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Service Level Agreement (SLA)

Last updated: June 18, 2026

This Service Level Agreement ("SLA") defines the service availability and support commitments provided by ALLE TECH LLC FZ for the RepProX platform.

1. Service Availability

RepProX targets a monthly uptime availability of:

99.5% Service Availability

Availability is measured monthly and excludes:

  • Scheduled maintenance
  • Emergency maintenance
  • Force majeure events
  • Third-party outages outside RepProX control
  • Internet service provider failures
  • Customer infrastructure failures

2. Scheduled Maintenance

Scheduled maintenance may be performed periodically to maintain security, reliability, and performance. Where reasonably possible, advance notice will be provided.

3. Support Channels

Support requests may be submitted through:

  • Email: support@repprox.com
  • Customer Portal (where applicable)

Support requests may be submitted 24 hours per day.

4. Support Hours

Standard support is provided during business hours.

Business Hours: Monday to Friday, excluding UAE public holidays.

Critical incidents may receive priority attention outside standard business hours where reasonably possible.

5. Incident Priority Levels

Priority 1 (Critical)

Examples:

  • Complete system outage
  • Service unavailable for all users
  • Critical business interruption

Target Initial Response: Within 4 Business Hours

Priority 2 (High)

Examples:

  • Major functionality unavailable
  • Significant operational disruption

Target Initial Response: Within 8 Business Hours

Priority 3 (Medium)

Examples:

  • Partial functionality issues
  • Workaround available

Target Initial Response: Within 1 Business Day

Priority 4 (Low)

Examples:

  • General inquiries
  • Minor issues
  • Feature requests

Target Initial Response: Within 2 Business Days

6. Customer Responsibilities

Customers are responsible for:

  • Providing sufficient issue details
  • Designating authorized contacts
  • Maintaining internet connectivity
  • Maintaining supported devices and browsers

7. Exclusions

The SLA does not apply to:

  • Beta features
  • Third-party integrations
  • Customer-developed customizations
  • Customer infrastructure failures
  • Misuse of the Services

8. Service Credits

Unless specifically agreed within a separate written agreement, this SLA does not provide automatic financial credits.

9. Modifications

ALLE TECH may revise this SLA periodically. Updated versions shall be published on the RepProX website.

10. Contact

support@repprox.com
https://www.repprox.com