Service Level Agreement (SLA)

1. Overview

This Service Level Agreement (“SLA”) outlines the service standards, responsibilities, and performance commitments provided by SecuredVIA Technologies (“Provider”) to its customers (“Client”) for hosted services, device connectivity, AI‑powered event processing, and platform support.

2. Services Covered

• SecuredVIA Cloud Platform (device registration, heartbeat API, event ingestion, dashboards)
• AI Event Processing Engine (motion detection, fusion logic, behavioral analysis)
• Device Connectivity Services (PIR sensors, cameras, IoT devices)
• Data Storage & Logging (MongoDB‑backed event storage)
• Customer Support & Technical Assistance

3. Service Availability

SecuredVIA commits to the following uptime targets:

• Cloud Platform & APIs — 99.9%
• AI Event Processing — 99.5%
• Dashboard & Web Interface — 99.5%

Scheduled maintenance is excluded and will be communicated at least 48 hours in advance.

4. Incident Response & Resolution

• Critical: Response 15 min • Resolution 4 hours
• High: Response 30 min • Resolution 8 hours
• Medium: Response 4 hours • Resolution 48 hours
• Low: Response 24 hours • Resolution 5 business days

5. Monitoring & Reporting

• Device heartbeat intervals
• Event ingestion latency
• AI processing queue health
• API response times
• Database and storage performance

6. Client Responsibilities

• Ensure proper installation of SecuredVIA devices
• Maintain stable network connectivity
• Keep firmware and configurations updated
• Report issues promptly with logs or timestamps
• Use APIs and dashboards as documented

7. Maintenance & Updates

SecuredVIA performs routine maintenance, feature updates, and emergency fixes. Maintenance windows are scheduled during low‑traffic periods whenever possible.

8. Data Protection & Security

SecuredVIA uses industry‑standard security practices including encrypted communication, secure authentication, encrypted storage, and regular audits. Client data is never sold or shared except as required by law.

9. Service Credits

If uptime commitments are not met, the Client may receive service credits:

• 99.0%–99.89% — 5% credit
• 98.0%–98.99% — 10% credit
• Below 98.0% — 20% credit

10. Term & Changes

This SLA remains in effect for the duration of the Client’s subscription. SecuredVIA may update the SLA with 30 days’ notice.

11. Contact & Escalation

For support or escalation:

SecuredVIA Technologies
Email: [email protected]
Website: https://securedvia.com