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Effective Date: January 1, 2025
Last Updated: January 1, 2025
Contact: info@dxbmark.com
Support: support@dxbmark.com
This Service Level Agreement (SLA) outlines DXBMARK’s commitments regarding service availability, performance, and support response times for clients. This SLA applies to all DXBMARK-provided services, including digital solutions, IT support, hosting, and consultancy.
📌 This SLA is governed by UAE laws and is aligned with industry best practices for IT and digital services.
By using DXBMARK services, you agree to the conditions outlined in this SLA.
DXBMARK aims to provide 99.9% uptime for critical services, excluding:
✔ Scheduled maintenance (notified in advance).
✔ Emergency security patches or fixes.
✔ Force majeure events (natural disasters, cyberattacks, regulatory shutdowns).
✔ Third-party service failures (e.g., cloud hosting providers, payment gateways).
📌 Clients experiencing downtime beyond SLA commitments may be eligible for service credits.
DXBMARK provides tiered support levels based on the urgency of issues:
| Issue Type | Response Time | Resolution Timeframe |
|---|---|---|
| Critical Issues (e.g., system outages, security breaches) | Response within 2 hours | Resolution within 6 hours |
| High-Priority Issues (e.g., website down, major functionality loss) | Response within 4 hours | Resolution within 12 hours |
| Medium Priority (e.g., performance issues, minor bugs) | Response within 12 hours | Resolution within 3 business days |
| Low Priority (e.g., feature requests, general inquiries) | Response within 24 hours | Resolution based on project timeline |
📌 Support is available via email at support@dxbmark.com.
🚨 Premium Support is available for clients with dedicated support contracts.
DXBMARK conducts regular updates and security maintenance to ensure service stability.
✔ Planned Maintenance: Clients receive a 48-hour notice for scheduled maintenance.
✔ Emergency Maintenance: DXBMARK may perform urgent updates without notice if security risks are detected.
📌 Maintenance activities typically occur outside peak hours to minimize disruptions.
To maintain optimal service performance, clients must:
✔ Provide accurate and up-to-date information regarding their service requests.
✔ Maintain strong passwords and security settings for accounts.
✔ Ensure that third-party integrations comply with DXBMARK security standards.
✔ Report issues promptly via support@dxbmark.com to avoid delays in resolution.
🚨 DXBMARK is not responsible for issues caused by client-side misconfigurations, unauthorized modifications, or third-party interventions.
If DXBMARK fails to meet SLA uptime commitments, affected clients may request service credits based on the duration of downtime:
| Downtime Duration | Service Credit Issued |
|---|---|
| 1 – 4 hours beyond SLA | 5% service credit |
| 4 – 12 hours beyond SLA | 10% service credit |
| More than 12 hours beyond SLA | 15% service credit |
📌 Service credits are not cash refunds and can only be applied to future invoices.
🚨 Exclusions:
DXBMARK reserves the right to suspend or terminate services if:
✔ The client fails to make payments for services.
✔ The client violates DXBMARK’s Acceptable Use Policy (AUP).
✔ There is evidence of fraudulent or illegal activities.
📌 For termination requests, clients must provide at least 30 days’ written notice.
✔ This SLA is governed by United Arab Emirates (UAE) commercial and IT laws.
✔ Any legal disputes related to service performance will be handled under Dubai courts.
📌 For legal matters, refer to our [Dispute Resolution Policy].
DXBMARK reserves the right to modify this Service Level Agreement to reflect changes in technology, regulations, or business needs. Updates will be:
✔ Published on our website.
✔ Communicated to customers via email if significant changes occur.
Last Updated: January 1, 2025
📧 For SLA-related inquiries, contact: info@dxbmark.com.
📌 [Terms & Conditions]
📌 [Privacy Policy]
📌 [Acceptable Use Policy]
📌 [Dispute Resolution Policy]
By using DXBMARK services, you acknowledge and agree to this Service Level Agreement (SLA).
At DXBMark, we craft experiences that drive success. With a commitment to innovation and excellence, we empower businesses to thrive in an ever-evolving digital landscape.
“DXBMark – Design. eXperience. Beyond – You Imagine, We Craft.”
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