{"id":236,"date":"2025-11-22T22:58:47","date_gmt":"2025-11-22T22:58:47","guid":{"rendered":"http:\/\/xanadu-technologies.com\/?page_id=236"},"modified":"2025-11-22T22:59:02","modified_gmt":"2025-11-22T22:59:02","slug":"support","status":"publish","type":"page","link":"http:\/\/xanadu-technologies.com\/?page_id=236","title":{"rendered":"Support"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Last Updated:<\/strong> November 20, 2025<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This Service Level Agreement (\u201cSLA\u201d) and Support Agreement (\u201cAgreement\u201d) applies to the consulting, integration, architecture, analytics, and support services (\u201cServices\u201d) provided by Xanadu Technologies Ltd. (\u201cXanadu\u201d). This SLA is <strong>supplemental<\/strong> to the Master Services Agreement (\u201cMSA\u201d) and\/or applicable Statements of Work (\u201cSOWs\u201d) executed between Xanadu and the Client. <em>In the event of conflict, the MSA or SOW takes precedence.<\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>1. Scope of Services<\/strong><\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">The Services covered by this SLA are those <strong>explicitly identified as \u201cSupported Services\u201d in the applicable SOW<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Any exclusions, limitations, or special conditions are governed by the corresponding SOW or contract amendments.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>2. Service Availability<\/strong><\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">Service availability, operating hours, and any after-hours or extended support requirements are <strong>defined by the corresponding SOW or Support Addendum<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If no such definition exists, services are delivered under <strong>standard business-hours consulting<\/strong> as described in the governing contract.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>3. Incident Severity Levels &amp; Response Times<\/strong><\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">Incident response times, severity levels, and resolution targets are <strong>governed solely by the SOW, MSA, or Support Retainer Agreement<\/strong> executed with the Client.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This SLA does not create additional obligations beyond those contained in the binding contractual documents.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>4. Support Channels<\/strong><\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">Primary and escalation support channels are those <strong>specified in the SOW or Support Retainer Agreement<\/strong>, including points of contact designated by both parties.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">If not specified, contact details provided in the MSA apply.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>5. Client Responsibilities<\/strong><\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">Client responsibilities related to access, environments, approvals, credentials, or dependencies are <strong>defined within the corresponding SOW or project documentation<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Where not defined, the default responsibilities in the MSA apply.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>6. Change Management<\/strong><\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">All change control procedures, approval workflows, and documentation requirements are <strong>governed by the Change Management section of the SOW or MSA<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Emergency change processes follow the contractual terms agreed between the parties.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>7. Monitoring, Backups, and Disaster Recovery<\/strong><\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">Monitoring expectations, backup responsibilities, and disaster recovery obligations are <strong>determined strictly by the SOW or relevant contractual terms<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Xanadu assumes no additional obligations unless formally stated in those agreements.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>8. Performance Metrics<\/strong><\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">Any service metrics, reporting requirements, or performance indicators are <strong>defined within the Client-specific SOW or Support Retainer Agreement<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Where performance metrics are not defined, services are delivered on a commercially reasonable efforts basis.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>9. Limitation of Liability<\/strong><\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">All liability limitations follow the <strong>Limitation of Liability<\/strong> section in the MSA or Contract.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This SLA <strong>does not modify, expand, or supersede<\/strong> any liability caps or exclusions.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>10. Term and Termination<\/strong><\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">This SLA remains in effect for the duration of any active SOW and is subject to the <strong>termination provisions defined in the MSA or associated contract<\/strong>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Termination of the SOW automatically terminates this SLA.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>11. Amendments<\/strong><\/h1>\n\n\n\n<p class=\"wp-block-paragraph\">Any modifications to service levels must be agreed upon <strong>in writing<\/strong> and executed as amendments to the SOW or MSA.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Xanadu may update this general SLA framework, but such updates do not override the terms of existing contracts unless mutually agreed.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Last Updated: November 20, 2025 This Service Level Agreement (\u201cSLA\u201d) and Support Agreement (\u201cAgreement\u201d) applies [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-236","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Support - Xanadu Technologies LTD<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"http:\/\/xanadu-technologies.com\/?page_id=236\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Support - 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