Enterprise Service Level Agreement (SLA)

1. Service Availability Commitment

EzyApp commits to providing a Monthly Uptime Percentage of 99.9%. This commitment applies to the core engines of EzyFlight, EzyBiz, Ebus, and Eblood instances.

2. Incident Severity & Support

EzyApp provides a dedicated Enterprise Support desk for medium-to-large private firms.

• Severity 1 (Critical): System-wide outage. Guaranteed response within 30 minutes. 24/7 coverage.
• Severity 2 (High): Key feature broken (e.g., Payment Gateway down). Response within 2 hours.
• Severity 3 (Normal): General queries or minor UI issues. Response within 24 business hours.

3. Maintenance Windows

Standard maintenance occurs every Sunday between 02:00 AM and 04:00 AM IST. Clients will receive an email notification 48 hours prior to any non-standard maintenance.

4. Disaster Recovery

EzyApp performs automated daily backups of all enterprise databases. In the event of a catastrophic failure, our RTO (Recovery Time Objective) is 4 hours and RPO (Recovery Point Objective) is 24 hours.

5. Software Lifecycle & Feature Development

6. User Management & Security Hierarchy

EzyApp supports complex organizational structures through Role-Based Access Control (RBAC):

• Hierarchical User Creation: Create department-specific logins (Sales, Finance, Lab Tech, Dispatcher).
• Permission Matrix: Define exact read/write permissions for every page and button within the application.
• Security Logs: A full forensic audit trail is maintained for all user interactions with the system.