Service Level Agreement (SLA)

Effective Date: 19-Mar-2026

This Service Level Agreement ("SLA") governs the availability and support standards for X10X.in, operated by Abhay Archery Academy, India.

1. Scope of Services

X10X.in provides a web-based SaaS platform for:

• User management (Coaches, Judges, Scorers)
• Automated target assignments
• Elimination pairings
• Real-time scoring
• Reports and certificate generation

2. Service Availability

We aim to maintain:

• 99% monthly uptime, excluding scheduled maintenance
• Planned maintenance notifications at least 24 hours in advance (where feasible)

Uptime excludes:

• Force majeure events
• Internet outages beyond our control
• Third-party service failures (e.g., payment gateways, cloud providers)
• User-side device or network failures

3. Support Services

Support is available via email at:

contact@abhayarchery.com

Response Time Targets

• Critical Issue (Platform Down): Within 6 business hours
• Major Issue (Feature Not Working): Within 24 business hours
• General Queries: Within 48 business hours

4. Data Backup

• Periodic automated backups are maintained.
• Backup retention duration may vary based on system architecture.
• Restoration requests are subject to technical feasibility.

5. Client Responsibilities

Users and organizers must:

• Provide accurate data inputs
• Maintain secure login credentials
• Ensure lawful consent for participant data
• Use updated browsers and secure networks

6. Service Credits

At this time, X10X.in does not provide monetary credits for temporary service interruptions unless agreed separately in a written enterprise agreement.

7. Limitation

This SLA does not guarantee uninterrupted or error-free service. Liability is limited as defined in the Terms of Use.

8. Governing Law

This SLA is governed by the laws of India. Jurisdiction shall lie in courts of Singrauli, Madhya Pradesh.