AMC Service Level Agreement

1. Response, workaround and resolution

These three measures are different and are not interchangeable.

A response time is not a guaranteed resolution time.

2. Support channels

You can reach support through the channels set out in your plan:

• email: support@digitronix.io
• phone, using the support number provided to you
• WhatsApp, where this is officially supported for your plan
• a ticketing system, where one is provided under your plan
• remote support sessions arranged by our engineers
• on-site support, as described below

Please use the channel and details provided in your onboarding so that requests are logged and tracked.

3. Service hours

Service hours are set out in your AMC agreement or quotation. Response times are measured within those service hours unless your agreement says otherwise.

24/7 critical support is available only where it is included in your plan or quotation. Unless your agreement states that it applies to you, support is provided within the agreed service hours.

4. Remote-first support and on-site visits

We try to resolve issues remotely first, because this is usually the fastest route. We use on-site support where an issue cannot reasonably be resolved remotely, such as hardware work, and for scheduled visits included in your plan. On-site attendance depends on the visits included in your plan, on access to your premises and on availability, and may require agreement of a suitable time.

5. Priority levels

We assign each request a priority based on its business impact. We may reclassify a request if the facts change.

6. Targets by priority

Resolution objectives are targets, not guarantees, unless your AMC agreement expressly says otherwise.

7. Response times by plan

These are the response times we advertise for each plan. They apply to requests received during service hours and are measured as described above. 24/7 critical support applies only where it is included in the applicable plan or quotation.

8. Escalation

If you are concerned about progress, ask for the request to be escalated. We will raise it with a senior engineer or the account manager, who will review it and contact you. Escalation contact details are provided in your onboarding.

9. Exclusions

Service levels do not apply to, and we are not responsible for delay or failure caused by:

• internet service provider outages;
• Microsoft or other third-party service outages;
• hardware failure that requires replacement;
• software or systems that are not supported under your plan;
• changes made by you or others that we did not make or approve;
• security incidents caused by actions we did not support or recommend;
• events beyond our reasonable control (force majeure);
• planned maintenance;
• vendor delays and parts availability; and
• delays in gaining on-site access.

10. Maintenance windows

Some maintenance, such as patching and updates, is best done outside working hours. We will agree maintenance windows with you where work may affect your users, and we will tell you in advance where practicable. Planned maintenance is excluded from response and resolution measures.

11. Backups

Where backup monitoring or backup services are included in your plan, we monitor and check them as the plan describes. We are responsible for backups only where they are included in your plan. Otherwise you remain responsible for keeping your own backups.

12. Your responsibilities

• report issues through the agreed channels with enough detail to act on;
• give us timely remote and physical access to the systems and premises covered;
• name authorised contacts and tell us when they change;
• keep your licences, warranties and subscriptions current;
• not change covered systems in ways that affect support without telling us; and
• follow reasonable security recommendations.

13. Security obligations

We will use reasonable measures to protect access credentials and information we handle under the plan, and to limit access to the engineers who need it. You are responsible for the security of your own accounts and for promptly telling us if you suspect a security incident.

14. Asset inventory

Where your plan includes an asset inventory, we maintain a record of covered devices and systems. Please tell us about new or removed devices so that the inventory and coverage stay accurate.

15. Reporting and service reviews

Where reporting is included in your plan, we provide periodic reports on support activity and system health. We are happy to hold service reviews at intervals agreed with you.

16. Service credits

This agreement does not provide automatic service credits or refunds for missed targets. A service credit applies only if your signed AMC agreement expressly provides for one.

17. Renewal and termination

The term, renewal, fees and cancellation rights for your AMC are set out in your signed quotation or AMC agreement. See our Terms of Business and our Refund and Cancellation Policy for the general position.

18. Hardware replacement

Replacement hardware is not automatically included in an AMC. Replacement or repair of hardware is covered only where your plan or quotation says so; otherwise we can source replacement equipment under our Hardware Procurement Terms.

19. Contact

Digitronix Advanced Digital Technology Solutions LLC-FZ, Meydan Grandstand, 6th Floor, Al Meydan Road, Nad Al Sheba 1, Dubai, United Arab Emirates. Email: support@digitronix.io.