Service Level Agreement (SLA)

Effective: May 25, 2026

SERVICE LEVEL AGREEMENT (SLA)

FOR BITRO LAB’S

Effective Date: 25 May 2026

This Service Level Agreement (“SLA”) defines the service standards, support commitments, responsibilities, and operational expectations for services provided by BitRo Lab’s (“Company”, “we”, “our”, or “us”).

This SLA applies to clients, customers, and authorized users utilizing BitRo Lab’s software products, APIs, cloud services, platforms, or technical solutions.

1. PURPOSE

The purpose of this SLA is to:

  • define service expectations
  • establish support procedures
  • outline uptime objectives
  • describe issue response processes
  • clarify responsibilities of both parties

2. SERVICES COVERED

This SLA may apply to:

  • SaaS platforms
  • APIs
  • cloud-hosted applications
  • software systems
  • web applications
  • mobile applications
  • maintenance services
  • technical support services

Specific services covered may be defined separately in client agreements or service contracts.

3. SERVICE AVAILABILITY

BitRo Lab’s aims to maintain high service availability.

Target Uptime

Target availability goal: _______% monthly uptime

Planned maintenance, emergency maintenance, force majeure events, and third-party failures may affect availability.

4. SCHEDULED MAINTENANCE

BitRo Lab’s may perform scheduled maintenance for:

  • updates
  • security patches
  • infrastructure upgrades
  • performance optimization

Reasonable efforts may be made to provide advance notice where practical.

5. SUPPORT HOURS

Standard Support

Support Availability:

Emergency Support

Critical security or service-impacting incidents may receive priority handling outside standard hours where possible.

6. INCIDENT PRIORITY LEVELS

Priority 1 — Critical

Examples:

  • complete system outage
  • major security incident
  • severe service disruption

Target Response Time: _______

Priority 2 — High

Examples:

  • significant feature malfunction
  • degraded system performance

Target Response Time: _______

Priority 3 — Medium

Examples:

  • minor feature issues
  • isolated functional problems

Target Response Time: _______

Priority 4 — Low

Examples:

  • cosmetic issues
  • general inquiries
  • enhancement requests

Target Response Time: _______

7. CLIENT RESPONSIBILITIES

Clients are responsible for:

  • providing accurate issue information
  • maintaining secure credentials
  • using supported environments
  • cooperating during troubleshooting
  • maintaining backups where appropriate

Failure to cooperate may impact support effectiveness.

8. SECURITY & INCIDENT HANDLING

BitRo Lab’s may implement reasonable security measures including:

  • monitoring systems
  • authentication controls
  • vulnerability management
  • access restrictions
  • infrastructure protections

Security incidents shall be handled according to internal response procedures.

9. EXCLUSIONS

This SLA does NOT cover issues caused by:

  • third-party service failures
  • internet outages
  • client-side misconfigurations
  • unsupported modifications
  • unauthorized access by users
  • force majeure events
  • malicious attacks beyond reasonable control

10. DATA BACKUP & RECOVERY

Where applicable, BitRo Lab’s may perform backups according to operational requirements.

However, clients are encouraged to maintain independent backups of critical data.

BitRo Lab’s does not guarantee complete prevention of data loss.

11. LIMITATION OF LIABILITY

BitRo Lab’s shall not be liable for:

  • indirect losses
  • business interruption
  • profit loss
  • reputational damage
  • third-party failures
  • cyberattacks
  • data loss beyond reasonable control

Total liability shall not exceed the amount paid for affected services.

12. SERVICE MODIFICATIONS

BitRo Lab’s reserves the right to:

  • update infrastructure
  • modify services
  • improve functionality
  • change support processes

Reasonable efforts shall be made to minimize disruption.

13. TERMINATION

This SLA may terminate upon:

  • service cancellation
  • contract termination
  • account suspension
  • non-payment
  • violation of applicable agreements

14. FORCE MAJEURE

BitRo Lab’s shall not be responsible for delays or failures caused by:

  • natural disasters
  • cyber incidents
  • power failures
  • internet disruptions
  • government actions
  • war
  • events beyond reasonable control

15. GOVERNING LAW

This SLA shall be governed by the laws of India.

16. CONTACT INFORMATION

BitRo Lab’s Support Email: _______________________ Website: ____________________________ Address: ____________________________

Emergency Contact (if applicable): __________________

ACCEPTANCE

By using BitRo Lab’s services, clients acknowledge that they have read and agreed to this Service Level Agreement.

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