1. Introduction 🌐
This Service Level Agreement (“SLA”) outlines the performance standards, service availability, support procedures, and breach consequences between Sentinel X (“Service Provider”) and its clients (“Client”). This SLA applies to all existing and future clients using Sentinel X platforms, cloud services, and enterprise systems.
2. Service Scope ⚙️
Sentinel X provides the following services:
- Cloud-based modular AI platforms and operating systems
- Custom enterprise software solutions
- Streaming, data, and automation solutions
- Technical support, updates, and maintenance
- Consulting for smart city, SME, and educational deployments
3. Service Availability & Uptime ⏱️
Sentinel X guarantees the following service levels:
- 99.5% uptime for cloud-hosted platforms and services per calendar month
- Scheduled maintenance notifications provided at least 48 hours in advance
- Critical issues addressed within 24 hours of report
4. Support & Response Times 📞
- Critical Issues: Response within 2 hours, resolution within 24 hours
- Major Issues: Response within 4 hours, resolution within 48 hours
- Minor Issues: Response within 24 hours, resolution within 72 hours
Clients can contact support via email (support@sentinelx.com) or the dedicated client portal.
5. Payment Terms & Breach Consequences 💰
All clients must adhere to the agreed payment schedule. Failure to make timely payments may result in the following:
- 1–7 days overdue: Friendly payment reminder via email and SMS
- 8–14 days overdue: Service access may be restricted; late fee of 5% of the monthly invoice applies
- 15–30 days overdue: Service suspension until full payment is received; additional late fees apply
- 30+ days overdue: Contract review and potential termination of services; outstanding balance referred to collections if necessary
All existing clients remain subject to the same terms. Sentinel X reserves the right to update these terms with 30 days notice.
6. Breach of SLA ⚠️
If Sentinel X fails to meet service levels, clients are entitled to service credits as follows:
- Uptime below 99.5% but above 98%: 5% service credit of monthly fee
- Uptime below 98%: 10% service credit of monthly fee
- Critical unresolved incidents: Pro-rated refund for downtime exceeding 24 hours
7. Client Responsibilities 🧩
- Provide accurate information and access for integration and deployment
- Ensure network and hardware compatibility
- Adhere to payment schedule
- Report issues promptly via the support channels
8. SLA Review & Updates 🔄
Sentinel X may revise this SLA periodically. Clients will receive a 30-day notice for updates. Continued use of services after notice constitutes acceptance of updated terms.