Service levels and support
Know what the agreed service covers.

1. Scope and acceptance

The standard schedule applies to paid production Emplinx functions expressly identified as Covered Services and incorporated into an accepted Order. Purchased functions, essential transactions, region, dependencies, fee allocation and incident contacts define the scope.

The subscription catalogue does not promise numeric SLAs by plan. These reference contract values apply only when expressly incorporated in a supported signed service schedule, rather than as a report of historical performance. They do not imply 99.99% availability, zero data loss, guaranteed resolution or general round-the-clock technical support. Agreed deviations require authorised written acceptance.

2. Monthly availability and permitted exclusions

When expressly incorporated in the signed service schedule, the reference commitment is 99.9% monthly availability per Covered Service. Availability is 100 × (eligible minutes minus unavailable minutes) ÷ eligible minutes. An unavailable minute is an interval in which an essential covered transaction cannot materially be completed; concurrent failures count once.

Covered transactions include the agreed login, read and write, committed saves, export or API operations, and scheduled payroll workflows. A reachable login page alone is not evidence that every covered transaction works. Credible customer logs and timestamps are considered alongside monitoring and application records.

Planned maintenance may be excluded only for actual essential-service downtime within the accepted low-usage window, with at least 72 elapsed hours’ notice and no more than four excluded hours per calendar month. Excess, late-notified or out-of-window downtime counts.

Other exclusions are limited to evidenced customer-caused failure, lawful proportionate suspension or qualifying force majeure. A cloud-provider or subprocessor outage is not automatically excluded. Emergency maintenance counts unless a narrowly defined signed allowance applies.

3. Availability credits

Credits use the affected service’s allocated recurring monthly subscription fee, excluding taxes, implementation, separately billed usage and unrelated services. Total monthly availability credits are capped at 25% of that affected monthly fee.

The standard report is due within ten business days after month-end. Verified monitoring credits are applied without a separate claim. Other requests should be submitted within 30 calendar days after the report is delivered; that administrative period does not extinguish accrued entitlements or shorten a statutory limitation period.

Ordinary claims are assessed within ten business days, with reasons and consideration of contrary evidence. Approved credits reduce the next invoice; if no invoice remains, the credit is refunded within 30 calendar days of approval. Separate mandatory, security, privacy, fraud and other preserved remedies remain intact.

4. Persistent-failure remedy

The standard schedule permits termination of the materially affected Covered Service if availability is below 99.0% in two of three consecutive calendar months, or below 99.9% in three consecutive calendar months, established by the agreed measurement and reasonably verifiable evidence.

Notice identifies qualifying months and evidence within 30 calendar days after a complete report establishing the trigger. An overdue report does not defeat an established right or start that notice period. This additional election has no second cure period and is not a general convenience-cancellation right.

Unused prepaid fees for the terminated scope are refunded within 30 calendar days. Accrued credits, refunds, continuing material-breach remedies and lawful export or deletion duties remain preserved, without double recovery for the same loss.

5. Ordinary support hours and acknowledgement

The reference schedule, only when expressly accepted, provides support Monday–Friday, 09:30–18:30 India Standard Time, excluding Telangana public holidays, through the customer’s agreed ticket or email route. A support hour is an elapsed hour within that window.

Acknowledgement means qualified human engagement, triage and an initial action plan, rather than an automated receipt. These are acknowledgement targets, not guaranteed resolution times. Work may require diagnosis, customer inputs, a workaround or a controlled correction.

Verified impact determines severity. A customer-input pause affects only the dependent activity and evidenced period; independent availability, security and reporting obligations continue.

6. Urgent incidents and independent clocks

The accepted DPA’s immediate preliminary-alert clause has a one-elapsed-hour outer limit from first awareness or receipt of a credible qualifying security event. It does not wait for a completed investigation or confirmed breach classification.

Primary and fallback routes, accountable contacts and staged updates are recorded for the customer. Ordinary support hours, route failure or missing acknowledgement do not postpone incident or mandatory reporting duties. This urgent route is distinct from a general out-of-hours technical-support tier.

7. Recovery objectives and evidence

The reference objectives, only when expressly accepted, are a recovery-point objective of no more than 24 elapsed hours and a recovery-time objective of no more than 24 elapsed hours for protected components and a covered disaster. They are scoped objectives, not zero-loss or fixed-resolution guarantees.

The recovery-point objective measures the gap from the disaster’s onset to the latest recoverable coherent data point. The recovery-time clock starts at the actual or earliest reasonably ascertainable onset and ends when essential transactions and required integrity validation are restored; delayed declaration does not restart it.

The protected scope covers the agreed production database, attachments, audit history, required configuration and key-recovery dependencies. Locations, retention, component limits and restore evidence are documented for the deployment. A successful backup job or primary-region designation alone is not a complete recovery test.

Representative restoration is tested at least annually and after a material recovery-architecture change under the accepted schedule. Enhanced objectives, such as a four-hour recovery point and eight-hour recovery time, and out-of-hours technical support require a separately priced signed scope.

8. Evidence, changes and contact routes

Ordinary security-evidence requests receive available relevant material or a reasoned secure-access arrangement within ten business days. Evidence identifies its scope, date, limitations and remediation. Current independent reports are provided only where they exist and cover the service.

The standard framework provides at least 90 calendar days’ notice of a planned material paid-function retirement, with a practicable equivalent or affected-service termination and refund route. Ordinary published API retirement allows at least six months after a supported replacement and migration documentation are available, subject to a longer accepted period. Urgent lawful security changes use proportionate prompt notice.

For your accepted schedule and contract scope, contact legal@skylinxglobal.com. Assurance and incident concerns go to security@skylinxglobal.com; privacy and processing questions go to privacy@skylinxglobal.com. The accepted Order records the actual customer support and escalation routes.