Legal Document

Service Level Agreement

Last updated: 1 February 2026 · Applies to: Technical Partnership Retainer engagements

Note: This SLA applies exclusively to ongoing Technical Partnership Retainer agreements. It does not apply to fixed-price project engagements unless explicitly incorporated by a separate written agreement.

1. Scope

This Service Level Agreement (“SLA”) defines the service standards AxisEdge Technologies (“AxisEdge”) will maintain for Clients on an active Technical Partnership Retainer. It defines response times, support tiers, escalation procedures, and remedies for service failure.

2. Support Tiers and Response Times

Priority	Definition	Initial Response	Resolution Target
P1 — Critical	Production system down; complete service unavailability; security breach	2 hours	8 hours
P2 — High	Major feature unavailable; significant performance degradation affecting business operations	4 hours	24 hours
P3 — Medium	Non-critical feature impaired; workaround available; performance issue with limited business impact	1 business day	3 business days
P4 — Low	Minor issues; cosmetic defects; non-urgent feature requests	2 business days	Next sprint

Business hours: Monday–Friday, 09:00–18:00 GMT/EST. P1 support available 24/7 for qualifying retainer tiers.

3. Communication Channels

Dedicated Slack Channel: Primary communication for all retainer clients. Available for business-hour queries.
Email: support@axisedge.tech — for formal issue logging
Emergency Hotline: Provided to clients on qualifying P1-eligible retainer tiers at contract signing

4. Monthly Deliverables (Retainer)

Clients on Technical Partnership Retainers receive:

Agreed monthly engineering hours allocated to development, maintenance, and support
Monthly performance and activity report
Monthly strategy/sync call (60 minutes)
Proactive monitoring alerts for critical infrastructure events
Security patch and dependency update management

Unused hours in a given month do not roll over unless agreed in writing at contract start.

5. Exclusions

This SLA does not apply to outages or degraded performance caused by:

Third-party infrastructure providers (AWS, Vercel, Cloudflare) where the failure originates from the provider
Changes made to the platform by the Client or third parties without AxisEdge's involvement
Force majeure events beyond AxisEdge's reasonable control
Client failure to maintain payment obligations (suspended accounts)
Scheduled maintenance windows communicated in advance with minimum 24-hour notice

6. Service Credits

If AxisEdge fails to meet response or resolution times for P1 or P2 issues without a valid exclusion, the Client is entitled to a service credit of 5% of the monthly retainer fee per verified breach, up to a maximum of 15% per calendar month. Service credits are applied to the next invoice and are not paid as cash. This constitutes the Client's sole remedy for SLA breaches.

7. Client Obligations

To enable effective support delivery, the Client agrees to:

Provide AxisEdge with appropriate access credentials and platform permissions
Designate an authorised technical contact who can make decisions on the Client's behalf
Respond to AxisEdge's requests for information or approvals within 24 hours during incident resolution
Maintain timely payment of retainer invoices

8. Review and Amendments

This SLA may be reviewed and updated annually or when material changes to the engagement scope occur. Changes will be communicated with 30 days' notice and incorporated into the next retainer renewal.

9. Contact

SLA-related enquiries: support@axisedge.tech