Service Level Agreement (SLA)
Last Updated: 03 June 2026
This Service Level Agreement defines the service commitments provided by Tekzivo Cloud to its customers.
1. Service Availability
Tekzivo Cloud aims to provide a monthly uptime of 99.9% for all production cloud services.
- Cloud Desktop Services
- Active Directory Services
- Storage Services
- Backup Services
- Remote Access Services
2. Planned Maintenance
Scheduled maintenance activities may occasionally require temporary service interruptions.
- Advance notice will be provided whenever possible.
- Maintenance windows are generally scheduled during off-peak hours.
3. Support Response Times
| Priority |
Response Time |
| Critical |
1 Hour |
| High |
4 Hours |
| Medium |
8 Hours |
| Low |
24 Hours |
4. Customer Responsibilities
Customers are responsible for maintaining secure credentials and following security best practices.
- Use strong passwords.
- Protect account access.
- Maintain local backups where necessary.
- Report incidents promptly.
5. Service Credits
In the event of prolonged service outages caused solely by Tekzivo infrastructure, customers may be eligible for service credits subject to review.
6. SLA Exclusions
The SLA does not apply to:
- Customer-caused outages.
- Internet connectivity issues outside Tekzivo control.
- Force majeure events.
- Scheduled maintenance windows.
- Third-party software failures.
7. Incident Reporting
Customers should report service incidents immediately through the support portal or support channels.
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