IndustryX Suite is a product of SunONE Technologies Private Limited, headquartered in Pune, Maharashtra, India. This Service Level defines the service expectations, performance standards, and support commitments between us and our customers.
This SLA applies to IndustryX Suite’s hosted services, including account access, data storage, reporting tools, and integrations, as detailed in the Terms of Service.
We commit to 99.9% uptime per calendar month, excluding scheduled maintenance and unforeseen circumstances such as force majeure or network outages beyond our control.
Maintenance windows will be communicated in advance and performed during off-peak hours to minimize disruption. Based on the need any adhoc emergency downtime shall be announced
Our support team will strive to respond to critical incidents within 2 hours, subject to business days, working hours, and consultant availability. All reported incidents are monitored closely, and regular updates will be provided until resolution. Users are required to respond in a timely manner to ensure effective and collaborative resolution.
We perform regular backups to ensure business continuity and data integrity. Backup frequency and restoration services are available as per plan terms.
Data Backup Ownership : We understand the data sensitivity for every associate and urge customers to have your owned data backed up at regular intervals. Data Backup is client's responsibility.
Support is available Monday to Friday during business hours via email and ticketing systems. Emergency support is available as per subscription level.
We actively monitor system performance, database health, and infrastructure to ensure stability and scalability.
This SLA excludes issues arising from user configuration errors, unauthorized access, or third-party integrations outside our control.
There is no Liability or Compensation for service interruptions in whatsoever form and the same is specified in the Terms of Service and applicable laws.
This SLA may be updated periodically. Customers are requested to visit the company official page for the updates or reach out to company seeking the same. The onus of being informed about any agreement update, Terms of Service lies with the customer. Continued use of services after updates implies acceptance.
For support or service inquiries, contact us at support@industryxsuite.com.
Last Updated: September 2025