Overview

Enterprise Supply & Support SLA

Applicable to:

• Institutional buyers
• Industrial clients
• Bulk component sourcing
• Custom engineering support

1. Website Availability Commitment

Target annual uptime: 99%

Excludes:

• Maintenance windows
• Cyber attacks
• Hosting outages
• Force majeure events

2. Technical Support Commitment

Response time:

• General Query: Within 24 hrs.
• Technical Issue: 24-72 hrs.
• Bulk Orders: Priority handling

3. Escalation Matrix

• Level 1: Customer Support
• Level 2: Technical Team
• Level 3: Senior Management

4. SLA Exclusions

SLA does not apply to:

• User configuration errors
• Misuse
• Integration faults
• External hardware incompatibility