Service Level Agreement – Xharvoc Malta

Xharvoc Malta 🇲🇹
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1. Purpose

This Service Level Agreement (“SLA”) outlines the scope, quality, availability, and responsibilities between Xharvoc Information Technology Private Limited – Malta (“Xharvoc”, “we”, “our”) and the Client for the delivery of our services. It ensures mutual expectations and obligations are clearly defined to promote effective service delivery and dispute resolution.

2. Scope of Services

This SLA applies to the following services offered by Xharvoc in Malta:

Category	Services
Web Services	WordPress Development, Custom Website Design, E-commerce Websites
Digital Marketing	SEO, PPC Ads, Social Media Management, Email Campaigns
Consultancy	IT Consulting, Strategy Planning
Support Services	Maintenance, Bug Fixes, Feature Updates
Others	Graphic Design, Branding, API Integrations

3. Service Availability & Response Times

Service Type	Availability (CET)	Response Time	Resolution Time
Standard Support	Mon–Fri (9 AM–6 PM)	Within 12 hours	2–3 Business Days
Emergency Support	24/7 (via Priority Email)	Within 1 hour	6–12 Hours
Website Downtime	24/7 Monitoring	30 mins max	Immediate escalation
Feature Requests	Mon–Fri (9 AM–6 PM)	Within 48 hours	Case-by-case basis

☑ For priority clients and AMC (Annual Maintenance Contract) holders, guaranteed faster response/resolution applies.

4. Performance Metrics

We commit to the following service performance standards:

Metric	Target
Website Uptime	99.8% monthly
Bug Resolution	100% within 72 hours
SEO Deliverables	Monthly Reports
Support Ticket Acknowledgement	Within 4 working hours
Client Communication	Transparent updates every 2–3 days for active projects

5. Client Responsibilities

Clients are expected to:

Provide timely access to systems, content, and feedback.

Make payments as per agreed invoices and terms.

Maintain backup copies of their data unless Xharvoc is contracted to manage hosting/backups.

Respect all terms defined in the Terms of Use and Refund Policy.

6. Payment & Refund Terms

All payments are governed by the Terms of Use and Returns & Refund Policy. Xharvoc retains the right to:

Suspend services for overdue payments.

Reject refund requests not compliant with the criteria outlined in the Refund Policy.

Charge late fees of 1.5% per day for unpaid invoices.

7. Data Privacy & Security

Xharvoc ensures data protection and privacy under GDPR & CCPA.

We do not share client data with third parties unless explicitly required by law.

All security incidents will be reported within 72 hours as per our Privacy Policy.

8. Intellectual Property Rights

All deliverables remain Xharvoc’s intellectual property unless stated otherwise in a written agreement.

Clients receive a non-exclusive, non-transferable license to use the deliverables.

For custom source code ownership, a separate IP agreement must be signed.

9. Termination of SLA

Either party may terminate the SLA under the following conditions:

Condition	Action
Mutual Agreement	Written termination with 15-day notice
Breach of Terms	Immediate termination by Xharvoc
Non-Payment	Suspension followed by termination after 28 days of no response

All data access, credentials, and IP rights revert as per the signed terms.

10. Limitations of Liability

Xharvoc is not liable for indirect losses, data breaches caused by third-party platforms, or loss of revenue due to downtime.

Our liability is limited to the amount paid by the Client for the service in question.

11. Escalation Matrix

If service concerns remain unresolved:

Level	Contact	Method	Response Time
Level 1	Support Executive	support@xharvoc.com	12 hours
Level 2	Sr. Executive	operations@xharvoc.com	24 hours
Level 3	Grievance	gro@xharvoc.com	48 hours

12. Force Majeure

Xharvoc shall not be held liable for failure or delay in service delivery due to acts beyond reasonable control, including natural calamities, internet outages, or changes in law.

13. Dispute Resolution

All disputes will first be attempted to resolve through mutual discussion.

If unresolved, they will be handled under the laws of Malta, or as per international arbitration in India, Ireland, Estonia, Luxembourg, or Italy, depending on the client contract.

14. Updates to SLA

This SLA may be revised periodically. Continued use of our services implies agreement with the updated terms.

15. Contact Information

For SLA or service-related queries, contact:
📩 support@xharvoc.com
🏢 Xharvoc Information Technology Private Limited

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CIN: U72900DL2022PTC405542

Xharvoc Information Technology Private Limited

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