Last Updated: 01 Jan 2026
Effective Date: 26 Jan 2026
This Service Level Agreement (“SLA”) defines service expectations and support commitments for ongoing customer support, maintenance, or extended engagements provided by Embedded Systems Lab.
1. Agreement Overview
This SLA applies when you have a defined support package or ongoing engagement with Embedded Systems Lab — whether for firmware maintenance, engineering support, escalation assistance, or extended technical services. An SLA may be part of your main contract.
2. Service Scope
This SLA may cover:
- Technical support via email, ticket submission, or agreed channels
- Bug triage and diagnosis
- Remediation and fixes for covered software/firmware components
- Assistance with hardware integration issues
- Consulting hours for troubleshooting
Out of scope: new feature development, major redesigns, or work not specified in the engagement scope.
3. Service Levels & Response Targets
We categorise issues as follows:
| Priority Level | Definition | Response Target |
|---|---|---|
| P1 – Critical | System is down or unusable | Initial response within 4 business hours |
| P2 – Major Impact | Significant issue impacting operations | Initial response within 1 business day |
| P3 – Minor Impact | Non-critical issue or general query | Initial response within 2–3 business days |
Response times refer to when a support representative acknowledges and begins investigation.
4. Support Channels
Support requests can be submitted through:
- Email: [email protected]
- Support portal (if provided with your package)
5. Customer Responsibilities
To meet SLA commitments, you agree to:
- Provide clear issue descriptions, logs, and reproduction steps
- Provide access to hardware, code repositories, or systems as needed
- Appoint a primary contact for communication
Delays caused by missing information may affect response and resolution targets.
6. Remedies
If SLA targets are not met, remedies may include:
- Service credits or discounted hours on future engagements
- Escalation to senior engineers
- Extended assistance for unresolved issues
Credits or remedies are not monetary refunds unless separately agreed in your contract.
7. SLA Term, Review & Changes
This SLA remains effective for the duration of your support engagement. Either party may request review or amendment; changes are effective when accepted in writing.
8. Termination of Support
We may suspend or terminate SLA support if:
- Fees are overdue
- You breach your main service agreement
- Abuse of support processes occurs