Effective date: 30 July 2026 · Last updated: 30 July 2026
This Service Level Agreement ("SLA") is maintained by Prime Fixel and applies to customers with an active managed services, cloud, or support subscription. It should be read together with our Terms & Conditions and Privacy Policy. Specific engagements may include a signed order form that supersedes or extends the commitments below.
1. Scope
This SLA covers services expressly identified as "Managed" in your order form — including Managed IT, Managed Cloud, Managed Security (SOC), and Managed Infrastructure. One-off projects, professional services, advisory engagements, and free trials are provided on a commercially reasonable basis and are not covered by the availability commitments in this document.
2. Service availability
Prime Fixel targets 99.9% monthly uptime for production workloads under our operational control, measured outside of Scheduled Maintenance windows and Excluded Events (defined below).
- Business hours: Monday–Friday, 09:00–19:00 IST (excluding public holidays).
- Extended coverage: 24×7 for customers on Enterprise or Managed SOC plans.
- Monitoring: Continuous synthetic and infrastructure monitoring on covered systems.
3. Response and resolution targets
| Severity | Definition | First response | Target restoration |
|---|---|---|---|
| P1 — Critical | Production outage, data loss risk, or active security incident. | 15 minutes | 4 hours |
| P2 — High | Major functionality degraded; workaround unavailable. | 1 hour | 1 business day |
| P3 — Normal | Minor issue or single-user impact with a workaround. | 4 business hours | 3 business days |
| P4 — Low | Cosmetic issue, question, or feature request. | 1 business day | Scheduled |
4. Scheduled maintenance
Planned maintenance is communicated at least 48 hours in advance and is performed within a rolling maintenance window (typically Sundays 02:00–06:00 IST). Emergency maintenance for security or stability may be performed with shorter notice.
5. Service credits
If we fail to meet the monthly uptime commitment for a covered service, you may request service credits against the next invoice for that service:
- Uptime < 99.9% and ≥ 99.0% — 10% credit
- Uptime < 99.0% and ≥ 95.0% — 25% credit
- Uptime < 95.0% — 50% credit
Credits are the sole and exclusive remedy for SLA breaches, capped at the monthly fee for the affected service, and must be requested in writing within 30 days of the incident.
6. Excluded events
Availability commitments do not apply to downtime caused by:
- Scheduled or emergency maintenance windows.
- Customer-controlled systems, code, credentials, or third-party services.
- Force majeure, ISP outages, DNS providers, or upstream cloud region incidents.
- Denial-of-service attacks, unless the customer is on a plan that includes DDoS protection.
- Suspension of service for non-payment or breach of the Terms.
7. Customer responsibilities
- Provide timely access, credentials, and information required for us to deliver the service.
- Nominate a technical point of contact for incident coordination.
- Report incidents through the designated support channels documented in your onboarding pack.
8. Contact
To raise an incident or request a credit, email info@primefixel.com or call +91 9765519553.