Service Level Agreement

This Service Level Agreement describes the expected availability, support response and operational responsibilities for IMX services.

Last updated: 30 May 2026

1. Service Availability

IMX Solutions aims to provide stable and reliable services. Unless otherwise agreed in writing, services are provided on a best-effort basis with a target monthly uptime of 99.9%.

2. Planned Maintenance

Planned maintenance may be performed to improve security, reliability or performance. We will aim to provide notice in advance when maintenance is expected to affect service availability.

3. Support Response

Support requests are handled through available support channels. We aim to respond to normal support requests within one business day. Critical service-impacting issues are prioritized.

4. Incident Handling

In the event of service disruption, IMX Solutions will work to identify the cause, restore affected services and communicate relevant information to affected customers where appropriate.

5. Customer Responsibilities

Customers are responsible for keeping software, applications, passwords, DNS settings and account information secure and up to date, unless these tasks are explicitly included in a managed service.

6. Exclusions

This SLA does not cover downtime caused by customer configuration, third-party providers, domain or DNS issues, force majeure events, abuse, unpaid invoices, scheduled maintenance or software outside IMX Solutions' control.

7. Backups and Recovery

Backup and recovery options depend on the selected service plan. Customers are encouraged to maintain independent backups of critical data and services.

8. Changes to This SLA

IMX Solutions may update this SLA from time to time. Continued use of the services constitutes acceptance of the updated SLA.