Service Level Agreement (SLA)

This Service Level Agreement ("SLA") describes the service commitments provided by APPHOX Technologies Pvt. Ltd. for its cloud platforms, enterprise software, SaaS applications, managed services, technical support, and professional services.

This SLA applies unless superseded by a separately executed enterprise agreement or managed service contract.

1. Company Information

APPHOX Technologies Pvt. Ltd.
Website: https://www.apphoxtech.com
Support: support@apphoxtech.com

2. Scope

This SLA applies to APPHOX services including:

• Prime360 ERP
• Cortex360 HRMS
• TailorEx360
• Equidae360
• AgroNova360
• Poultrix360
• CRM Solutions
• Finance Solutions
• Warehouse Management
• Procurement Solutions
• Fleet Management
• SaaS Platforms
• Cloud Applications
• Mobile Applications
• Managed Cloud Services
• Technical Support

Service commitments for custom projects may vary according to contractual agreements.

3. Service Availability

APPHOX is committed to maintaining reliable and secure services.

Target Service Availability: 99.9% Monthly Uptime

The uptime calculation excludes:

• Scheduled maintenance
• Customer-caused outages
• Third-party cloud failures
• Internet service provider failures
• Force majeure events
• Government restrictions
• Cybersecurity incidents beyond reasonable control

4. Scheduled Maintenance

Routine maintenance is performed to improve platform stability and security.

Where reasonably practicable:

• Advance notice will be provided.
• Maintenance will be scheduled during low-usage periods.
• Emergency security maintenance may occur without prior notice where immediate action is required.

5. Support Hours

Standard Support

Monday – Friday
9:30 AM – 7:30 PM IST
(excluding declared public holidays)

Enterprise Support

Enterprise customers with applicable support plans may receive:

• Extended business hours
• Priority support
• Weekend support
• Dedicated account management
• 24×7 critical incident response (where contractually agreed)

6. Incident Severity Levels

Priority 1 – Critical

Examples:

• Complete production outage
• Platform inaccessible
• Security incident
• Major data corruption
• Critical payment failure

Initial Response Target: Within 1 hour

Target Resolution: Continuous efforts until service restoration.

Priority 2 – High

Examples:

• Major functionality unavailable
• Multiple users impacted
• Significant operational disruption

Initial Response: Within 4 business hours

Target Resolution: 1 Business Day

Priority 3 – Medium

Examples:

• Individual module issues
• Performance degradation
• Minor workflow disruption

Initial Response: Within 1 Business Day

Target Resolution: 3–5 Business Days

Priority 4 – Low

Examples:

• UI improvements
• Enhancement requests
• Documentation questions
• General guidance

Initial Response: Within 2 Business Days

Target Resolution: Resolution according to product roadmap or support schedule.

7. Support Channels

Customers may contact APPHOX through:

• Email Support
• Customer Portal
• Helpdesk Ticket System
• Phone Support (where applicable)
• Enterprise Success Manager (for eligible customers)

Support requests should include:

• Organization Name
• Contact Person
• Product Name
• Environment
• Issue Description
• Screenshots or logs (if available)
• Business impact

8. Customer Responsibilities

Customers are responsible for:

• Maintaining authorized user access
• Reporting incidents promptly
• Providing accurate information
• Maintaining supported browsers and operating systems
• Performing recommended backups where applicable
• Cooperating during troubleshooting

Delays caused by incomplete information may affect resolution timelines.

9. Backup & Disaster Recovery

For APPHOX-hosted cloud environments:

• Regular automated backups are performed in accordance with the applicable service plan.
• Backup retention periods vary depending on the subscription or enterprise agreement.
• Disaster recovery procedures are designed to support timely restoration following major service disruptions.

Specific backup schedules, retention periods, Recovery Time Objectives (RTO), and Recovery Point Objectives (RPO) may differ by deployment model and contractual commitments.

10. Security Commitments

APPHOX follows industry-recognized security practices, including:

• Secure authentication mechanisms
• Role-Based Access Control (RBAC)
• Data encryption in transit and, where applicable, at rest
• Security monitoring and logging
• Regular software updates and security patches
• Infrastructure monitoring
• Audit logging
• Vulnerability management

Security practices may evolve to address emerging threats and technology advancements.

11. Software Updates

APPHOX continuously enhances its platforms through:

• Security updates
• Performance improvements
• Bug fixes
• Feature enhancements
• Regulatory updates
• AI capability improvements

Updates may be deployed periodically without disrupting core operations whenever reasonably possible.

12. Service Exclusions

This SLA does not cover interruptions or issues resulting from:

• Customer network failures
• Unsupported third-party software
• Unauthorized system modifications
• Customer-developed customizations not approved by APPHOX
• Force majeure events
• Internet outages outside APPHOX's control
• Third-party cloud provider disruptions
• Customer hardware failures
• User error or misuse

13. Professional Services

Implementation, consulting, migration, integration, training, and custom development services are delivered according to the applicable proposal, Statement of Work (SOW), or executed agreement.

Delivery timelines depend on project complexity, customer participation, and agreed milestones.

14. Continuous Improvement

APPHOX regularly reviews:

• Platform performance
• Service quality
• Security posture
• Customer feedback
• Product enhancements

Our goal is to continuously improve the reliability, security, scalability, and user experience of our platforms and services.

15. Changes to this SLA

APPHOX may update this SLA periodically to reflect improvements in technology, service offerings, operational practices, or legal requirements.

Revised versions become effective upon publication on our website unless otherwise stated.

16. Contact Us

For support or SLA-related enquiries:

Customer Success & Support
APPHOX Technologies Pvt. Ltd.
📧 Email: support@apphoxtech.com
📧 General Enquiries: info@apphoxtech.com
🌐 Website: https://www.apphoxtech.com