Last Updated: November 20, 2025
This Service Level Agreement (“SLA”) and Support Agreement (“Agreement”) applies to the consulting, integration, architecture, analytics, and support services (“Services”) provided by Xanadu Technologies Ltd. (“Xanadu”). This SLA is supplemental to the Master Services Agreement (“MSA”) and/or applicable Statements of Work (“SOWs”) executed between Xanadu and the Client. In the event of conflict, the MSA or SOW takes precedence.
1. Scope of Services
The Services covered by this SLA are those explicitly identified as “Supported Services” in the applicable SOW.
Any exclusions, limitations, or special conditions are governed by the corresponding SOW or contract amendments.
2. Service Availability
Service availability, operating hours, and any after-hours or extended support requirements are defined by the corresponding SOW or Support Addendum.
If no such definition exists, services are delivered under standard business-hours consulting as described in the governing contract.
3. Incident Severity Levels & Response Times
Incident response times, severity levels, and resolution targets are governed solely by the SOW, MSA, or Support Retainer Agreement executed with the Client.
This SLA does not create additional obligations beyond those contained in the binding contractual documents.
4. Support Channels
Primary and escalation support channels are those specified in the SOW or Support Retainer Agreement, including points of contact designated by both parties.
If not specified, contact details provided in the MSA apply.
5. Client Responsibilities
Client responsibilities related to access, environments, approvals, credentials, or dependencies are defined within the corresponding SOW or project documentation.
Where not defined, the default responsibilities in the MSA apply.
6. Change Management
All change control procedures, approval workflows, and documentation requirements are governed by the Change Management section of the SOW or MSA.
Emergency change processes follow the contractual terms agreed between the parties.
7. Monitoring, Backups, and Disaster Recovery
Monitoring expectations, backup responsibilities, and disaster recovery obligations are determined strictly by the SOW or relevant contractual terms.
Xanadu assumes no additional obligations unless formally stated in those agreements.
8. Performance Metrics
Any service metrics, reporting requirements, or performance indicators are defined within the Client-specific SOW or Support Retainer Agreement.
Where performance metrics are not defined, services are delivered on a commercially reasonable efforts basis.
9. Limitation of Liability
All liability limitations follow the Limitation of Liability section in the MSA or Contract.
This SLA does not modify, expand, or supersede any liability caps or exclusions.
10. Term and Termination
This SLA remains in effect for the duration of any active SOW and is subject to the termination provisions defined in the MSA or associated contract.
Termination of the SOW automatically terminates this SLA.
11. Amendments
Any modifications to service levels must be agreed upon in writing and executed as amendments to the SOW or MSA.
Xanadu may update this general SLA framework, but such updates do not override the terms of existing contracts unless mutually agreed.