This Service Level Agreement (“SLA”) defines the service standards, responsibilities, and expectations between Ivometrix (Pvt) Ltd and its clients when providing software development and technology services.

This SLA is designed to ensure transparency, reliability, and a clear understanding of service delivery expectations.

1. Introduction

Ivometrix (Pvt) Ltd provides professional software development solutions, including:

Custom Software Development
Web Application Development
Mobile Application Development
Website Development
UI/UX Design
Software Maintenance
Technical Support
System Integration
Digital Technology Solutions

This SLA outlines the level of service clients can expect and the responsibilities of both Ivometrix and the client.

2. Scope of Services

The services covered under this SLA may include:

Software development and implementation
Website and application maintenance
Bug fixing and technical improvements
System monitoring and updates
Consultation and technical support
Performance optimization

Specific services, deliverables, timelines, and support requirements will be defined in the relevant project agreement or service proposal.

3. Service Availability

Ivometrix aims to provide reliable and consistent services to all clients.

For hosted systems, applications, or maintenance services, availability targets may be agreed upon separately depending on:

Project requirements
Hosting environment
Third-party service providers
Service package selected

Scheduled maintenance, updates, security improvements, and technical upgrades may temporarily affect availability.

Where possible, clients will be notified before planned maintenance activities.

4. Support Services

Ivometrix provides technical support to assist clients with service-related issues.

Support may include:

Technical troubleshooting
Bug investigation
Software guidance
Performance-related issues
System updates

Support availability and response times may vary depending on the selected service agreement.

5. Issue Priority Levels

Issues reported by clients may be categorized as follows:

Critical Issues

Issues that significantly affect system availability or essential functionality.

Examples:

Complete system downtime
Major security issues
Critical application failures

Response Priority: Highest priority

High Priority Issues

Issues affecting important features but where the system remains partially operational.

Examples:

Major functionality problems
Performance degradation
Important feature errors

Response Priority: High

Medium Priority Issues

Issues affecting limited features or requiring improvements.

Examples:

Minor bugs
Display issues
Non-critical functionality problems

Response Priority: Standard

Low Priority Requests

General requests, improvements, or feature suggestions.

Examples:

New features
Design adjustments
Enhancements

Response Priority: Scheduled based on project requirements.

6. Client Responsibilities

To ensure effective service delivery, clients agree to:

Provide accurate project information.
Provide required access and resources.
Report issues with sufficient details.
Respond to communication within reasonable timeframes.
Maintain required licenses and third-party accounts.

Delays caused by unavailable information, delayed approvals, or client-side issues may affect delivery schedules.

7. Maintenance and Updates

Ivometrix may provide maintenance services including:

Software updates
Security improvements
Performance optimization
Bug fixes
Technical enhancements

Maintenance activities will depend on the agreed service package or contract.

8. Security Commitment

Ivometrix follows reasonable security practices to protect client systems and information.

Security measures may include:

Secure development practices
Access control management
Data protection procedures
Regular updates and improvements

However, no online system can guarantee complete protection against all security threats.

9. Backup and Data Protection

Clients are responsible for maintaining backups unless backup services are specifically included in the service agreement.

Where Ivometrix provides backup services, backup frequency, storage duration, and recovery procedures will be defined separately.

10. Third-Party Dependencies

Some services may depend on third-party providers, including:

Hosting companies
Cloud platforms
Domain providers
External APIs
Payment gateways

Ivometrix is not responsible for failures, downtime, or service changes caused by third-party providers.

11. Service Limitations

This SLA does not cover issues caused by:

Client modifications without approval
Unauthorized access
Third-party software failures
Internet connectivity problems
Incorrect usage of systems
Force majeure events

12. Confidentiality

Ivometrix respects the confidentiality of all client information.

Client data, business information, software requirements, and technical details will only be used for providing agreed services and will not be disclosed without authorization unless required by law.