Service Level Agreement (SLA)

Effective Date: June 1, 2025

This Service Level Agreement (SLA) outlines the service standards and commitments provided by Neyox Outsourcing Pvt Ltd (“Neyox”, “we”, “us”, or “our”) to users (“you”, “your”) of our services. This SLA is governed by and forms part of our general Terms of Use. It applies separately to each account receiving services from Neyox.

1.  Service Commitment

1.1 Uptime Guarantee
Neyox is committed to delivering 99.9% service uptime, measured on a monthly basis. This uptime excludes periods of scheduled maintenance, which are addressed below.

2. Scheduled Maintenance

2.1 Notification and Timing
Scheduled maintenance activities will not be counted against the monthly uptime percentage.
We will provide a minimum of 48 hours’ notice for scheduled maintenance and will aim to conduct such work during off-peak hours to minimize disruption.

3. Support

3.1 Support Availability

• Email support is available 24/7.

3.2 Response Times
Response times vary based on your service plan:

• Agency clients receive priority response.
• For standard plans, our team aims to respond to email inquiries within 24 hours.

4. Exclusions

This SLA does not apply to service interruptions or performance issues resulting from:
i) Circumstances beyond Neyox’s reasonable control (force majeure events)
ii) Your own actions or omissions, or those of third parties not acting under Neyox’s direction
iii) Failures of your own hardware, software, or third-party services not under Neyox’s management

5. Modifications to SLA

We reserve the right to modify or update this SLA as necessary, in accordance with our Terms of Use. Any changes will be communicated to you via email or other appropriate channels.

6. Limitations and Service Credits

6.1 Exclusive Remedy
This SLA sets forth your sole and exclusive remedy for any downtime or service performance issues.
If Neyox fails to meet the service uptime commitment in a given billing cycle, affected users may be eligible for a service credit equivalent to up to one month of service fees.
Service credits have no cash value and are non-transferable.

7. Governing Law

This SLA shall be governed and interpreted in accordance with the laws of India, without regard to its conflict of law principles.

8. Contact Us

For any questions or concerns regarding this SLA, please reach out to us at support@neyox.com