Service Level Agreement (SLA)

Overview

This SLA defines the service availability commitments and support response standards for Atine Labs™ Limited production SaaS services. Specific SLA terms applicable to a client engagement are confirmed in the service agreement.

Availability Commitments

• Core SaaS platforms (AtineHR™, AtineCRM™, AtineERP™): 99.5% monthly uptime target (excluding scheduled maintenance)
• Enterprise/Government tier: 99.9% monthly uptime target
• Scheduled maintenance: conducted during low-usage windows (typically 02:00–05:00 UTC); minimum 48 hours' notice

Support Tiers

• Standard: Email support; response within 1 business day for P2+; 2 business days for P3/P4
• Professional: Email + ticketing; P1 response within 4 hours; P2 within 8 hours
• Enterprise: Dedicated account support; P1 response within 1 hour; 24/5 coverage

SLA Credits

Where monthly uptime falls below the committed level, clients are eligible for SLA credits as follows: 99.0–99.4%: 5% monthly fee credit; 95.0–98.9%: 10%; below 95.0%: 20%. Credits are applied to the next billing period and do not constitute a cash refund.

Exclusions

SLA commitments do not apply to: outages caused by client actions or third-party services outside Atine Labs™ control; force majeure events; scheduled maintenance windows; or free/trial services.

Measurement

Uptime is measured using external monitoring with reports available via the public status page. Clients may request monthly uptime reports.