Effective date: [Date] · Version: 1.0 · Last updated: [Date]

1. Overview
This Service Level Agreement (“SLA”) describes the service availability, support response, and performance commitments that Gree Tech Solutions (“Gree Tech,” “we,” “us”) provides to its customers (“Customer,” “you”) for the services set out in your signed Order Form, Statement of Work, or Master Services Agreement (collectively, the “Agreement”).
This SLA forms part of the Agreement. Where this SLA conflicts with a signed Order Form or Statement of Work, the signed document prevails. Service commitments apply only to services you are actively subscribed to and for which fees are current.

2. Definitions
Term Meaning
Availability / Uptime The percentage of time in a calendar month that a covered service is operational and reachable, excluding Excluded Downtime (Section 9).
Downtime A period in which a covered service is unavailable, measured from the moment we detect it or you open a valid Priority 1/2 ticket, until service is restored.
Response Time The time between our receipt of a valid support request and the first meaningful human acknowledgment by an engineer who begins working the issue. (An automated ticket confirmation does not count as a response.)
Resolution / Restoration Time The target time to restore service or deliver a viable workaround for an incident. It is a target, not a guarantee, because root cause varies.
Business Hours [09:00–18:00], Monday to Friday, excluding public holidays in [Your Region / Time Zone].
24×7 Twenty-four hours a day, seven days a week, including holidays.
Scheduled Maintenance Planned work announced in advance under Section 8.
Service Credit The remedy issued when we miss an availability commitment, calculated as a percentage of the monthly fee for the affected service (Section 7).
RPO (Recovery Point Objective) The maximum acceptable amount of data loss, measured in time, after a disruption.
RTO (Recovery Time Objective) The maximum acceptable time to restore a service after a disruption.
CVSS The Common Vulnerability Scoring System used to rate the severity of security vulnerabilities.

3. Service Tiers
Availability and support commitments depend on the tier purchased. Your tier is named in your Order Form.
Tier Target Availability Max Downtime / Month* Max Downtime / Year* Support Coverage
Standard 99.9% ~43m 50s ~8h 46m Business Hours (8×5)
Business 99.95% ~21m 54s ~4h 23m 24×7 for P1/P2 · Business Hours for P3/P4
Enterprise 99.99% ~4m 23s ~52m 35s 24×7×365
Mission-Critical 99.999% ~26s ~5m 15s 24×7×365 · Dedicated engineer / TAM
*Downtime figures are calculated on a 30-day month and a 365-day year and are provided for reference. Availability is always measured per calendar month.
How to read this: “99.9%” allows for roughly 44 minutes of unplanned downtime in a month. Each additional “nine” reduces the allowance by a factor of ten. Higher tiers cost more because they demand redundant architecture and faster human response — only commit publicly to a tier you can consistently meet.

4. Incident Priority Levels
Every support request is classified by business impact. We assign the initial priority; we will agree any change with you.
Priority Definition Examples
P1 – Critical Complete outage of a production service, active data loss, or a security breach in progress. No workaround. Business operations halted. Production site/server down · ransomware or active intrusion detected · database unreachable · email/hosting fully offline
P2 – High Major degradation or partial outage of a production service. Significant impact, no acceptable workaround. Severe performance degradation · one node of a cluster failed · backup jobs failing · key feature unavailable
P3 – Medium Minor functionality affected. A workaround exists. Limited impact on operations. Non-critical service slow · intermittent minor errors · single non-production environment affected
P4 – Low Cosmetic issues, general questions, configuration requests, or scheduled work. How-to questions · feature/access requests · routine change requests · documentation queries

5. Response & Restoration Targets
Targets below are measured from the time a valid ticket is opened through your designated support channels (Section 6). Restoration targets assume reasonable Customer cooperation and access.
Standard (8×5)
Priority Response Target Restoration Target
P1 1 business hour 8 business hours
P2 4 business hours 1 business day
P3 8 business hours 3 business days
P4 1 business day Best effort / scheduled
Business (24×7 for P1/P2)
Priority Response Target Restoration Target
P1 30 minutes 4 hours
P2 1 hour 8 hours
P3 4 business hours 2 business days
P4 8 business hours Best effort / scheduled
Enterprise (24×7×365)
Priority Response Target Restoration Target
P1 15 minutes 2 hours
P2 30 minutes 4 hours
P3 2 business hours 1 business day
P4 4 business hours Best effort / scheduled
Mission-Critical (24×7×365, dedicated)
Priority Response Target Restoration Target
P1 15 minutes 1 hour
P2 30 minutes 2 hours
P3 1 business hour 8 business hours
P4 4 business hours Best effort / scheduled

6. Support Channels & Escalation
Channels
Support portal: [portal.greetechsolutions.com]
Email: [support@greetechsolutions.com]
Priority hotline (P1/P2): [Phone] — for Business tier and above
Emergency 24×7 line: [Phone] — Enterprise and Mission-Critical
To start the SLA clock, P1 and P2 incidents on 24×7 tiers must be raised by phone and logged in the portal.
Escalation matrix
If a target is missed or you are not satisfied with progress, escalate as follows:
Level Contact When to escalate
L1 Support Engineer / Service Desk Initial handling
L2 Senior Engineer / Shift Lead P1 unresolved after [1 hour]; P2 after [4 hours]
L3 Service Delivery Manager P1 unresolved after [2 hours]; or repeated breaches
L4 Head of Operations / Account Executive Major incident or contractual concern

7. Service Credits
If we fail to meet the Target Availability for a covered service in a calendar month, you may claim a Service Credit against that service’s next monthly invoice.
Actual Monthly Availability Service Credit (% of that service’s monthly fee)
Below target but ≥ 99.0% 10%
95.0% – 98.99% 25%
90.0% – 94.99% 50%
Below 90.0% 100%
Conditions: 1. Claim window. Submit a written claim within 30 days of the end of the affected month, including dates, times, and affected services. Claims after this window are waived. 2. Cap. Total Service Credits in any single month will not exceed 100% of that month’s fee for the affected service. 3. Sole remedy. Service Credits are your sole and exclusive remedy for any availability failure under this SLA. 4. Eligibility. Credits are available only if your account is current and not in breach of the Agreement or our Acceptable Use Policy. 5. Form. Credits are applied to future invoices and are not redeemable for cash.

