Service Level Agreement (SLA)

Inventlix Digital Labs - Service Level Agreement (SLA)

1. Guaranteed Availability

Inventlix Digital Labs (hereinafter \"Inventlix\") will make commercially reasonable efforts to ensure a monthly availability of 99.9% for all client Cloud instances and digital services hosted under our management. Availability is measured per calendar month.

2. Eligibility for Compensation

You are eligible for compensation only if the actual downtime within a month exceeds the 99.9% threshold. All refunds are issued in the form of Inventlix Service Credit, which will be offset against future invoices or usage.

3. Example of Compensation Calculation (INR)

To align with the example provided, we will convert the hourly rate and apply the logic to a 30-day month in Indian Rupees.

Step 1: Calculate SLA Threshold

Maximum downtime allowed at 99.9% availability: 43.2 minutes

Step 2: Measure Actual Downtime

Actual recorded downtime according to SLA criteria: 185 minutes

Step 3: Calculate Eligible Downtime

185 minutes (Actual) – 43 minutes (Threshold) = 142 minutes

142 minutes converted to hours: 2.37 hours

Step 4: Calculation of Refund (INR)

2.37 hours × ₹32.00/hour

Total Refund: ₹75.84

Result: Inventlix Digital Labs will credit the customer ₹75.84 in Service Credit, which will be automatically deducted from the next billing cycle.

4. Key Differences for Inventlix Digital Labs

• Currency: All billing and credits are processed in INR.
• Notification: To claim a credit, the customer must typically open a support ticket within 30 days of the incident.
• Exclusions: Downtime caused by scheduled maintenance (announced 24 hours in advance) or issues with the customer's own third-party integrations (APIs, etc.) are excluded from the downtime calculation.
• Credit Cap: The total amount of Service Credit awarded in any month shall not exceed 100% of the customer’s monthly service fee for that specific instance.