Service Level Agreement (SLA)
This Service Level Agreement ("SLA") describes the service standards, support commitments, communication procedures, and responsibilities applicable to services provided by FINITY IT BD. This SLA is designed to provide clients with clear expectations regarding service delivery, technical support, maintenance, response times, and ongoing communication. The specific services covered by this SLA depend on the services purchased and the terms agreed upon between FINITY IT BD and the client.
At FINITY IT BD, we aim to provide reliable, professional, and responsive technology services to businesses and organizations worldwide.
Our services may include:
This SLA establishes general service expectations. Individual projects or service agreements may contain additional terms, requirements, response times, or service commitments.
Where a signed contract or project agreement contains terms that differ from this SLA, the specific written agreement will take precedence for that project or service.
FINITY IT BD aims to maintain reliable availability for services under our direct management.
For hosting, cloud, maintenance, and managed services, availability may depend on third-party infrastructure providers, data centers, domain registrars, cloud platforms, internet service providers, APIs, and other external technologies.
Service availability may therefore be affected by circumstances outside FINITY IT BD’s direct control.
We may occasionally perform scheduled maintenance to:
Whenever reasonably possible, clients will be informed of planned maintenance that may significantly affect their services.
Support availability depends on the service package purchased by the client.
Support may include assistance with:
Support requests should be submitted through the designated communication channel provided by FINITY IT BD.
We categorize support requests according to their severity and potential business impact.
| Priority | Description | Target Initial Response |
|---|---|---|
| Critical | Major service disruption affecting an essential production system | Within 4 business hours |
| High | Significant issue affecting important functionality | Within 8 business hours |
| Medium | Limited functionality or non-critical technical issue | Within 1 business day |
| Low | General questions, minor requests, or informational support | Within 2 business days |
Important: Response time is the target time for acknowledging and beginning to assess a request. It is not a guaranteed resolution time.
Resolution time depends on the nature and complexity of the issue.
A critical issue may include circumstances such as:
When a critical incident is reported, FINITY IT BD will prioritize investigation and take reasonable steps to restore the affected service.
Where appropriate, we may provide updates during the incident until the service is restored or a temporary workaround is implemented.
For web development, software development, and application projects, support and delivery are generally governed by the project’s agreed scope, timeline, milestones, and contract.
Project timelines may depend on:
Delays caused by incomplete information, delayed approvals, or third-party services may affect the estimated delivery schedule.
Where a client has an active maintenance agreement, FINITY IT BD may provide services such as:
The exact maintenance scope depends on the client’s selected package or agreement.
Maintenance does not automatically include redesign, new features, major development work, or changes outside the agreed scope.
For hosting and cloud-related services, FINITY IT BD may rely on third-party infrastructure providers.
Hosting performance can be affected by:
FINITY IT BD will make reasonable efforts to investigate and address issues under our control.
Third-party infrastructure outages are not considered a direct failure of FINITY IT BD where the underlying provider is responsible for the disruption.
Domain registration and renewal services are subject to the policies and availability of the applicable domain registrar or registry.
Clients are responsible for providing accurate registration information and ensuring that domains are renewed on time.
FINITY IT BD is not responsible for domain suspension, expiration, transfer restrictions, or loss resulting from inaccurate information, failed payments, or client failure to provide required authorization.
Where backups are included in a client’s service package, FINITY IT BD will perform backups according to the agreed backup schedule.
However, clients should maintain independent copies of critical business data whenever possible.
Backup availability may depend on:
Backups should not be considered an absolute guarantee against data loss.
FINITY IT BD takes reasonable technical measures to help protect client systems and websites.
Depending on the service, these measures may include:
However, no internet-connected system can be guaranteed to be completely secure.
Clients are responsible for maintaining secure passwords, authorized user access, and appropriate security practices.
Successful service delivery requires cooperation from the client.
Clients are expected to:
Delays resulting from unavailable information, access, approvals, or client-side changes may affect service delivery timelines.
Many digital projects depend on third-party services and platforms, including:
FINITY IT BD cannot guarantee uninterrupted availability or performance of third-party services.
Where an issue originates with a third-party provider, we will make reasonable efforts to identify the problem and assist with troubleshooting.
The following may fall outside standard support:
Additional charges may apply for work outside the agreed service scope.
A support request may become a separate development or service task if it requires significant work beyond the client’s existing agreement.
Examples include:
In such cases, FINITY IT BD may provide a separate quotation or project proposal.
FINITY IT BD may communicate with clients through agreed communication channels such as:
For important technical or contractual matters, email or another documented communication channel may be preferred.
Unless specifically stated in a signed contract or service package, this SLA does not automatically provide service credits, refunds, or financial compensation for service interruptions.
Any service credits or compensation arrangements must be specifically agreed upon in writing.
The response times and service targets described in this SLA represent reasonable service targets and commitments, unless a separate written agreement specifically states that a particular service level is guaranteed.
Response time does not mean guaranteed resolution time.
Some issues may require additional investigation, third-party intervention, replacement infrastructure, client approval, or development work.
FINITY IT BD will not be responsible for failure or delay caused by circumstances outside our reasonable control.
Such circumstances may include:
FINITY IT BD may update this Service Level Agreement from time to time to reflect changes in our services, technologies, business practices, or legal requirements.
The latest version published on this website will represent the current general SLA unless a separate agreement states otherwise.
If you experience a technical issue or need assistance with an active service, please contact our team through the appropriate support channel.
Smart IT Solution
Email: info@finitybd.com
Support: support@finitybd.com
Phone: +8801601-001157
Location: Dhaka, Bangladesh
Service Area: Worldwide
Website: finitybd.com