This Service Level Agreement (SLA) has been established to clearly define the service standards, responsibilities, and expectations between Automas Technologies and its clients. The purpose of this agreement is to ensure transparency, service reliability, and a structured support framework for all provided services.

This SLA also helps protect both parties by outlining service availability, support response timelines, regulatory compliance requirements, and limitations of liability, ensuring smooth service delivery in accordance with applicable laws and BTRC guidelines.

1. Scope of Services

This Service Level Agreement (SLA) is entered into between Automas Technologies and the Client for the provision of agreed services including Bulk SMS and A2P Messaging, IP PBX and IP Telephony, Call Center Solutions, CRM, software, digital services, and managed BPO services. The exact scope of service will be defined in the proposal, quotation, or work order.

2. Service Availability (Uptime)

Automas Technologies aims to provide up to 99.5% monthly service availability for hosted and managed services. Scheduled maintenance, system upgrades, force majeure events, and third-party network issues are excluded from uptime calculations.

3. Support Hours

Standard support is provided Saturday to Friday, 24 hours a day. Emergency support will also be available at all times for critical service outages depending on the service type and agreement.

4. Incident Severity and Response Time

• Critical: Complete service outage – response within 2 hours
• High: Major service degradation – response within 4 hours
• Medium: Moderate issues – response within one business day
• Low: General inquiries – response within two business days

5. Client Responsibilities

The Client must provide accurate information and necessary access for service delivery, comply with all applicable laws and BTRC regulations, ensure legality and consent of contact data for Bulk SMS and A2P services, and promptly report issues with sufficient details.

6. Bulk SMS and A2P Disclaimer

Automas Technologies does not guarantee 100% message delivery due to operator dependency, network conditions, filtering policies, or regulatory requirements. Message delivery is subject to BTRC guidelines, mobile operator rules, and recipient device availability. The Client is solely responsible for message content and campaign legality.

7. Scheduled Maintenance

Planned maintenance may be performed to ensure service stability and security. Clients will be notified in advance whenever reasonably possible. Maintenance windows are excluded from SLA uptime calculations.

8. Limitation of Liability

Automas Technologies shall not be liable for any indirect, incidental, or consequential damages. Any liability shall be limited to the service fees paid for the affected period, unless otherwise agreed in writing.

9. Service Suspension or Termination

Automas Technologies reserves the right to suspend or terminate services in case of non-payment, violation of applicable laws or BTRC regulations, misuse of services, or fraudulent activities.

10. Confidentiality

Both parties agree to maintain confidentiality of business, technical, and customer-related information exchanged during service delivery.

11. Force Majeure

Automas Technologies shall not be responsible for service failures caused by events beyond reasonable control, including natural disasters, network failures, government actions, or regulatory restrictions.

12. Governing Law and Jurisdiction

This SLA shall be governed by the laws of Bangladesh, and any disputes shall fall under the jurisdiction of the courts of Bangladesh.

13. Acceptance

This SLA becomes effective upon service activation, proposal acceptance, or written confirmation by the Client.

Service Provider

Automas Technologies
MH Heritage, Level-1, House: 132, Road: 6
Mohammadia Housing Society, Mohammadpur, Dhaka-1207
Email: info@automas.com.bd
Phone: +8809617-300600