Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement ("SLA") describes service availability and support policies for the Vouus platform provided by iPrego Pte. Ltd., Singapore.

This SLA applies to customers with a valid Vouus subscription.

2. Scope of Services

Vouus is a cloud SaaS platform providing ERP, accounting, HR, CRM, analytics, and workflow automation.

• Enterprise Resource Planning (ERP)
• Accounting and finance automation
• Human resource management
• Customer relationship management (CRM)
• Business analytics and reporting
• Workflow automation

3. Service Availability

Target availability: 99.9% monthly uptime, measured as platform accessibility.

• scheduled maintenance
• emergency maintenance
• force majeure events
• internet disruptions outside our infrastructure
• third-party integration issues
• user misconfiguration or misuse

4. Scheduled Maintenance

Maintenance may occur during low-traffic periods with advance notice where possible.

5. Incident Management

Incidents are categorized by severity with response targets from 1 hour (critical) to 2 business days (low).

6. Support Channels

• email support
• customer support portal
• designated enterprise support channels

Support hours vary by subscription plan.

7. Data Backup and Recovery

Vouus maintains automated backups and recovery procedures; schedules may vary by operational requirements.

8. Security and Monitoring

Operational monitoring, alerts, performance tracking, and access controls help maintain stability and security.

9. Service Credits

If uptime falls below committed levels, customers may request subscription credits within 30 days of the incident.

• 99.0%–99.9%: 5% credit
• 95.0%–98.9%: 10% credit
• Below 95%: 20% credit

10. Customer Responsibilities

• maintaining secure login credentials
• configuring the platform appropriately
• compliance with applicable laws
• maintaining internet connectivity

11. Changes to the SLA

Material SLA changes will be communicated through official channels.

12. Governing Law

This SLA is governed by the laws of Singapore.

Disputes are subject to the jurisdiction of the courts of Singapore.

Contact

SLA inquiries: iPrego Pte. Ltd., Singapore. Email: support@example.com.