Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) outlines the service standards provided by Acrontec SaaS Solutions Ltd (“Acrontec”, “we”, “our”, “us”) to Clients (“you”, “your”, “Licensee”) using the Acrontec Marketplace Engine (“Software”). This SLA forms part of the SaaS Licence Agreement.

1. Service Availability

Acrontec will provide a minimum uptime of 99.9% per calendar month, excluding scheduled maintenance.

Uptime includes availability of:

• Admin dashboard
• Restaurant dashboard
• Customer‑facing services
• Driver services
• API endpoints

2. Scheduled Maintenance

Scheduled maintenance may occur during low‑traffic periods. Acrontec will provide reasonable notice for planned downtime.

Maintenance may include:

• System updates
• Security patches
• Infrastructure upgrades
• Database optimisation

3. Incident Response Times

Acrontec categorises incidents as follows:

Critical Issues (System Down)

• Response Time: within 1–2 hours
• Resolution Target: within 24 hours

High Priority Issues (Major Functionality Impact)

• Response Time: within 4 hours
• Resolution Target: within 48 hours

Medium Priority Issues (Minor Functionality Impact)

• Response Time: within 24 hours
• Resolution Target: within 3–5 business days

Low Priority Issues (Cosmetic or Non‑Critical)

• Response Time: within 48 hours
• Resolution Target: included in future updates

4. Support Services

Acrontec provides support for:

• Technical issues
• Bug fixes
• System diagnostics
• API issues
• Merchant onboarding assistance

Support is available via:

• Email: support@acrontec.com
• Ticketing system (if enabled)

5. Updates & Enhancements

Acrontec will provide ongoing updates including:

• Feature improvements
• Security enhancements
• Performance optimisation
• Bug fixes

Updates may be deployed without notice if required for security or stability.

6. Backup & Data Protection

Acrontec performs regular backups to protect Client data. Backups include:

• Database snapshots
• System configuration backups
• Redundant storage

Backups are retained for disaster recovery purposes only.

7. Client Responsibilities

Clients must:

• Maintain secure login credentials
• Ensure accurate data entry
• Comply with applicable laws
• Provide timely information when reporting issues

8. Exclusions

This SLA does not cover:

• Third‑party service outages (e.g., payment gateways)
• Internet connectivity issues on the Client side
• Custom modifications not provided by Acrontec
• Issues caused by unauthorised integrations

9. Termination of SLA

This SLA remains in effect for the duration of the SaaS Licence Agreement. Termination of the Licence Agreement automatically terminates this SLA.

10. Amendments

Acrontec may update this SLA with reasonable notice. Continued use of the Software constitutes acceptance of updated terms.

11. Contact Information

For SLA enquiries, contact:

Email: support@acrontec.com

Company: Acrontec SaaS Solutions Ltd