NONITECH Service Commitment

This Service Level Agreement (“SLA”) outlines the service standards and support commitments provided by NONITECH INTEGRATED SOLUTIONS LTD. (“NONITECH”, “NONITECH SOLUTIONS”, “we”, “our”, or “us”) to our clients.

1. Scope of Services

This SLA applies to all software development, hosting, maintenance, and support services provided by NONITECH under active contracts or subscriptions.

2. Uptime Guarantee

NONITECH guarantees 99.5% uptime for hosted applications and platforms, excluding scheduled maintenance and force majeure events.

3. Support Response Times

Issue Severity	Response Time	Resolution Target
Critical (System Down)	Within 2 hours	Within 8 hours
High (Major Functionality Broken)	Within 4 hours	Within 24 hours
Medium (Minor Bug or Issue)	Within 1 business day	Within 3 business days
Low (General Inquiry or Request)	Within 2 business days	As scheduled

4. Client Responsibilities

• Provide timely access to systems, documentation, and decision-makers
• Report issues with sufficient detail for diagnosis
• Maintain secure credentials and notify NONITECH of any breaches

5. Scheduled Maintenance

NONITECH will notify clients at least 48 hours in advance of any scheduled downtime. Maintenance is typically performed during off-peak hours.

6. Service Credits

If NONITECH fails to meet the uptime guarantee, clients may request service credits as outlined in their contract. Credits are not redeemable for cash and must be claimed within 30 days.

7. Exclusions

This SLA does not apply to issues caused by third-party providers, client-side errors, or events beyond NONITECH’s control (e.g., natural disasters, internet outages).

8. Contact & Escalation

For SLA-related inquiries or escalations, contact us at [email protected] or via our Contact page.