Service Level Agreement (SLA)

1. Service Availability

Tekzivo Cloud DAAS is committed to providing a target monthly uptime of 89.9% for production services, excluding scheduled maintenance and circumstances beyond our reasonable control.

Covered services include:

• Cloud Desktop (DAAS)
• Virtual Desktop Infrastructure (VDI)
• Remote Desktop Access
• Storage Services
• Backup Services
• Authentication & Active Directory Services

2. Planned Maintenance

Scheduled maintenance is necessary to maintain the security, stability, and performance of our infrastructure.

• Advance notice will be provided whenever reasonably possible.
• Maintenance is generally performed during off-peak hours.
• Emergency maintenance may be performed without prior notice if required to protect the platform.

3. Support Response Times

4. Customer Responsibilities

Customers are responsible for helping maintain a secure and reliable environment.

• Protect account credentials.
• Use strong passwords and enable MFA where available.
• Maintain local backups of critical data when required.
• Keep endpoint devices secure and updated.
• Report incidents or suspicious activity promptly.

5. Service Credits

If Tekzivo Cloud DAAS fails to meet the stated uptime commitment due solely to issues within our infrastructure, eligible customers may request service credits. All requests are reviewed individually and approved at Tekzivo's discretion in accordance with this SLA.

6. SLA Exclusions

This SLA does not apply to service interruptions resulting from:

• Customer configuration errors.
• Internet or ISP connectivity issues.
• Customer-owned hardware or software failures.
• Scheduled or emergency maintenance.
• Third-party software or licensing failures.
• Force majeure events including natural disasters, government actions, or widespread internet disruptions.

7. Incident Reporting

Customers should report service incidents as soon as possible through our support channels. Providing detailed information such as screenshots, timestamps, and error messages helps reduce resolution time.

8. Changes to This SLA

Tekzivo Cloud DAAS may update this Service Level Agreement from time to time. Any revisions will be published on this page with the updated revision date.

9. Contact Us