Service Level Agreement (SLA)

EazyGym Software

This Service Level Agreement (“SLA”) is made and entered into by and between Technomics It Solutions Pvt Ltd ( EazyGym )  (“Service Provider”) and the Client (“Customer”). This SLA outlines the scope of services, responsibilities, and service commitments related to the EazyGym Software provided by the Service Provider.

  1. Scope of Services EazyGym Software is a gym management solution provided as a Software-as-a-Service (SaaS) product. The Service Provider agrees to deliver the following services:
  • Access to the EazyGym platform for managing gym operations.
  • Regular software updates and feature enhancements.
  • Data storage and backup as part of the subscription plan.
  • Customer support as defined in this SLA.
  1. Service Availability The Service Provider commits to a minimum of 99.9% uptime for the EazyGym Software, excluding scheduled maintenance and force majeure events. Service uptime is measured monthly and does not include:
  • Planned maintenance windows, with prior notice of at least 48 hours.
  • Downtime caused by factors beyond the Service Provider’s reasonable control, including natural disasters, third-party outages, or internet connectivity issues.
  1. Support Services The Service Provider offers the following support channels:
  • Email Support: Available 24/6 at info@eazygym.fit
  • Phone Support: Available during business hours from 8.30 AM to 7 PM at 9288000281
  • Live Chat: Available on the EazyGym platform during business hours.

Response times for support queries:

Priority Level Response Time Resolution Time
Critical Within 1 hour Within 4 hours
High Within 4 hours Within 1 business day
Medium Within 1 business day Within 3 business days
Low Within 2 business days Within 5 business days
  1. Customer Responsibilities The Customer agrees to:
  • Provide accurate and up-to-date information required for account setup and operation.
  • Maintain internet connectivity and compatible devices for accessing the EazyGym Software.
  • Comply with the terms of use for the software.
  1. Data Privacy and Security The Service Provider ensures that all customer data is handled in compliance with applicable data protection regulations. Data is stored securely with encryption measures in place. Regular backups are performed to safeguard data integrity.
  2. Term and Termination This SLA remains effective for the duration of the Customer’s subscription to the EazyGym Software. Either party may terminate this SLA by providing 30 days’ written notice. Refunds for prepaid subscriptions are governed by the refund policy available on the EazyGym website.
  3. Service Credits In the event the Service Provider fails to meet the service availability commitment, the Customer may request service credits. The calculation and terms for service credits are as follows:
  • Downtime exceeding the 99.9% threshold will result in a credit equal to 5% of the monthly subscription fee for each additional hour of downtime.
  • Service credits are capped at 50% of the monthly subscription fee.
  1. Limitation of Liability The Service Provider’s liability for any issues related to the EazyGym Software is limited to the total subscription fees paid by the Customer in the last 12 months.
  2. Governing Law This SLA is governed by and construed in accordance with the laws of Consumer Protection Act, 2019 and this agreement is subject to the exclusive jurisdiction of the courts in Pattambi, Kerala , India.
  3. Acceptance By subscribing to the EazyGym Software, the Customer agrees to the terms and conditions outlined in this SLA.