Overview
This Service Level Agreement (SLA) applies exclusively to Operational Technology Services delivered by Auvetra Labs under an active service or maintenance agreement.
Auvetra provides software, middleware, and integration services — connecting facility systems, sensors, and operational data into unified views, workflows, and automation. This SLA covers the platforms, pipelines, and integration paths Auvetra builds and operates, not the underlying facility systems themselves.
Native SCADA, BMS, HVAC, and other plant or building systems remain the responsibility of the client, facility management, and their vendors unless explicitly included in a signed statement of work.
Scope & Shared Responsibility
Incident response and availability commitments apply to Auvetra-managed software and integration services. Facility-side systems follow the client's operational and vendor support processes.
- Auvetra: middleware platforms, integration gateways, data pipelines, dashboards, alerts, and orchestration deployed under the agreed scope
- Client / facility management: native SCADA and BMS platforms, controllers, field devices, on-site infrastructure, and vendor maintenance for source systems
- When a source system (e.g. BMS or SCADA) is down but Auvetra middleware is healthy, restoration of the source system is coordinated with the client or FM team; Auvetra supports diagnosis at the integration boundary where in scope
- Binding scope, interfaces, and escalation contacts are defined in the signed statement of work or master services agreement
Service Availability
Target monthly uptime for covered Auvetra-delivered services — middleware, integration endpoints, and agreed monitoring targets — is 99.5%, measured against endpoints Auvetra operates or monitors under the engagement.
Uptime calculations exclude scheduled maintenance windows communicated at least 48 hours in advance.
Planned maintenance is performed during agreed low-traffic windows. Emergency maintenance required for security or stability will be communicated as soon as practicable.
- Monitoring aligned to deployed dashboards, alerts, and health checks
- Incident logging for all P1 and P2 events affecting production
- Monthly availability summary available on request for covered engagements
Incident Response
Incidents are classified by operational impact. Scope, examples, and commitments for each priority are defined below.
Complete loss of Auvetra-delivered middleware, integration services, or data flow that prevents operational visibility, automation, or monitoring through systems under Auvetra's scope — including security or safety-related events affecting those services.
Examples
- Complete loss of Auvetra integration middleware or unified data platform
- Failure of critical automation workflows deployed by Auvetra
- Loss of communication through Auvetra-managed integration paths
- Site-wide visibility loss on Auvetra dashboards or operational views
- Critical failure of Auvetra-deployed edge gateways or processing services
- Security incident affecting Auvetra-managed operational systems
- Response
- Within 15 minutes
- Restoration Time
- 1–4 hours
- Escalation
- Immediate engagement of senior engineering resources and continuous incident management until service restoration.
Major degradation of Auvetra-delivered integration or middleware services where operations continue with reduced visibility, partial data flow, or limited functionality through systems under Auvetra's scope.
Examples
- Partial loss of data flow from a critical subsystem through Auvetra middleware
- Auvetra gateway or integration path communication failure
- Significant degradation in operational analytics delivered by Auvetra
- Intermittent loss of SCADA or BMS data via the integration layer (source system may require FM or vendor support)
- Failure or degradation of Auvetra edge processing services
- Computer vision pipeline degradation affecting Auvetra-delivered workflows
- Response
- Within 1 hour
- Restoration Time
- 4–8 hours
- Escalation
- Engineering review initiated immediately with priority remediation activities.
Non-critical issues that have limited operational impact and where workarounds or alternative processes remain available.
Examples
- Intermittent sensor communication
- Reporting or dashboard anomalies
- Non-critical integration issues
- Delayed notifications or alerts
- Performance issues affecting a limited user group
- Response
- Within 4 business hours
- Restoration Time
- 24–48 hours
- Escalation
- Scheduled engineering investigation and corrective action.
Informational requests, configuration changes, enhancement requests, maintenance activities, documentation updates, or issues with minimal operational impact.
Examples
- User access requests
- Configuration changes
- Feature enhancements
- Documentation updates
- Planned maintenance activities
- General technical inquiries
- Response
- Within 1 business day
- Resolution Time
- Within 5 business days or as mutually agreed
- Escalation
- Managed through standard service delivery processes.
Support & Communication
Standard support hours are Monday–Friday, 9:00 AM – 6:00 PM IST.
P1 incidents may be acknowledged outside standard hours when 24×7 coverage is included in the engagement.
Status updates are provided at intervals defined by incident priority until resolution or a documented workaround is in place.
- Email support for all covered incidents
- Scheduled review calls for active P1 and P2 incidents
- Post-incident summary for P1 events within 5 business days
Primary support channel: info@auvetralabs.com
Exclusions
The following are outside standard SLA coverage unless explicitly included in a signed agreement:
- Outages or failures of native SCADA, BMS, PLC, HVAC, or other facility systems not operated by Auvetra
- On-site mechanical, electrical, or vendor maintenance required to restore source systems at the facility
- Issues caused by client infrastructure, network, or third-party services outside Auvetra's control
- Changes made by the client, facility management, or other vendors without prior coordination
- Features or integrations not defined in the agreed scope of work
- Force majeure events (natural disasters, widespread outages, etc.)
- Development, prototyping, or non-production environments unless specified
Escalation
If response or resolution targets are at risk, the client may escalate by replying to the active incident thread with "ESCALATION" and a brief summary.
Escalated incidents are reviewed by senior engineering leadership. Auvetra will provide a revised action plan and updated timeline within 4 business hours for P1 incidents.
Agreement & Changes
This page is provided for reference and does not constitute a binding contract on its own. Binding terms are defined in signed statements of work, master services agreements, or custom SLA addenda.
Auvetra may update this document periodically. Client-specific agreements in effect at the time of signing take precedence.
For enterprise engagements requiring custom uptime, response times, or 24×7 coverage, contact us to define a tailored SLA.
