This Service Level Agreement (SLA) defines the performance, availability, and support standards that ITNS-Global Private Limited commits to for managed service clients. These terms apply to all monthly managed service engagements unless superseded by a separate written SLA in a specific service agreement.
SLA credits are the sole and exclusive remedy for service availability failures. They do not constitute an admission of liability and are subject to the limitations set out in our Terms of Service.
| Service Tier | Uptime Target | Measurement Period |
|---|---|---|
| Cloud Start (P.19) | 99.5% | Monthly |
| Managed Cloud Pro (P.20) | 99.9% | Monthly |
| Cloud Enterprise (P.21) | 99.95% | Monthly |
| MSP Microsoft 365 (P.07–P.12) | Per Microsoft's published SLA (≥99.9%) | Monthly |
| Managed Stability (P.23) | 99.5% | Monthly |
| Cloud Ops (P.24) | 99.9% | Monthly |
| Security Managed Service (P.25) | 99.9% SIEM uptime | Monthly |
| AIOps (P.26) | 99.9% platform uptime | Monthly |
| WebApps Maintenance (P.34) | Per underlying hosting SLA | Monthly |
Uptime is calculated as: ((Total Minutes − Downtime Minutes) / Total Minutes) × 100
| Priority | Definition | Initial Response | Resolution Target |
|---|---|---|---|
| P1 — Critical | Complete service outage or security incident affecting production systems | 2 hours (24/7) | 4 hours (best effort) |
| P2 — High | Major feature unavailable; significant performance degradation; potential security concern | 4 hours (business hours) | 8 hours (best effort) |
| P3 — Medium | Minor feature impacted; workaround available; non-critical issue | 1 business day | 3 business days |
| P4 — Low | General query, enhancement request, cosmetic issue, documentation request | 2 business days | Monthly sprint |
Business hours: Monday to Friday, 9:00 AM – 7:00 PM IST, excluding Indian public holidays. P1 incidents are handled 24/7 for Cloud Enterprise (P.21) and Security Managed Service (P.25) clients.
P1 incidents must be reported by phone to ensure immediate response. All other incidents should be submitted by email with a clear description, affected service, business impact, and any error messages or logs.
Downtime or performance degradation caused by the following is excluded from SLA calculations:
Where ITNS-Global fails to meet the contracted uptime target in any calendar month, eligible clients receive service credits applied to the following month's invoice:
| Actual Monthly Uptime | Service Credit |
|---|---|
| Below target, ≥ 99.0% | 5% of monthly fee |
| Below 99.0%, ≥ 98.0% | 10% of monthly fee |
| Below 98.0%, ≥ 95.0% | 20% of monthly fee |
| Below 95.0% | 30% of monthly fee |
ITNS-Global provides the following service reporting as standard for managed service clients:
ITNS-Global may revise SLA targets with 60 days' written notice. Revisions that reduce service levels require mutual written agreement for clients with active service agreements. New SLA terms apply automatically to new engagements from the effective date.
Hyderabad, Telangana, India
Email: consult@itns.in
Phone: +91 7799037755
Privacy & legal requests: within 30 days
General enquiries: within 3 business days