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Service Level Agreement

1. Introduction

This Service Level Agreement (“SLA”) describes the service availability commitments and support policies for the Prego platform provided by iPrego Pte. Ltd., a company incorporated in Singapore.

This SLA applies to customers who use the Prego platform under a valid subscription agreement.

2. Scope of Services

The Prego platform is a cloud-based Software-as-a-Service (SaaS) solution that provides integrated business software including:

  • AI-assisted workflow automation
  • Business analytics and reporting
  • Customer relationship management (CRM)
  • Human resource management
  • Accounting and finance automation
  • Enterprise Resource Planning (ERP)

This SLA applies to the availability and support of the Prego platform.

3. Service Availability

iPrego Pte. Ltd. aims to provide reliable service availability.

Target Availability

99.9% monthly uptime. Availability is measured on a monthly basis and represents the percentage of time the platform is accessible.

Exclusions

The following are excluded from uptime calculations:

  • user misconfiguration or misuse of the platform
  • issues caused by third-party integrations
  • internet service disruptions outside our infrastructure
  • force majeure events
  • emergency maintenance
  • scheduled maintenance

4. Scheduled Maintenance

Scheduled maintenance may be performed to ensure system stability and security.

Where possible:

  • advance notice will be provided
  • maintenance will occur during low-traffic periods

Maintenance windows may occur periodically.

5. Incident Management

iPrego Pte. Ltd. maintains operational procedures to detect and respond to incidents affecting platform availability.

Incidents are categorized by severity level.

Severity Levels

  • Severity 1 – Critical: Complete platform outage or major system failure affecting all users. Response target: within 1 hour.
  • Severity 2 – High: Major feature unavailable or significant degradation in performance. Response target: within 4 hours.
  • Severity 3 – Medium: Limited functionality issue affecting some users. Response target: within 1 business day.
  • Severity 4 – Low: Minor issues, general inquiries, or feature requests. Response target: within 2 business days.

6. Support Channels

Customers may contact support through:

  • designated enterprise support channels
  • customer support portal
  • email support

Support hours may vary depending on the subscription plan.

7. Data Backup and Recovery

Prego maintains backup procedures designed to protect customer data.

Backup practices may include:

  • recovery procedures for system restoration
  • secure backup storage
  • automated data backups

Backup schedules and retention periods may vary depending on operational requirements.

8. Security and Monitoring

The Prego platform includes operational monitoring to detect system issues.

Security practices may include:

  • access control policies
  • performance monitoring
  • infrastructure alerts
  • system monitoring

These measures help maintain platform stability and security.

9. Service Credits

If service availability falls below the committed uptime level, customers may be eligible for service credits.

Service credits may be applied as subscription credits.

Example guideline:

  • Below 95%: 20% credit
  • Monthly Uptime 95.0% – 98.9%: 10% credit
  • Monthly Uptime 99.0% – 99.9%: 5% credit

Service credits must be requested within 30 days of the relevant incident.

10. Customer Responsibilities

Customers are responsible for:

  • maintaining internet connectivity required to access the platform
  • ensuring compliance with applicable laws when using the service
  • configuring the platform appropriately
  • maintaining secure login credentials

11. Changes to the SLA

iPrego Pte. Ltd. may update this SLA periodically.

Any material changes will be communicated through official channels.

12. Governing Law

This SLA is governed by the laws of Singapore.

Any disputes arising from this agreement shall be subject to the jurisdiction of the courts of Singapore.

Contact

For SLA inquiries or support: