Service Level Agreement
Infinity Portal ERP Cloud Services
Comprehensive cloud ERP services with 99.5% uptime guarantee, 24/7 support, and enterprise-grade security
Service Provider
R. A. De Mel Mawatha, Colombo 00300, Sri Lanka
Customer
Table of Contents
- ✓ 99.5% Uptime Guarantee - Enterprise reliability
- ✓ 24/7 Critical Support - +94 777 366 587
- ✓ 25% Annual Fee - Per location, based on investment
- ✓ Unlimited Backend Users - No user limits
- ✓ 1 FREE POS License - Per location with investment
- ✓ 5 Free Custom Reports - Per year per location
- ✓ Unlimited Modifications - Non-structural changes
- ✓ Enterprise Security - Google, AWS, Cloudflare
- ✓ Daily Backups - 30-day retention
- ✓ Multi-Location Support - Centralized management
This Service Level Agreement ("SLA") defines the terms, conditions, service levels, and responsibilities between Taprobane Holdings (Private) Limited ("Provider") and the customer ("Customer") for Infinity Portal ERP Cloud services.
| Term | Definition |
|---|---|
| Service | Infinity Portal ERP Cloud system including all infrastructure and support |
| Business Hours | Monday-Friday, 9:00 AM - 6:00 PM SLST, excluding public holidays |
| Critical Incident | Complete service unavailability affecting all users |
| System Investment | Total initial implementation cost for deploying the system |
| Non-Structural Modifications | Changes not altering core database architecture or fundamental business logic |
Provider delivers comprehensive cloud-based ERP through the Infinity Portal platform, including application hosting, database management, 24/7 monitoring, security management, automated backups, system updates, and user management.
Security: Cloudflare Enterprise - DDoS protection, WAF, SSL/TLS
Calculated as: (Total Minutes - Downtime) / Total Minutes × 100
| Type | Frequency | Duration | Notice |
|---|---|---|---|
| Scheduled | Monthly (1st Sunday) | Max 4 hours | 72 hours |
| Emergency | As needed | As required | ASAP |
| Operation | Target |
|---|---|
| Dashboard Loading | < 3 seconds |
| Data Entry Forms | < 2 seconds |
| Search Operations | < 3 seconds |
| Standard Reports | < 5 seconds |
| Single Record Ops | < 1 second |
| API Response | < 500ms |
| Priority | Description | Response | Resolution |
|---|---|---|---|
| P1 - Critical | Complete unavailability | 30 minutes | 4 hours |
| P2 - High | Major functionality down | 2 hours | 8 hours |
| P3 - Medium | Non-critical issues | 4 hours | 2 days |
| P4 - Low | Minor issues | 8 hours | 5 days |
- 1 emergency visit per year (P1 incidents, within 50km Colombo)
- 1 annual system health check
Additional on-site services charged at standard rates plus expenses. Meal allowances apply for visits exceeding 4 hours:
| Meal | Allowance |
|---|---|
| Breakfast | LKR 500 |
| Lunch | LKR 1,000 |
| Dinner | LKR 1,000 |
| Refreshments | LKR 500 |
- DDoS Protection
- Web Application Firewall (WAF)
- Bot Management & Threat Intelligence
- SSL/TLS Encryption (TLS 1.2+, 256-bit)
- In Transit: TLS 1.2+ with 256-bit encryption
- At Rest: AES-256 encryption
- Authentication: MFA available, strong password policies
| Backup Type | Frequency | Retention |
|---|---|---|
| Incremental | Daily | 30 days |
| Full Backup | Weekly | 12 months |
RPO: Maximum 24 hours data loss
RTO: Service restored within 8 hours
Example:
System Investment: LKR 10,000,000
Annual Fee: LKR 2,500,000
The system is licensed on a per-location basis. Each business location requires a separate license and investment.
Example:
Company ABC operates in 2 locations:
• Location 1 (London): LKR 10,000,000 investment
• Location 2 (Tokyo): LKR 8,000,000 investment
Annual Service Fees:
• London location: LKR 2,500,000 (25%)
• Tokyo location: LKR 2,000,000 (25%)
• Total Annual Fee: LKR 4,500,000
| User Type | License Model | Included / Additional Cost |
|---|---|---|
| Backend Users | Unlimited | ✓ FREE - Unlimited backend administrative users included |
| POS (Point of Sale) | Per Location | ✓ FREE - One (1) POS license included per location with initial investment |
| Additional POS Licenses | Per Terminal | ⚠ PAID - Additional POS terminals require separate license purchase |
- ERP administrative users (unlimited)
- Management and executive dashboards
- Financial module users
- Inventory and warehouse management users
- HR and payroll users
- Reporting and analytics users
- System administrators
- All back-office operations staff
Note: Backend users have no additional licensing fees. You can add as many users as needed for your operations at no extra cost.
