Effective Date: 15th October 2024
At Toolyt, we are committed to delivering reliable and secure services that meet the expectations of our enterprise customers. This Service Level Agreement (SLA) outlines our service commitments and the processes we follow to ensure optimal performance and availability. Our SLAs are tailored to each customer’s specific requirements and are provided upon request, as part of custom agreements.
1. General Overview
This SLA applies to customers who have negotiated and entered into a formal agreement with Toolyt. SLAs are not automatically provided to all users but are available upon special request, as per the terms agreed upon with the customer.
2. Service Standards
Toolyt adheres to industry-leading enterprise standards, ensuring secure, stable, and reliable services. Our platform is built with high availability, robust security measures, and a focus on scalability to meet the evolving needs of our customers.
Key Commitments:
Availability: We strive to maintain uptime of at least 99.9% for all mission-critical services.
Response Time: Critical support requests will be addressed within 1 business hour during regular support hours, with a resolution target time of 4-8 hours, depending on the complexity.
Data Security: Compliance with ISO 27001 and SOC2 security standards, ensuring data protection, integrity, and confidentiality at all times.
Maintenance: Scheduled maintenance will be communicated in advance, and downtime will be kept to a minimum to reduce any potential impact on your business.
3. Support and Incident Management
Toolyt offers comprehensive customer support to assist with any technical or service-related issues. Our support team is available during business hours to resolve any concerns efficiently.
Priority Levels and Response Times:
Priority 1 (Critical Issues): Complete service outage or significant business impact. Response within 1 hour.
Priority 2 (High Impact Issues): Partial service outage or degraded performance affecting multiple users. Response within 8 hours.
Priority 3 (Medium Impact Issues): Issues affecting specific users but not critical to overall service. Response within 3 business day.
Priority 4 (Low Impact Issues): Minor issues or feature requests. Response within 5 business days.
4. Exclusions
This SLA does not apply to any performance or availability issues that result from:
Factors outside of Toolyt’s reasonable control, including force majeure events.
Downtime resulting from customer or third-party software or hardware.
Scheduled maintenance or updates, with prior notice to the customer.
Customer misuse of the platform or failure to comply with usage guidelines.
5. Special Requests
Customized SLAs, including higher availability guarantees, faster response times, or dedicated support teams, can be provided upon request. These tailored agreements are negotiated directly with the customer to meet specific enterprise needs.
6. Reporting and Monitoring
Toolyt employs robust monitoring systems to track performance and availability in real-time. Monthly or quarterly performance reports are available on request to help customers evaluate service levels and compliance with the agreed SLA.
7. Service Credits
In the event of SLA non-compliance, Toolyt may offer service credits as compensation, depending on the severity and impact of the service disruption. These service credits are applied at Toolyt’s discretion and based on the terms of the customer’s individual agreement.
8. Contact Us
For any queries regarding our SLA or to request a custom SLA agreement, please contact us at support [at] toolyt.com
This SLA is subject to the terms and conditions agreed between Toolyt and the customer. Toolyt reserves the right to amend this SLA with prior notice to customers, and any changes will be reflected in the customer’s agreement.
