Service Level Agreement

Where Atlancia provides hosting, infrastructure, software maintenance, or managed services, Atlancia will make commercially reasonable efforts to maintain service availability.

Availability targets may differ depending on: Hosting provider, Infrastructure configuration, Third-party services, Client-selected hosting plans, Application architecture, External APIs, Internet connectivity, and Planned maintenance. Availability commitments do not apply to services or infrastructure controlled entirely by third parties.

Standard technical support is available during Atlancia's normal business hours.

Support availability may vary during: Public holidays, Planned maintenance, Emergency situations, Force majeure events, and Third-party service outages.

Clients may contact Atlancia through the support channels specified in their service agreement, which may include:

Response time means the time taken by Atlancia to acknowledge and begin reviewing a reported issue.

Resolution time means the time required to permanently resolve an issue.

Resolution times may vary depending on: Complexity of the issue, Third-party dependencies, Client response time, Availability of required credentials, Hosting infrastructure, External APIs, Required code changes, Testing requirements, and Data recovery requirements.

The response-time targets in this SLA do not constitute guaranteed resolution times unless explicitly stated otherwise in a signed agreement.

Atlancia may perform planned maintenance to improve system performance, security, reliability, infrastructure, software functionality, database performance, and application stability.

Where reasonably possible, Atlancia will provide advance notice of planned maintenance that may materially affect service availability. Emergency maintenance may be performed without advance notice when necessary to protect the security, integrity, or availability of a system.

Atlancia may deploy updates, patches, bug fixes, security improvements, and performance enhancements as required.

Major functionality changes, new features, redesigns, or additional development work may be treated as separate development work and may require additional fees.

Atlancia may integrate third-party services including, but not limited to: Cloud hosting providers, Payment gateways, WhatsApp/messaging platforms, AI APIs, Email providers, Maps/location services, Analytics platforms, Domain registrars, Database providers, and Authentication providers.

Atlancia does not guarantee the availability or performance of third-party services that are outside its direct control. Third-party outages, API changes, pricing changes, policy changes, account restrictions, or service termination may affect the Client's system.

Where hosting is provided by Atlancia, the applicable hosting configuration and limitations will be defined in the relevant service agreement.

Where the Client independently purchases hosting or infrastructure, Atlancia's responsibility is limited to the services specifically agreed upon. Infrastructure-related downtime caused by a third-party hosting provider will not automatically constitute a breach of this SLA.

Backup services are provided only where specifically included in the Client's service plan or agreement.

Where backups are included, the applicable Backup frequency, Retention period, Recovery process, Recovery Point Objective (RPO), and Recovery Time Objective (RTO) will be defined in the applicable service agreement.

Clients remain responsible for maintaining copies of critical business data where independent backups are not included.

Atlancia will use commercially reasonable technical and organizational measures to protect systems and information under its control, which may include: Access controls, Authentication mechanisms, Secure development practices, Encryption where appropriate, Security updates, Monitoring where applicable, and Restricted administrative access.

However, no software, infrastructure, or internet-connected system can be guaranteed to be completely secure. Clients are responsible for protecting their own credentials, devices, accounts, and authorized access.

Atlancia will handle Client information in accordance with its applicable Privacy Policy, Data Processing Agreement, and other contractual commitments.

Where Atlancia processes personal information on behalf of a Client, the parties may enter into a separate Data Processing Agreement where required.

Requests for new features, new integrations, major design changes, additional modules, or changes outside the original project scope are not considered support issues.

Such requests may require: Separate quotation, Additional development fees, Revised project timelines, or a Separate statement of work.

Unless expressly stated in a separate written agreement, Atlancia does not automatically provide service credits or refunds for failure to meet target response or availability levels.

If service credits are applicable, the calculation and maximum credit will be specified in the relevant Client agreement.

If a Client believes an issue has not been appropriately addressed, the Client may request escalation. The escalation process generally follows:

Clients should include the relevant ticket number, issue description, business impact, and previous communication when requesting escalation.

Atlancia aims to maintain clear and professional communication throughout the service lifecycle. For significant incidents, Atlancia may provide updates regarding:

Unless otherwise agreed in writing, SLA measurements will be based on Atlancia's available support records, system logs, monitoring systems, communication records, and other reasonable technical information.

Response times generally begin when Atlancia receives sufficient information to understand and investigate the reported issue. Time spent waiting for Client information, approvals, access, credentials, or third-party action may be excluded from response and resolution calculations.

Atlancia will not be responsible for delays, service interruptions, or failures caused by circumstances beyond its reasonable control, including:

Natural disasters, Fire, Flood, Earthquake, Power outages, Internet infrastructure failures, Government actions, War, Terrorism, Civil unrest, Epidemics or pandemics, Major cybersecurity incidents, Third-party infrastructure failures, and Significant telecommunications failures.

Atlancia may update this SLA from time to time to reflect changes in: Services, Technology, Business operations, Security practices, Legal requirements, and Industry standards.

The latest version published on the Atlancia Worldwide website will apply to future services unless a separate written agreement states otherwise.

This SLA should be read together with the applicable: Proposal, Quotation, Statement of Work, Service Agreement, Terms & Conditions, Privacy Policy, Data Processing Agreement, and Subscription Agreement.

If there is a conflict between this SLA and a specific signed agreement, the signed agreement will prevail to the extent of the conflict.