Service Level Agreement

Version: 1.0

Effective Date: September 14, 2026

1. Purpose

This Service Level Agreement ("SLA") describes the service availability, support commitments, and operational standards that Fitertz provides to organizations using the Fitertz platform. It is intended to clearly explain what customers can expect from Fitertz regarding platform reliability, support, maintenance, and service interruptions. This SLA forms part of the Fitertz Terms of Service.

2. Service Availability

Fitertz aims to maintain 99.5% monthly availability for the core Fitertz platform. Availability refers to the ability of users to access and use the core services provided by Fitertz. Availability calculations exclude scheduled maintenance, emergency maintenance, and service interruptions caused by circumstances outside Fitertz's reasonable control.

3. Scheduled Maintenance

Fitertz may periodically perform scheduled maintenance, upgrades, security updates, database maintenance, or infrastructure improvements to maintain and improve the platform. Wherever reasonably possible, Fitertz will provide advance notice of planned maintenance and schedule such activities during periods of lower expected usage. Emergency maintenance may be performed without advance notice when necessary to protect the security, stability, or integrity of the platform.

4. Customer Support

Fitertz provides customer support to help organizations resolve issues relating to the platform and its supported features. Standard support is available Monday through Saturday, 9:00 AM to 6:00 PM IST, through the support channels made available by Fitertz, which may include email, WhatsApp, and in-app support. Support availability and response times may vary depending on the customer's subscription plan and the nature of the request.

5. Incident Priority and Response

Fitertz classifies service issues according to their impact on customers. Critical incidents, such as a complete platform outage or widespread inability to access essential services, are targeted for an initial response within 2 hours. High-priority incidents, which significantly affect important functionality but do not result in a complete outage, are targeted for an initial response within 8 business hours. Medium-priority issues, such as limited functionality or non-critical bugs, are targeted for an initial response within 2 business days. General questions, feature requests, and enhancement suggestions are handled on a best-effort basis.

Response times represent the target time for Fitertz to acknowledge and begin assessing an issue and do not represent a guaranteed resolution time.

6. Data Backup and Recovery

Fitertz maintains backup and recovery mechanisms designed to protect customer data and support recovery in the event of infrastructure failure, accidental data loss, or other technical incidents. Backups are maintained as part of Fitertz's operational and disaster-recovery practices. Backup availability and retention may vary depending on the service architecture and subscription plan. Backups are intended for service recovery and should not be considered a replacement for customer-maintained copies of important business records.

7. Security

Fitertz takes reasonable measures to protect customer data and maintain the security of the platform. These measures may include encrypted connections, secure authentication, access controls, database security policies, monitoring, and other technical and organizational safeguards. Fitertz continuously works to identify and address security risks and may introduce additional security measures as the platform evolves.

8. Customer Responsibilities

Customers are responsible for maintaining the security of their accounts and credentials and for ensuring that authorized staff members use the platform appropriately. Customers should use strong passwords, restrict account access to authorized personnel, promptly remove access for former staff members, and maintain appropriate security practices for devices used to access Fitertz. Customers are also responsible for maintaining reliable internet connectivity and supported devices and browsers.

9. Third-Party Services

Certain Fitertz features may depend on external services or infrastructure providers, including payment gateways, WhatsApp services, AI providers, email services, notification systems, and other integrations. Fitertz will make reasonable efforts to maintain these integrations, but the availability and performance of third-party services may be outside Fitertz's direct control. An outage or failure of a third-party service does not constitute a Fitertz platform availability failure where the Fitertz core platform remains operational.

10. Service Interruptions Outside Fitertz's Control

The availability commitments described in this SLA do not apply to interruptions caused by circumstances that are beyond Fitertz's reasonable control. These may include internet or telecommunications failures, cloud infrastructure failures, third-party service outages, natural disasters, government actions, cyberattacks, force majeure events, or failures caused by customer systems, devices, configurations, or unauthorized activity.

11. Feature Availability

Not every Fitertz feature is necessarily included in every subscription plan. Some functionality may require a specific subscription, add-on, integration, hardware, or third-party service. Fitertz may introduce, modify, suspend, or discontinue features as the platform evolves, subject to the applicable terms of the customer's subscription and any commitments expressly stated in this SLA.

12. Service Credits

Unless expressly agreed otherwise in a customer's applicable subscription agreement or enterprise contract, Fitertz does not currently provide automatic financial credits or refunds for service interruptions. If a significant service incident occurs, Fitertz will make reasonable efforts to investigate the cause, restore affected services, and communicate relevant information to affected customers.

13. Incident Communication

For significant service incidents that materially affect customers, Fitertz may provide updates through appropriate communication channels. Depending on the nature and severity of an incident, communications may include the current status of the issue, the affected services, steps being taken to restore service, and, where appropriate, information about resolution and follow-up actions.

14. Changes to This SLA

Fitertz may periodically update this Service Level Agreement to reflect changes in the platform, infrastructure, support processes, or applicable requirements. The latest version will be made available through the Fitertz platform or website. Where required, material changes will be communicated to customers through appropriate channels.

15. Contact

If you have questions regarding this SLA or require assistance with a service-related issue, you can contact Fitertz through the support channels provided within the Fitertz platform or by contacting support@fitertz.com.