- Included with Investment: One (1) FREE POS terminal license per business location
- Additional POS Terminals: Available for purchase at standard rates
- POS Features Include: Sales transactions, inventory integration, payment processing, receipt printing, customer management, real-time sync with backend
Additional POS License Pricing: Contact sales for current pricing per additional POS terminal. Pricing based on concurrent terminal requirements.
- Complete cloud infrastructure hosting for the location
- Enterprise security (Cloudflare) for the location
- Unlimited backend users
- One (1) FREE POS license
- Unlimited support during business hours
- 24/7 critical incident support
- Unlimited non-structural modifications
- 5 free custom reports per year per location
- System updates & security patches
- Daily backups & disaster recovery
Organizations with multiple locations benefit from:
- Centralized Management: Single dashboard to manage all locations
- Consolidated Reporting: Cross-location reports and analytics
- Data Synchronization: Real-time data sync between locations
- Unified Inventory: Track inventory across all locations
- Consistent User Experience: Same interface across all locations
- Volume Discounts: Discounts may apply for 5+ locations (contact sales)
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% to < 99.5% | 5% of monthly fee |
| 98.0% to < 99.0% | 10% of monthly fee |
| 95.0% to < 98.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Service credits must be requested within 30 days of the affected month.
- Ensure authorized users only access the system
- Maintain current contact information
- Promptly report security incidents
- Cooperate with troubleshooting efforts
- Use system resources reasonably
- Comply with acceptable use policies
- Provide necessary access for on-site visits
- UI layout & form configurations
- Workflow routing adjustments
- Report filtering & customizations
- User permission refinements
- Dashboard customizations
- Database schema modifications
- Core business logic changes
- Major new functionality
- Custom API development
Each includes: requirements gathering, design, development, testing, deployment, and training.
Standard Reports: Unlimited access to all system reports covering financial, operational, HR, and business intelligence.
- Primary: GCP/AWS data centers
- Secondary: Geographically separate failover
- Backup: Multiple geographic locations
- Testing: Quarterly DR drills
Reasonable use policies apply. Provider reserves right to discuss alternative arrangements for excessive usage.
Supported Browsers: Chrome, Firefox, Safari, Edge (latest 2 versions)
Mobile Support: iOS & Android (latest 2 major versions)
The Infinity Portal ERP System is protected under Sri Lankan Intellectual Property laws including:
- Intellectual Property Act No. 36 of 2003
- Code of IP Act No. 52 of 1979 (as amended)
- Computer Crimes Act No. 24 of 2007
Strictly prohibited: Reverse engineering, unauthorized copying, modification, distribution, or competitive use. Violations subject to criminal penalties up to 10 years imprisonment and fines up to LKR 5,000,000.
Initial Term: One (1) year, auto-renewing
Termination Notice: 90 days for convenience
Data Retention: 30 days post-termination for data export
Both parties protect confidential information. Data processing complies with applicable data protection laws. Confidentiality obligations survive termination for 5 years.
Customer Data: Customer retains ownership. Provider processes data only to provide services.
Liability Cap: Limited to fees paid in preceding 12 months
Provider defends against IP infringement claims. Customer indemnifies for their data and usage. No liability for indirect, consequential, or punitive damages.
Neither party liable for delays due to circumstances beyond reasonable control (natural disasters, pandemics, cyber attacks, government actions, etc.)
Process: Good faith negotiations → Mediation → Arbitration (if needed)
Jurisdiction: Colombo, Sri Lanka
Governing Law: Laws of the Democratic Socialist Republic of Sri Lanka
This Agreement constitutes entire agreement. Amendments require written consent. Either party may assign with conditions. Independent contractor relationship. Neither party may use other's trademarks without consent.
Material amendments require mutual written consent. Provider may update services with 30 days notice for material changes. Fee adjustments require 90 days advance notice.
Provider commits to making the Service accessible to users with disabilities:
- WCAG 2.1 Level AA: Web Content Accessibility Guidelines compliance target
- Section 508: U.S. Rehabilitation Act compliance principles
- EN 301 549: European accessibility standard alignment
Accessibility features include keyboard navigation, screen reader support, high contrast modes, and adjustable text sizes.
- Carbon Neutral Operations: Infrastructure partners (GCP, AWS) operate carbon-neutral data centers
- Renewable Energy: Powered by renewable energy sources where available
- Energy Efficiency: Optimized resource utilization to minimize environmental impact
- E-Waste Management: Responsible hardware disposal and recycling programs
Service credits calculated using industry-standard methodology:
| Availability Tier | Monthly Uptime | Credit Percentage | Max Annual Impact |
|---|---|---|---|
| Platinum | ≥ 99.5% | 0% | No credit |
| Gold | 99.0% - 99.49% | 5% | 0.6 months |
| Silver | 98.0% - 98.99% | 10% | 1.2 months |
| Bronze | < 98.0% | 25% | 3 months |
If uptime falls below 95% for three consecutive months, Customer may terminate without penalty and receive:
- Pro-rated refund for unused service period
- 60-day extended data access period
- Free data migration assistance (up to 40 hours)
- All service credits earned during the period
| Subprocessor | Service | Location | Purpose |
|---|---|---|---|
| Google Cloud Platform | Cloud Hosting | Global | Primary infrastructure |
| Amazon Web Services | Cloud Hosting | Global | Backup & redundancy |
| Cloudflare | Security Services | Global | DDoS, WAF, CDN |
Provider will notify Customer 30 days before adding new subprocessors. Customer may object on reasonable data protection grounds within 15 days. If objection cannot be resolved, Customer may terminate Agreement without penalty.
| Change Type | Notice Period | Customer Impact | Approval Required |
|---|---|---|---|
| Standard (bug fixes) | No advance notice | None | No |
| Minor (enhancements) | 7 days | Low | No |
| Major (new features) | 30 days | Medium | No |
| Critical (breaking changes) | 90 days | High | Customer consent |
All changes communicated through:
- Email notifications to designated contacts
- In-app notifications
- Release notes portal
- Monthly changelog newsletter
Provider conducts annual Business Impact Analysis (BIA) covering:
- Critical business functions identification
- Maximum Tolerable Downtime (MTD): 24 hours
- Recovery Time Objective (RTO): 8 hours
- Recovery Point Objective (RPO): 24 hours
Provider maintains documented incident response plan including:
- 24/7 incident response team
- Escalation procedures and contact tree
- Communication protocols
- Post-incident review process
Provider conducts quarterly DR tests including:
- Failover testing to backup infrastructure
- Backup restoration validation
- Communication protocol testing
- Documentation updates based on test results
Both parties commit to compliance with:
- UK Bribery Act 2010
- U.S. Foreign Corrupt Practices Act (FCPA)
- Sri Lankan anti-corruption laws
Neither party shall offer, pay, solicit, or accept bribes, kickbacks, or improper payments.
Provider commits to compliance with Modern Slavery Act 2015 and ensures:
- No use of forced, compulsory, or child labor
- Fair wages and working conditions
- Freedom of association
- Supply chain transparency
This Agreement constitutes the entire understanding between parties and supersedes all prior agreements, whether written or oral. Any conflicting terms in purchase orders or other documents are expressly rejected.
In case of conflict, the following order applies:
- Signed amendments to this Agreement
- This Service Level Agreement
- Service Order Forms
- Provider's standard policies
This Agreement may be executed in counterparts. Electronic signatures (including DocuSign, Adobe Sign) have the same legal effect as original signatures under:
- Electronic Transactions Act No. 19 of 2006 (Sri Lanka)
- ESIGN Act (United States)
- eIDAS Regulation (European Union)
This Agreement is executed in English. If translated, the English version prevails in case of discrepancy.
All legal notices must be sent to:
For Provider: Taprobane Holdings (Private) Limited, Tower 03, 422 Astoria, 9th Floor, R. A. De Mel Mawatha, Colombo 00300, Sri Lanka
Email: [email protected]
For Customer: As specified in customer details section
Agreement Acceptance
Both parties acknowledge and accept all terms of this Service Level Agreement
Important Notice
This Service Level Agreement constitutes a legally binding contract between the parties.
- Both parties should retain signed copies for records
- Electronic signatures have the same legal effect
- Governed by Sri Lankan law
- Amendments require written consent from both parties