Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") defines the uptime commitments, response time guarantees, escalation procedures, and service credit provisions applicable to TR7 support packages. This SLA forms part of the Service Agreement between TR7 Ltd ("TR7") and the customer ("Customer").

2. Uptime Commitment

TR7 commits to the following platform availability targets for customers with an active support agreement:

Elite Support: 99.99% monthly uptime — 24/7/365 coverage
Premium Support: 99.95% monthly uptime — 7x8 extended hours
Advanced Support: 99.9% monthly uptime — 5x8 business hours
Standard Support: 99.5% monthly uptime — 5x8 business hours
Partner Support: As defined by certified TR7 partner — 5x8 business hours
Maint Support: Automated updates and security feeds — 5x8 business hours, portal-based

Uptime is calculated as: (Total minutes in month − Downtime minutes) / Total minutes in month × 100. Scheduled maintenance windows, communicated at least 48 hours in advance, are excluded from downtime calculations.

3. Response Time Guarantees

Response times are measured from the moment a support ticket is submitted through an authorised channel. First Response Time (FRT) and Technical Response/Action Time (TRAT) vary by severity level and support tier:

Severity 1 — Critical: Complete service outage or critical security breach affecting production systems.
• Elite: 5 min FRT / 10 min TRAT
• Premium: 15 min FRT / 30 min TRAT
• Advanced: 30 min FRT / 60 min TRAT
• Standard: 60 min FRT / 120 min TRAT
• Partner: 30 min FRT / 60 min TRAT

Severity 2 — High: Significant degradation of service functionality or performance impacting business operations.
• Elite: 10 min FRT / 20 min TRAT
• Premium: 30 min FRT / 120 min TRAT
• Advanced: 60 min FRT / 240 min TRAT
• Standard: 120 min FRT / 480 min TRAT
• Partner: 60 min FRT / 240 min TRAT

Severity 3 — Medium: Partial loss of non-critical functionality with a workaround available.
• Elite: 30 min FRT / 60 min TRAT
• Premium: 120 min FRT / 240 min TRAT
• Advanced: 240 min FRT / 480 min TRAT
• Standard: 480 min FRT / 960 min TRAT
• Partner: 240 min FRT / 480 min TRAT

Severity 4 — Low: General questions, feature requests, or minor issues with no immediate business impact.
• Elite: 60 min FRT / 240 min TRAT
• Premium: 240 min FRT / 480 min TRAT
• Advanced: 480 min FRT / 960 min TRAT
• Standard: 960 min FRT / 1920 min TRAT
• Partner: 480 min FRT / 960 min TRAT

4. Escalation Procedures

TR7 operates a structured escalation process to ensure timely resolution:

Level 1 — Support Engineer: Initial triage, diagnostics, and resolution of known issues. Target: within the defined FRT.

Level 2 — Senior Engineer: Escalated if unresolved within 2x the initial response time. Deep technical investigation and root cause analysis.

Level 3 — Engineering Lead / R&D: Escalated if unresolved within 4x the initial response time. Direct involvement of product engineering team.

Management Escalation: Available at any time upon Customer request. Direct access to TR7 management for critical issues.

Elite Support: Dedicated Technical Account Manager (TAM), direct phone line to senior engineers, emergency hotline access 24/7/365. Severity 1 issues are assigned a dedicated engineer who remains with the issue until resolution.

Premium Support: Dedicated TAM, direct access to experienced engineers, semi-annual business reviews.

Partner Support: If partner response times are not met, TR7 direct intervention is triggered as a quality assurance mechanism.

5. Service Credits

If TR7 fails to meet the applicable uptime commitment in any calendar month, the Customer is entitled to request service credits as follows:

99.0% – 99.9% uptime: 5% credit of monthly service fee
95.0% – 98.99% uptime: 10% credit of monthly service fee
90.0% – 94.99% uptime: 25% credit of monthly service fee
Below 90.0% uptime: 30% credit of monthly service fee

Service credits must be requested in writing within fifteen (15) days of the end of the affected month. Credits are applied against future invoices only and are non-refundable. Total service credits in any calendar month shall not exceed 30% of the monthly service fee for that month. Service credits constitute the Customer's sole and exclusive remedy for any failure to meet the uptime commitments set out in this SLA. Service credits shall not be cumulative across multiple months.

6. Exclusions

The following are excluded from SLA calculations and do not qualify for service credits:

• Scheduled maintenance windows communicated at least 48 hours in advance.
• Downtime caused by factors outside TR7's reasonable control, including force majeure events, internet service provider failures, or third-party infrastructure issues.
• Downtime resulting from the Customer's actions, configurations, or failure to follow TR7's recommendations.
• Downtime caused by the Customer's use of the Software in a manner inconsistent with the Documentation or outside supported configurations.
• Denial-of-service attacks or other malicious activity directed at the Customer's infrastructure.
• Issues arising from the Customer's failure to maintain a supported version of the Software.

7. Measurement and Reporting

TR7 monitors platform availability using automated monitoring systems. Monthly uptime reports are available to customers with Premium and Elite support tiers upon request. In the event of a dispute regarding uptime measurements, TR7's monitoring data shall be considered the authoritative source unless the Customer can provide independently verifiable evidence to the contrary.

8. Support Channels

Online Portal: 24/7 ticket submission and tracking at my.tr7.com — available to all support tiers
Email: support@tr7.com — available to all support tiers
Direct Phone: Elite: 24/7 all hours / Premium: 7x8 extended hours / Advanced: 5x8 business hours / Standard: 5x8 business hours
Emergency Hotline: Available for Elite support tier for Severity 1 issues (24/7/365)
Partner Channel: Partner Support customers contact their certified TR7 partner directly
Maint Support: Portal-based only — no direct phone support included

Included Remote Assistance:
• Elite: 24 hours annually (priority access, no waiting periods)
• Premium: 12 hours annually (priority scheduling)
• Advanced: 6 hours annually
• Standard / Maint: Not included

9. Modifications

TR7 reserves the right to modify this SLA with at least sixty (60) days' written notice to affected customers. Modifications shall not apply retroactively and shall not reduce the service levels applicable to existing contracts during their current term.

10. Governing Law

This SLA is subject to the governing law provisions of the applicable Service Agreement.