Last Updated: July 5, 2025
1. Introduction & Scope
This Service Level Agreement (SLA) is an agreement between NIILAA Inc. (“we,” “us,” “our”) and [Client Name] (“Client,” “you,” “your”) and is an integral part of the Master Service Agreement (MSA) or service contract between both parties.
This SLA outlines the standards of service, support procedures, and responsibilities for the general IT Managed Services provided by NIILAA Inc. It is designed to ensure a high level of service, manage expectations, and provide a framework for performance measurement.
This General SLA applies to all services provided by NIILAA Inc. unless a separate, service-specific SLA (e.g., for 3CX Managed Services, WordPress Development, etc.) exists, in which case the service-specific SLA will take precedence for that service.
2. Service Hours & Availability
2.1. Standard Service Hours
- Definition: Standard Service Hours are 9:00 AM to 5:00 PM Eastern Standard Time (EST), Monday through Friday.
- Coverage: All support requests, regardless of severity, are processed during these hours.
2.2. After-Hours Support
- Definition: After-Hours Support covers all times outside of the Standard Service Hours, including weekends.
- Coverage: After-Hours Support is available for Severity 1 (Critical) and Severity 2 (High) incidents only.
- Fee: Support requests handled during After-Hours are subject to a separate After-Hours Support Rate, which is a flat, per-hour fee as defined in the Client's Master Service Agreement or service contract.
2.3. Public Holidays
- Coverage: Support services may be limited to Severity 1 (Critical) issues only on specific, globally recognized public holidays.
- Holiday Schedule: A complete and current list of observed holidays for the calendar year is maintained and available to clients at Holiday Policy Page
3. Support Procedures & Incident Management
3.1. Submitting a Support Request
- Standard Requests (All Severity Levels): Clients must submit support requests through our official channels to ensure proper tracking:
- Ticketing Portal: https://www.niilaa.com/client-support
- Support Email: [email protected]
- Urgent Requests (Severity 1 & 2 only): For urgent issues, after submitting a ticket, Clients may also contact us via:
- Support Phone Line: Following are the local phone numbers for emergrncy contact
3.2. Incident Severity Levels & Response Times
“Response Time” is defined as the time from when the Client submits a support ticket until a qualified NIILAA Inc. technician acknowledges the issue and begins work. Response times are guaranteed.
- Severity 1 (Critical)
- Definition: A critical business-down event. Key services, servers, or the entire network is non-functional for multiple users, with no available workaround. Examples: Full network outage, critical server crash, data breach in progress.
- Guaranteed Response Time: 1 Hour
- Severity 2 (High)
- Definition: A significant business impact. A major function is unavailable, or performance is severely degraded for a group of users. A workaround may exist but is difficult or inefficient. Examples: Application failure, VPN connectivity issues for multiple users.
- Guaranteed Response Time: 4 Business Hours
- Severity 3 (Medium)
- Definition: A moderate business impact. Minor loss of functionality for one or more users. The system is still usable. Examples: A single user's software issue, printer malfunction, password reset request.
- Guaranteed Response Time: 6 Business Hours
- Severity 4 (Low)
- Definition: A low business impact. A minor issue, a "how-to" question, or a request for information that does not impact functionality. Examples: General inquiries, feature requests.
- Guaranteed Response Time: 12 Business Hours
4. Service Levels: Guarantees, Goals, and Credits
4.1. Uptime Guarantee: 99.0%
NIILAA Inc. guarantees a 99.0% uptime for all services and infrastructure under our direct management. Uptime is measured monthly and excludes downtime from Scheduled Maintenance, Emergency Maintenance, and factors listed in the Exclusions section (Section 8).
4.2. Resolution Goals
NIILAA Inc. will use commercially reasonable efforts to identify the root cause and resolve issues within the following target timeframes. These are goals, not guarantees, as final resolution can depend on various factors including issue complexity, client responsiveness, and third-party vendor dependencies.
- Severity 1 (Critical): Target Root Cause Analysis within 4 hours; Target Resolution within 24 hours.
- Severity 2 (High): Target Root Cause Analysis within 6 hours; Target Resolution within 2 business days.
- Severity 3 (Medium): Target Root Cause Analysis within 12 business hours; Target Resolution within 3 business days.
- Severity 4 (Low): Target Root Cause Analysis within 24 business hours; Target Resolution within 5 business days.
4.3. Service Credits
If NIILAA Inc. fails to meet a guaranteed service level, the Client will be eligible to request a service credit on their next monthly invoice, subject to the following structure:
- Uptime Guarantee Credits:
- Uptime between 98.00% and 98.99%: 5% credit of the monthly fee for the affected service.
- Uptime between 97.00% and 97.99%: 10% credit of the monthly fee for the affected service.
- Uptime below 97.00%: 15% credit of the monthly fee for the affected service.
- Response Time Guarantee Credit:
- If we fail to meet the Guaranteed Response Time for a Severity 1 or Severity 2 incident, we will apply a 5% credit of the monthly fee for the affected service.
To receive a credit, the Client must submit a request in writing within 15 days of the incident. The maximum total credit in any given month will not exceed 25% of the monthly fee for the affected service.
5. Maintenance
- Scheduled Maintenance: We will provide at least 7 days' advance notice for non-urgent maintenance activities.
- Emergency Maintenance: For critical and urgent security patches or fixes, we will provide at least 72 hours' notice where possible.
All maintenance will be scheduled to minimize business impact. Downtime during scheduled and emergency maintenance windows is excluded from uptime calculations.
6. Client Responsibilities
- Access: Client agrees to provide NIILAA Inc. with all necessary remote and, if required, physical access to the systems under management, including administrative/root-level credentials.
- Designated Contact: Client will designate at least one primary technical contact who is authorized to make decisions and provide necessary information.
- Timely Communication: Client will respond to requests for information or approvals in a timely manner. Delays in client response may impact resolution times.
7. Third-Party Vendor Management
When an issue is determined to be the fault of a third-party vendor (e.g., Internet Service Provider, cloud provider, software OEM), NIILAA Inc. will act as the Client’s advocate. Our responsibility is to manage the incident with the vendor according to their SLA, including opening tickets and driving communication. Our SLA guarantees do not apply to the performance or failures of third-party vendors.
8. SLA Exclusions
This SLA and its guarantees do not apply to any failure or performance issue caused by:
- Factors outside of our reasonable control, including Force Majeure events (natural disasters, war, etc.).
- Failures of third-party vendors, including internet, power, or cloud provider outages.
- Client's hardware, software, or network connectivity not under our management.
- Unauthorized changes to the environment made by the Client or their agents.
- Client's failure to follow our reasonable instructions or recommendations.
- Malicious or negligent actions of the Client's employees or agents.
- Hardware or software that is designated as End-of-Life by the manufacturer.
9. Reporting & Review
- Reporting: NIILAA Inc. will provide the Client with a monthly performance report detailing SLA metrics, including system uptime and support ticket response times.
- Review: This SLA will be reviewed annually by NIILAA Inc. and the Client to ensure it continues to meet the Client's business needs.
Product/Service Specific SLA
SLA for 3CX Services
This service-specific agreement details our commitments for all 3CX-related services. It outlines the distinct responsibilities for services provided by NIILAA (like Pro Support, Maintenance, and Hosting) versus those resold from 3CX. The document includes specific response times, uptime guarantees, and exclusions relevant to our 3CX offerings.