Operational continuity
High-availability infrastructure, proactive monitoring, and planned maintenance windows keep your network running smoothly.
Service Level Agreement (SLA)
This Service Level Agreement outlines the standards of performance, availability, and support you can expect when using Fenizo / Integrated MLM Software products and services.
Response clarity
Severity-based targets define how quickly our support engineers acknowledge, triage, and resolve issues.
Shared accountability
Clear responsibilities, escalation paths, and service credit guidelines keep expectations aligned on both sides.
Overview
This SLA represents our commitment to delivering reliable, high-performance software backed by responsive support. It defines availability targets, communication protocols, and escalation practises.
Service availability
Fenizo / Integrated MLM Software targets a minimum uptime of 99.5% for hosted services, measured monthly and excluding planned maintenance or third-party network outages.
- Scheduled maintenance is announced at least 24 hours in advance and planned during low-traffic windows.
- Emergency maintenance is performed only when essential to protect data, security, or platform stability.
Support response and resolution
We classify incidents by severity to ensure the right experts respond with appropriate urgency.
| Severity | Example | Response time | Resolution goal |
|---|---|---|---|
| Critical (P1) | System down, data inaccessible | Within 2 hours | 4-8 hours |
| High (P2) | Major function degraded | Within 4 hours | 1 business day |
| Medium (P3) | Minor issue with workaround | Within 1 business day | 3 business days |
| Low (P4) | Enhancement or general query | Within 2 business days | As scheduled |
Support hours
Our standard desk operates Monday through Saturday, 10:00 AM to 7:00 PM IST. Extended or 24/7 coverage is available under custom service contracts.
Communication channels
- Email: support@fenizotechnologies.com
- Support portal or ticket system for tracking progress
- Emergency phone or WhatsApp line for premium clients
Maintenance and updates
We schedule maintenance and security updates to uphold reliability and compliance. Clients receive advance notification wherever feasible.
Client responsibilities
- Maintain accurate contact information for key stakeholders.
- Provide timely feedback, credentials, and approvals needed for resolution.
- Use the platform in accordance with our Terms & Conditions.
Exclusions
This SLA does not cover issues caused by:
- Third-party service failures such as hosting, payment gateways, or ISPs.
- Client-side errors, code modifications, or misuse of the platform.
- Force majeure events including natural disasters or government actions.
Performance monitoring
Uptime, resource utilisation, and latency are continuously tracked through automated monitoring and log reviews. Monthly performance reports are available on request.
Service credits
If a significant SLA breach is verified, service credits may be issued as a goodwill gesture. Credits cannot exceed the monthly service value.
SLA updates
We may revise this agreement periodically to reflect new services or compliance adjustments. The latest version is always published on this page.
Contact
For SLA-related questions or escalations, connect with our Support or Customer Success teams using the channels listed above.