Service Level Agreement

This Service Level Agreement – SLA is effective dated: June 01, 2024

Control Document: GEF-PP-007, Ver. 1.0

Overview

This Service Level Agreement (“SLA”) is a commitment between galaxefi (“Company”) and its customers (“Customers”) regarding the availability and performance of our digital fulfillment platform and a PCS – Port Community System. This SLA outlines the service levels, responsibilities, and remedies available to Customers in the event that the Company fails to meet these commitments.

Definitions

  • Service: Digital Fulfillment Platform and a PCS -Port Community System.
  • Uptime: The time during which the Service is operational and accessible to Customers, excluding scheduled maintenance and approved downtime.
  • Downtime: The period during which the Service is not operational or accessible, excluding scheduled maintenance and excluding any 3rd party service disruption.
  • Business Hours: The hours from Monday 10 AM to Friday 7 PM, 5 days in a week.
  • Response Time: The time taken to acknowledge a support request.
  • Resolution Time: The time taken to resolve a support request.

Service Availability

  • Uptime Commitment: The Company commits to providing 99.9% uptime per calendar month, excluding scheduled maintenance.
  • Scheduled Maintenance: Maintenance will be scheduled with at least 2 Hours or 1 Day advance notice and will typically occur during low traffic hours determined by the system.

Performance Standards

  • Response Time: The Company will respond to support requests within 2 hours during Business Hours.
  • Resolution Time: The Company aims to resolve support requests within 1 day, depending on the severity of the issue.

Support and Response

  • Support Channels: Support is available via the ticket support system through email: care@galaxefi.com, Phone: +92-3000-3G1-T11 and Live Chat.
  • Business Hours: Support is available during Business Hours. Emergency support is available 24/7 for critical issues.

Service Monitoring

  • Monitoring: The Company uses monitoring tools to track service performance and uptime.
  • Reporting: Customers can access service performance reports on: https://galaxefi.com/platform-status

Service Monitoring

  • Service Credits: If the Company fails to meet the Uptime Commitment, Customers are entitled to service credits as per the eligibility defined below. The credits are calculated in the following manner:
  • Service Credit Calculation: For each 0.1% below the 99.9% uptime commitment, Customers will receive a service credit equivalent to 1% of their monthly subscription fee, up to a maximum of 10% of the monthly fee. Please see the below table:
Uptime PercentageService Credit
99.9% – 100%0%
99.8% – 99.89%1%
99.7% – 99.79%2%
99.6% – 99.69%3%
99.5% – 99.59%4%
99.4% – 99.49%5%
99.3% – 99.39%6%
99.2% – 99.29%7%
99.1% – 99.19%8%
99.0% – 99.09%9%
Below 99.0%10%
Service Credit Calculation
  • Eligibility: Service credits for a customer are only applicable during the period in which the customer is logged in to the platform.
  • Claim Process: Service credits are automatically credited and adjusted as a discount in the following month’s subscription charges.

Exclusions

The Uptime Commitment does not apply to downtime resulting from:

  • Scheduled maintenance.
  • Customer’s use of the Service in violation of the Acceptable Use Policy.
  • Force majeure events such as natural disasters, wars, acts of terrorism, and other events beyond the Company’s control.
  • Issues with third-party services or systems not under the Company’s control.

Term and Termination

  • Term: This SLA is effective as of the Effective Date and continues for the duration of the Customer’s subscription to the Service.
  • Termination: Either party may terminate this SLA with 30 days’ notice if the other party fails to comply with the terms of this SLA.

Changes to SLA

The Company reserves the right to modify this SLA at any time. Customers will be notified of significant changes 30 days in advance. Continued use of the Service constitutes acceptance of the updated SLA.

Quick Contact

By using our Services, you acknowledge that you have read, understood, and agree to comply with this Service Level Agreement. For questions or concerns about this Policy, please use the following form: