1. Overview
This Service Level Agreement (SLA) outlines the support and availability commitments we provide to users of iX Cloud Services. Our goal is to deliver a reliable, secure, and responsive cloud experience to support your business operations.
2. Support Hours
Our support team is available during regular business hours:
- Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)
- Business Days: Excluding national and company holidays.
Tickets may be submitted at any time, 24/7, via our Customer’s Portal. Responses will be provided during the business hours listed above.
3. Response Times
Support tickets are prioritised based on the nature of the issue. Our standard response times are as follows:
| Severity | Description | Initial Response | Update Frequency |
|---|
| Critical (P1) | Complete outage or data inaccessible | 1 hour | Every 2 hours |
| High (P2) | Core functions unavailable | 4 business hours | Daily |
| Medium (P3) | Partial degradation | 1 business day | As needed |
| Low (P4) | General inquiries | 2 business days | As needed |
4. Service Availability
iX will use commercially reasonable efforts to provide 99.9% monthly uptime for the Services, measured over each calendar month, excluding:
- Scheduled maintenance
- Emergency maintenance
- Force majeure events
- Internet or customer network failures
- Issues caused by Customer systems or misuse
Uptime is measured as total minutes the Services are available divided by total minutes in the calendar month.
The SLA does not apply to outages caused by:
- Customer systems or misuse
- Third-party internet providers
- Force majeure
- Beta features
- Customer-provided integrations
5. Scheduled Maintenance
Scheduled maintenance is conducted to ensure optimal system performance and security. These maintenance windows will occur outside business hours whenever possible to minimise customer impact.
Notification: We will provide notice at least 48 hours in advance for scheduled maintenance via email and the Support Portal.
6. Data Backup and Recovery
We perform daily backups to safeguard data integrity. Backups follow a standard rotation, with 7 daily full backups retained before overwriting begins.
- Backup Frequency: Daily
- Retention: 7 days
- Recovery Point Objective (RPO): 24 hours
- Recovery Time Objective (RTO): 24 hours
In the event of a major system failure, iX will use commercially reasonable efforts to restore Services within the RTO using available backups.
7. Security
To protect customer data, we implement industry-standard security protocols, including:
- Data Encryption: All data is encrypted in transit and at rest.
- Access Controls: Multi-factor authentication and strict access control measures safeguard our systems.
8. Incident Management
If service interruptions occur, we will promptly notify affected customers and provide regular updates until the issue is resolved. Incident reports are available upon request through the Customer’s Portal within 10 business days following the incident’s resolution.
Customers may escalate unresolved P1 or P2 incidents through the Support Portal or designated escalation contacts.
9. Termination and Data Export
Upon termination, Customers may export their data for 30 days using built-in export tools to commonly used file formats (PDF / Excel). After this period, data will be deleted in accordance with iX’s data retention and privacy policy.
10. Customer Responsibilities
To ensure smooth service and support, customers are responsible for:
- Maintaining their network connectivity and ensuring system access.
- Maintaining their devices current and secure.
- Reporting issues through the Customer’s Portal with relevant details.
- Keeping contact information current to receive incident and maintenance notifications.
11. SLA Measurement
All SLA calculations are based on iX’s monitoring systems, which shall be the authoritative source for uptime and incident tracking.
Note: This Service level Agreement (SLA) may be updated periodically. Updates will be communicated via our website and will take effect within 30 days of the change.