8. Scheduled Maintenance
Routine maintenance keeps services secure and performant and is not counted as Downtime.
Standard maintenance window: [Sundays 02:00–06:00, Your Time Zone].
Notice: at least [5 business days] notice for planned maintenance expected to cause disruption, via email and/or the status page.
Emergency maintenance: where a critical security or stability fix is required, we may act with shorter or no notice and will inform you as soon as practical. Emergency maintenance is excluded from availability calculations.
Status page: live and upcoming maintenance is published at [status.greetechsolutions.com].

9. Exclusions (Excluded Downtime)
The following are not counted against availability targets and do not qualify for Service Credits:
Scheduled or emergency maintenance performed under Section 8.
Factors outside our reasonable control, including force majeure (natural disasters, war, civil unrest, government action, pandemics, widespread internet or utility failures).
Failures of third-party services, networks, or providers not under our direct management, including upstream ISPs, public cloud provider outages beyond our architecture, and Customer-procured software.
Issues caused by the Customer or its users: misconfiguration, unauthorized changes, exceeding agreed capacity, negligent or improper use, or Customer-supplied equipment, code, or credentials.
Suspension or termination of service for non-payment or breach of the Acceptable Use Policy.
Denial-of-service or other attacks exceeding the scope of contracted mitigation services.
Customer’s failure to follow our reasonable technical recommendations or to grant timely access required to resolve an incident.
Beta, trial, preview, or free-of-charge services, which are provided “as is” with no SLA.
DNS, domain registrar, or third-party certificate-authority delays outside our control.

10. Security Service Levels
For managed security, monitoring, and cybersecurity services, the following targets apply in addition to the above.
Vulnerability remediation (managed assets)
CVSS Severity Patch / Mitigation Target
Critical (9.0–10.0) Within 24 hours of a vendor-validated fix being available
High (7.0–8.9) Within 72 hours
Medium (4.0–6.9) Within 30 days
Low (0.1–3.9) Next scheduled maintenance cycle
Security incident response (SOC / managed detection)
Activity Target (24×7 SOC)
Critical alert acknowledgment 15 minutes
Initial triage & severity assignment 30 minutes
Containment action initiated (P1) 1 hour
Customer notification of confirmed incident Within [1 hour] of confirmation
Post-incident report delivered Within [5 business days]
We follow a documented incident-response process (identify, contain, eradicate, recover, review) and will coordinate with your nominated contacts throughout.

11. Backup & Disaster Recovery
For services that include managed backup or disaster recovery, the following objectives apply per tier. Specific values for your environment are confirmed in your Order Form.
Tier RPO (max data loss) RTO (max restore time) Backup Retention Restore Test
Standard 24 hours 8 hours [30 days] Annual
Business 4 hours 4 hours [60 days] Semi-annual
Enterprise 1 hour 2 hours [90 days] Quarterly
Mission-Critical 15 minutes 1 hour [12 months] Quarterly + on request
Backups are encrypted in transit and at rest. Restore requests are handled at the priority matching the underlying incident.

12. Service Performance & Reporting
Measurement. Availability is measured by our monitoring platform from multiple checkpoints at [1-minute] intervals. We treat our monitoring records as the authoritative source for availability calculations.
Reporting. SLA performance reports (uptime, ticket volumes, response/restoration adherence) are available [monthly via the portal / on request]. Enterprise and Mission-Critical tiers receive a scheduled service review.
Transparency. Major incidents are accompanied by a Root Cause Analysis (RCA) on request for P1 events.

13. Customer Responsibilities
To enable us to meet these commitments, you agree to:
Provide and keep current accurate technical and escalation contacts.
Report incidents promptly through the designated channels, with enough detail to reproduce or locate the issue.
Provide timely access, approvals, and information reasonably required to investigate and resolve incidents.
Maintain good security hygiene for any credentials, devices, and systems under your control.
Apply our reasonable recommendations and keep Customer-managed components within agreed configurations and capacity.
Keep your account in good financial standing.
Failure to meet these responsibilities may pause the relevant SLA clock for the period affected.

14. Chronic Problem & Termination
If we fail to meet the same P1 availability commitment in [three (3)] consecutive months, you may, as your additional remedy, request a formal service review and remediation plan. If material breaches continue for a further [60 days] after written notice, you may terminate the affected service without penalty, in accordance with the termination provisions of the Agreement.

15. Changes to this SLA
We may update this SLA from time to time to reflect changes in our services or operating practices. We will give at least [2 days] notice of any material change that reduces a committed service level, via email and/or the status page. Continued use of the service after the effective date constitutes acceptance.

16. Contact
Gree Tech Solutions ] M7 Meadows Block Bahria Town Lahore Support: [support@greetechsolutions.com] · [Phone] Web: [www.greetechsolutions.com]

This SLA is a commercial commitment between Gree Tech Solutions and the Customer. It should be read alongside your Master Services Agreement, Acceptable Use Policy, and Privacy Policy.