclusions and General Provisions

Exclusions: The performance metrics and KPIs outlined in this SLA exclude service interruptions or degradations resulting from factors beyond our control, including:

• Scheduled Maintenance: As defined in Section 4.
• Emergency Maintenance: Unplanned maintenance for urgent issues.
• Force Majeure Events: Events such as natural disasters, acts of war, terrorism, pandemics, governmental actions, labor strikes, or supply chain disruptions.
• Third-Party Factors: Downtime due to issues caused by third-party providers or network outages outside our control.

General Provisions: This SLA is subject to the limitations, disclaimers, and legal conditions set forth in our general Terms and Conditions. In case of any conflict, those provisions shall prevail. Any updates to these performance metrics or exclusions will follow our standard review procedures and be communicated to customers.

10. Change Management

To continuously enhance our services and adapt to evolving technologies and regulatory requirements, we periodically implement changes to our service environment. Such changes may include software updates, new feature implementations, security updates, and infrastructure modifications.

Advance Notification: For planned changes that may impact service performance or availability, we will provide customers with advance notice—typically via email and website announcements—at least 48 hours prior to implementation. The notification will include details about the change, anticipated impact, and expected downtime.

Scheduling During Off-Peak Hours: Whenever possible, planned changes will be scheduled during off-peak hours.

Feedback and Communication: We welcome customer feedback regarding planned changes and incorporate such feedback into our service development efforts.

Emergency Changes: In circumstances requiring immediate changes for security or operational integrity, emergency changes may be implemented without prior notice. Affected customers will be notified as soon as practicable.

11. Data Backup and Disaster Recovery

To ensure continuity of our services and protect your data, we have established robust data backup and disaster recovery procedures, which include:

• Regular Data Backups: We perform daily backups of critical data, stored in secure, redundant data centers.
• Secure Storage: All backup data is encrypted in transit and at rest and is subject to strict access controls.
• Disaster Recovery Plan (DRP): In the event of a catastrophic failure or significant data loss, our DRP will be activated to restore services and data within industry-standard Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs).
• Notification and Resolution: In the event of data loss or catastrophic failure, affected customers will be promptly notified, and our team will work diligently to restore services and recover data.
• Limitation of Liability: While our backup and recovery measures are robust, no system can guarantee complete protection against all forms of data loss. Our liability is limited in accordance with our Terms and applicable law.

12. Customer Responsibilities

To ensure the optimal performance and reliability of DigitALL, customers are expected to:

• Provide Accurate and Timely Information: Supply complete, accurate, and up-to-date information required for website creation and ongoing management. Delays or inaccuracies may affect service performance.
• Meet System Requirements: Ensure that any technical or system requirements specified by Sivaiah Technologies Inc. are met on your end.
• Adhere to Best Practices: Follow guidelines, recommendations, or instructions provided regarding the operation and use of DigitALL. Non-compliance may impact service performance.

Sivaiah Technologies Inc. will not be held liable for performance issues resulting from customer actions or omissions.

13. Changes to SLA Terms

We reserve the right to periodically review and update this SLA. The process for making changes includes:

• Notification: We will notify customers of any material changes by posting a formal notice on our website and, when appropriate, by email. The notice will detail the changes and their effective date.
• Notice Period: Material changes will be communicated with at least 30 days' notice prior to the effective date, unless a shorter notice period is required.
• Customer Acknowledgment: Continued use of DigitALL following the effective date of any changes constitutes acceptance of the updated SLA terms.
• Right to Review: Customers retain the right to review the updated terms and contact us with any concerns.

This SLA for DigitALL is incorporated into our overall service agreement with Sivaiah Technologies Inc. and is subject to the general Terms and Conditions. In the event of any conflict between this SLA and our general Terms and Conditions, the provisions of the general Terms and Conditions shall prevail.