This Service Level Agreement (“SLA”) outlines the service standards, responsibilities, and expectations between Stantexx Business Solutions (“we”, “us”, “our”) and the client (“you”, “your”) regarding the delivery of our digital services, including Odoo ERP, VoIP & PBX, website hosting, domain & email services, and related support.
By using our services, you agree to the terms of this SLA.
🔧 1. Scope of Services
This SLA applies to the following services:
Odoo ERP implementation & support
VoIP & PBX systems
Website hosting & maintenance
Domain & email services
CRM integrations
Technical support & troubleshooting
📈 2. Service Availability (Uptime Commitment)
We aim to provide:
99.5% uptime for VoIP & PBX services
99.9% uptime for website hosting
99.9% uptime for email services
Business‑hours availability for Odoo support
Scheduled maintenance windows are excluded from uptime calculations and will be communicated in advance whenever possible.
🕒 3. Support Hours
Standard Support Hours:
Monday–Friday: 9:00 AM – 6:00 PM (EST)
Emergency Support (Critical Issues Only):
Available outside standard hours for:
Complete service outages
VoIP system failures
Email delivery failures
Website downtime
🚨 4. Issue Severity Levels & Response Times
Critical (System Down)
VoIP outage, email outage, website offline Response time: Within 1–2 hours Resolution target: Same day
High (Major Functionality Impacted)
CRM sync issues, call routing errors Response time: Within 4 hours Resolution target: 1–2 business days
Medium (Partial Impact)
Form errors, minor call quality issues Response time: Within 1 business day Resolution target: 2–4 business days
Low (Non‑urgent)
UI adjustments, minor updates Response time: Within 2 business days Resolution target: 3–7 business days
🔄 5. Client Responsibilities
To ensure smooth service delivery, you agree to:
Provide accurate information during onboarding
Maintain secure passwords and access controls
Notify us promptly of issues
Use services in compliance with our Acceptable Use Policy
Ensure stable internet connectivity for VoIP services
🛡 6. Exclusions
This SLA does not cover:
Issues caused by third‑party providers (ISPs, hosting vendors, etc.)
Client‑side hardware failures
Misuse or unauthorized modifications
Force majeure events (natural disasters, outages beyond our control)
Custom development outside agreed scope
💼 7. Maintenance & Updates
We may perform scheduled maintenance to:
Improve performance
Apply security patches
Upgrade systems
Deploy new features
We aim to schedule maintenance during low‑traffic hours.
💬 8. Communication & Reporting
We will communicate:
Outages
Maintenance windows
Security alerts
Major updates
via email or your preferred communication channel.
📜 9. Changes to SLA
We may update this SLA periodically. Continued use of our services indicates acceptance of the updated terms.
📬 10. Contact Information
For SLA‑related inquiries or support:
Email: info@stantexx.com Phone: +1-868-735-7826 Support Portal: "Coming Soon"