Service Level Agreement (SLA)

This Service Level Agreement ("SLA") forms part of the agreement between UQuick Technologies India Limited ("CtrlOne", "Company", "we", "our", or "us") and the Customer ("Customer", "you", or "your") for the use of the CtrlOne.Online cloud platform. This SLA defines the availability commitments, support standards, maintenance practices, incident response objectives, and service credits applicable to the CtrlOne cloud platform. This SLA applies only to paid subscriptions unless expressly stated otherwise. Effective Date: July 14, 2026. Version: 1.0.

Last updated: July 14, 2026

2. About CtrlOne

CtrlOne is an enterprise Windows Endpoint Policy Management platform providing centralized administration for Windows devices, including:

Cloud-based policy management
Endpoint security
Windows lockdown
Device management
Application restrictions
Browser control
USB control
Compliance reporting
Audit logs
Endpoint monitoring
Software deployment
Administrative management
Scheduled policy enforcement
Enterprise endpoint governance

3. Service Scope

The SLA applies to:

CtrlOne Cloud Console
API Services
Licensing Server
Authentication Services
Device Registration Services
Policy Synchronization
Software Updates
Security Services
Reporting Services
Audit Services
Endpoint Management Services

3.1 Out of Scope

This SLA does not apply to:

Customer Internet connectivity
Local Windows operating system failures
Third-party software failures
Microsoft cloud outages
ISP failures
Customer hardware failures
Customer network issues
Unsupported operating systems
Beta or Preview features
Customer-developed integrations

4. Service Availability Commitment

CtrlOne targets 99.90% Monthly Uptime. Monthly uptime excludes:

Scheduled maintenance
Emergency maintenance
Force majeure
Internet outages outside CtrlOne infrastructure
Customer configuration errors
Customer firewall restrictions
Customer DNS failures
Government Internet restrictions

5. Availability Formula

Availability is calculated as:

Availability = ((Total Minutes − Downtime Minutes) ÷ Total Minutes) × 100

Only verified service interruptions affecting the CtrlOne production platform count toward downtime.

6. Planned Maintenance

Scheduled maintenance may occur to:

Maintenance windows will generally be announced in advance except where urgent security action is required.

Deploy new features
Improve performance
Upgrade infrastructure
Patch vulnerabilities
Perform database optimization
Update security controls

7. Emergency Maintenance

CtrlOne may perform immediate emergency maintenance without prior notice to:

Protect customer data
Mitigate cyberattacks
Address zero-day vulnerabilities
Prevent service abuse
Maintain platform integrity

8. Support Hours

Standard Support: Monday–Friday, 09:00 AM – 06:00 PM (IST), excluding Indian public holidays.

Enterprise customers with enhanced support plans may receive extended coverage.

9. Support Channels

Customers may contact support through:

Customer Portal
Email
Web Support Ticket
Live Chat (where available)
Telephone (during business hours)

10. Incident Priority Levels

Support incidents are classified into four priority levels with committed initial response targets.

Priority 1 – Critical

Initial Response Target: Within 1 hour. Examples:

Complete service outage
Console inaccessible
Policy deployment failure across all devices
Authentication failure affecting all users
Security incident requiring immediate action

Priority 2 – High

Initial Response Target: Within 4 business hours. Examples:

Significant feature degradation
Device synchronization failures
API service disruption
Large-scale policy issues

Priority 3 – Medium

Initial Response Target: Within 1 business day. Examples:

Individual device issues
Feature malfunction
Report generation issues
Minor synchronization delays

Priority 4 – Low

Initial Response Target: Within 2 business days. Examples:

Cosmetic defects
Documentation questions
Enhancement requests
Configuration guidance

11. Resolution Targets

While response times are committed, exact resolution times depend on issue complexity. CtrlOne will make commercially reasonable efforts to restore service promptly.

12. Service Monitoring

The platform is monitored for:

Availability
Authentication
API health
Database performance
Policy synchronization
Endpoint communication
Security events
Infrastructure utilization

13. Security

CtrlOne maintains security measures including:

TLS encryption
Role-Based Access Control (RBAC)
Secure authentication
Audit logging
Tamper-resistant policy enforcement
Secure software updates
Malware protection
Infrastructure monitoring

14. Customer Responsibilities

Customers are responsible for:

Maintaining Internet connectivity
Securing administrator credentials
Using supported Windows versions
Installing supported CtrlOne agents
Following deployment guidance
Maintaining endpoint security
Promptly reporting incidents
Ensuring accurate configuration

15. Exclusions

The SLA does not cover failures resulting from:

Customer misuse
Unsupported operating systems
Unauthorized modifications
Third-party software conflicts
Malware on customer devices
Hardware failures
ISP outages
Power failures
Force majeure events
Customer firewall or proxy misconfiguration

16. Service Credits

If monthly uptime falls below the commitment due solely to CtrlOne-controlled infrastructure, eligible customers may request service credits:

99.90% or higher monthly availability — No credit
99.00%–99.89% monthly availability — 5% of monthly subscription
95.00%–98.99% monthly availability — 10% of monthly subscription
Below 95.00% monthly availability — 20% of monthly subscription

16.1 Credit Conditions

Credits:

Apply only to future subscription fees
Are not refundable in cash
Must be requested within 30 days of the affected month
Represent the customer's sole remedy for covered service availability issues

17. Software Updates

CtrlOne regularly releases security updates, bug fixes, performance improvements, feature enhancements, and compatibility updates. Critical security updates may be deployed immediately.

18. Backup and Recovery

CtrlOne maintains operational backups of production systems for disaster recovery purposes. Customers remain responsible for retaining any exported reports or locally stored data required for their own business continuity.

19. Data Protection

CtrlOne processes customer data in accordance with its Privacy Policy and Data Processing Agreement and implements reasonable technical and organizational measures to safeguard customer information.

20. Suspension

Services may be suspended for:

Non-payment
Security threats
Fraudulent activity
Illegal use
Violations of the Terms of Service

21. Force Majeure

CtrlOne is not liable for delays or failures caused by events beyond its reasonable control, including natural disasters, war, cyberattacks of extraordinary scale, governmental actions, labor disputes, telecommunications failures, or widespread Internet disruptions.

22. Limitation of Liability

Except where prohibited by applicable law, CtrlOne's aggregate liability under this SLA shall not exceed the subscription fees paid by the Customer for the affected service during the three (3) months preceding the event giving rise to the claim.

23. Governing Law

This SLA is governed by the laws of India. Subject to applicable law, courts located in Rajkot, Gujarat, India shall have exclusive jurisdiction over disputes arising under this SLA.

24. Changes to this SLA

CtrlOne may update this SLA from time to time to reflect changes in technology, operations, legal requirements, or service offerings. Material changes will become effective upon publication or as otherwise communicated to customers.

Contact Information

UQuick Technologies India Limited

Product: CtrlOne.Online

Support: support@ctrlone.online

Website: https://ctrlone.online

Corporate Office: Rajkot, Gujarat, India