Service Level Agreement
This Service Level Agreement (“SLA”) defines the support and maintenance standards NeoTechnology Solutions LLC provides to clients under Professional, GCC Special, and Enterprise retainer engagements.
1. Scope
This SLA applies to: e-commerce stores delivered by NTS, managed n8n automation servers, and custom integrations where a monthly retainer is in effect. Third-party platform outages (Shopify, Salla, Stripe, Mada, etc.) are outside NTS’s scope.
2. Incident Severity and Response Times
| Severity | Definition | Response | Resolution | Hours |
|---|---|---|---|---|
| P1 — Critical | Store completely inaccessible; no sales can be made | 2 hours | 8 hours | 24/7 |
| P2 — High | Major functionality broken; significant revenue impact | 4 business hours | 24 business hours | Business hours |
| P3 — Medium | Partial degradation; workaround exists | 1 business day | 5 business days | Business hours |
| P4 — Low | Cosmetic issue or feature request; no revenue impact | 3 business days | 14 business days | Business hours |
Business hours: Sunday–Thursday 09:00–18:00 AST (UTC+3).
3. Uptime Commitment (Managed n8n Hosting)
| Metric | Commitment |
|---|---|
| Monthly uptime target | 99.5% |
| Scheduled maintenance window | Sundays 02:00–04:00 AST (48hrs notice) |
| Backup frequency | Daily automated backups |
| Backup retention | 14 days |
| Recovery Point Objective (RPO) | 24 hours |
| Recovery Time Objective (RTO) | 4 hours |
4. Service Credits (SLA Breach)
| Breach | Credit |
|---|---|
| P1 response > 2 hours | 5% of monthly retainer fee |
| P1 resolution > 8 hours (each additional 4 hours) | 2% of monthly retainer fee |
| Monthly uptime < 99.5% | 5% per 0.1% below target |
| Monthly uptime < 99.0% | 10% of monthly retainer fee |
Maximum total credit in any month: 30% of monthly retainer fee. Credits are Client’s sole remedy for SLA breaches.
5. Monthly Included Activities
- System health check (store + n8n) with brief written report
- Security updates (WP plugins, WooCommerce) as released
- Automation flow health review
- Monthly payment gateway test transactions
- Core Web Vitals performance check
- 30-minute monthly review call
6. Support Channels
- Email: support@neotechnology.solutions — P3, P4 issues
- WhatsApp: provided at project kickoff — P1, P2 urgent issues (24/7 for P1)
- Escalation: hello@neotechnology.solutions — Managing Member, response within 4 business hours
7. Governing Terms
This SLA is subject to and incorporated into the Master Services Agreement between NTS and Client. Disputes are resolved per the MSA (binding arbitration, Wyoming).
8. Custom SLA
Enterprise clients receive a custom SLA tailored to their specific infrastructure, operating hours, and compliance requirements. Contact us to discuss.