Purpose
This Service Level Agreement (SLA) outlines the terms, conditions, and expected levels of service provided by YISolutions to its clients. Our goal is to ensure the highest quality of service and support.
Scope of Services
This SLA applies to the following services provided by YISolutions
- Domain and Hosting Services
- Website Design and Development
- Software Development
- Digital Marketing Services
- Cybersecurity Solutions
- Other IT-related services as agreed upon
Service Availability
We strive to ensure the following uptime levels for our services:
Response and Resolution Times
Our support team is available [24/7] to address issues below is general response and resolution times are as follows, it may vary as per SLA point 12:
| Priority Level | Response Time | Resolution Time |
|---|---|---|
| Critical (P1) | Within 1 hour | Within 4-6 hours |
| High (P2) | Within 2 hours | Within 8-10 hours |
| Medium (P3) | Within 4 hours | Within 24-30 hours |
| Low (P4) | Within 8 hours | Within 48 hours |
Maintenance and Downtime
Client Responsibilities
Client must;
- Provide accurate and up-to-date contact information.
- Ensure compliance with our Acceptable Use Policy (AUP).
- Notify us promptly (at support@yi.com.pk) of any issues or incidents requiring support.
Exclusions
This SLA does not apply to:
- Issues caused by third-party software, hardware, or services.
- Problems resulting from misuse, negligence, or unauthorized modifications by the client.
- Force majeure events, including natural disasters, power outages, or other circumstances beyond our control.
Credits for Service Downtime
Clients may be eligible for service credits in the event of significant downtime. Requests for credits must be submitted within [3] days of the incident and are subject to review.
Term and Termination
This SLA remains effective as long as the client maintains an active agreement with YISolutions. Either party may terminate this SLA by providing [30] days’ written notice.
Dispute Resolution
Any disputes arising from this SLA will be resolved through negotiation. If unresolved, disputes will be subject to arbitration in accordance with [governing law].
Defining Tiers
- Cloud Servers,
- Virtual Private Servers,
- Shared Hosting (Minimum plan # 4)
- Cloud Servers
- Shared Hosting
- SMTP Clients (higher than 2nd plan)
- Cloud Servers (first plan)
- shared hosting (first 2 plans)
- any other client which does not come under Top or Medium list.
- SMTP Clients (first 2 plans)
Support Policy Based on Tier
Response and Resolution Times
Set different response and resolution times for each tier:
| Priority Level | Top Priority Clients | Medium Priority Clients | Low Priority Clients |
|---|---|---|---|
| Critical (P1) | Response: Within 30 minutes | Response: Within 1 hours | Response: Within 4 hours |
| High (P2) | Response: Within 1 hours | Response: Within 4 hours | Response: Within 8 hours |
| Medium (P3) | Response: Within 4 hours | Response: Within 8 hours | Response: Within 24 hours |
| Low (P4) | Response: Within 8 hours | Response: Within 24 hours | Response: Within 48 hours |
Availability of Support
- Top Priority Clients: 24/7 dedicated support via multiple channels (phone, email, whatsapp).
- Medium Priority Clients: Support during business hours (phone, email, whatsapp) and 24/7 via email only.
- Low Priority Clients: Support through email only, with no after-hours support.
Contact Us
If you have any questions or concerns about this Privacy Policy, please contact us at:
- YISolutions
- Office no 1, Building no 103C, Jami Commercial Street 11, D.H.A. Phase 7, Karachi, Pakistan
- +92-345-3348026
- info@yi.com.pk