SERVICE LEVEL AGREEMENT (SLA)
NexaLogic Technologies Limited
Effective Date: 26 July 2026
1. Purpose
This Service Level Agreement ("SLA") describes the service standards provided by NexaLogic Technologies Limited ("NexaLogic", "we", "our", or "us") for our Software-as-a-Service (SaaS) platforms and related services.
2. Scope
This SLA applies to:
- SaaS platforms
- Customer portals
- Cloud-hosted applications
- Technical support
- Platform availability
- Maintenance services
Unless otherwise agreed in writing, this SLA does not apply to customised consulting projects or bespoke software development.
3. Service Availability
We aim to provide a service availability of 99.9% per calendar month, excluding:
- scheduled maintenance;
- emergency maintenance;
- force majeure events;
- internet outages outside our control;
- failures caused by third-party providers;
- customer-side hardware, software or network issues.
This availability target is a service objective and not a guarantee.
4. Planned Maintenance
Scheduled maintenance may be performed to:
- improve security;
- deploy updates;
- install new features;
- maintain infrastructure.
Where reasonably possible, customers will receive prior notice of planned maintenance.
Emergency maintenance may be carried out without prior notice where necessary to protect the security or stability of our services.
5. Support Services
Customers may contact our support team via:
Email:
Support is provided in English. Additional languages may be available at our discretion.
6. Incident Priorities
- Critical (P1): Complete service outage or major security incident - Within 4 business hours
- High (P2): Significant impairment affecting core functionality - Within 8 business hours
- Medium (P3): Partial loss of functionality or workaround available - Within 2 business days
- Low (P4): General questions, minor issues or feature requests - Within 5 business days
Response times refer to the time taken to acknowledge and begin investigating an issue. They are not guaranteed resolution times.
This SLA should be read together with our Terms & Conditions and any applicable ServiceAgreement.
7. Customer Responsibilities
Customers are responsible for:
- maintaining secure passwords;• protecting their own devices and networks;
- ensuring internet connectivity;
- keeping contact information up to date;
- reporting issues with sufficient detail;
- complying with our Terms & Conditions and Acceptable Use Policy.
8. Exclusions
This SLA does not cover issues resulting from:
- misuse of the platform;
- unauthorised modifications;
- third-party software not approved by NexaLogic;
- internet service provider failures;
- customer hardware failures;
- force majeure events;
- scheduled maintenance.
9. Service Credits
Unless expressly agreed in a separate written agreement, NexaLogic does not provide automatic service credits, refunds or financial compensation for temporary service interruptions.
Any goodwill compensation is entirely at NexaLogic's discretion and does not create a continuing obligation.
10. Security and Monitoring
We continuously monitor our infrastructure and implement reasonable technical and organisational measures to:
- protect customer data;
- detect security threats;
- maintain platform stability;
- minimise downtime.
No internet-based service can be guaranteed to be completely secure or uninterrupted.
11. Changes to this SLA
We may update this Service Level Agreement from time to time.
The latest version will always be published on our website with an updated Effective Date.
12. Governing Law
This SLA shall be governed by the laws of the Hong Kong Special Administrative Region, unless mandatory provisions of another applicable jurisdiction require otherwise.
13. Contact
NexaLogic Technologies Limited
Company Registration No.: 80410437
RM 6A, 7/F, Block B
Grand Industrial Building
159–165 Wo Yi Hop Road
Kwai Chung
Hong Kong
Email:
Website: https://www.nexalogic.io
© 2026 NexaLogic Technologies Limited. All rights reserved.