Service Level Agreement (SLA) Terms

This Service Level Agreement ("SLA") outlines the performance commitments and support standards provided by Sita Microsystems for our managed infrastructure services. This document is a reference for our standard terms; specific client contracts may supersede these general terms.

1. Service Availability Guarantee

We are committed to maintaining high availability for all critical infrastructure components managed by us.

• Datacenter & Core Networking: 99.99% Monthly Uptime
• Standard Managed Services: 99.9% Monthly Uptime

2. Incident Response Times

Our response times are prioritized based on the severity of the incident:

Severity Level	Definition	Response Time
Critical (S1)	Complete service outage; critical business impact.	< 1 Hour
High (S2)	Degraded performance; significant business impact.	< 4 Hours
Medium (S3)	Minor issue; limited impact.	< 24 Hours
Low (S4)	Information request or standard change request.	< 48 Hours

3. Scheduled Maintenance

To ensure system stability and security, we perform regular maintenance. We are committed to:

• Providing at least 48 hours notice for routine maintenance.
• Scheduling maintenance during off-peak hours (typically weekends or 12:00 AM - 6:00 AM local time), unless an emergency security patch is required.

4. Exclusions

This SLA does not cover outages caused by:

• Force majeure events (natural disasters, war, etc.).
• Client-side power or internet connectivity failures.
• Unauthorized modifications made by the client or third parties.