Service Level Agreement (SLA)

1. Service Description:

The Steel Sector Exams website provides an online platform for individuals to take quizzes related to the steel sector. The service includes access to quiz content, user registration, and quiz performance tracking.

2. Uptime:

The Steel Sector Exams website aims to maintain a minimum uptime of 99.9% measured over a calendar month. Downtime is defined as any period when the website is not accessible to users due to server issues, maintenance, or other technical reasons.

3. Response Time:

• a. Page Load Time: The average page load time for the Steel Sector Exams website should not exceed 3 seconds under normal operating conditions.
• b. Quiz Submission: The system should process quiz submissions within 5 seconds of the user's action.

4. Support Availability:

Support for the Steel Sector Exams website will be available during standard business hours (Monday to Friday, 9:00 AM to 5:00 PM GMT). Support requests will be responded to within 24 hours of receipt during these hours.

5. Maintenance:

Scheduled maintenance of the Steel Sector Exams website will be communicated to users at least 48 hours in advance. Maintenance windows will typically be scheduled during off-peak hours to minimize disruption to users.

6. Security:

• a. The Steel Sector Exams website will implement industry-standard security measures to protect user data and prevent unauthorized access.
• b. Regular security audits and updates will be conducted to ensure the integrity and confidentiality of user information.

7. Data Backup:

Regular backups of user data will be performed to prevent data loss in case of system failure or other unforeseen events. Backup frequency will be at least once a day.

8. Compliance:

The Steel Sector Exams website will comply with all relevant laws and regulations governing data protection, privacy, and online services.

9. Performance Monitoring:

Regular performance monitoring will be conducted to identify and address any issues affecting the speed, reliability, or usability of the Steel Sector Exams website.

10. Escalation Procedures:

In the event of service disruptions or failure to meet SLA targets, escalation procedures will be followed to ensure prompt resolution and communication with affected users.

11. Amendments:

This SLA may be amended by mutual agreement between the service provider and the customer with appropriate notice.

12. Termination:

Either party may terminate this SLA with written notice if the other party fails to remedy a material breach within a reasonable timeframe.