Service Level Agreement (SLA)

Only Applies on Subscription Based Services

It is stated that Micro Air (Pvt.) Limited is an emerging Information Technology solutions Providers in Pakistani & Turkiye region. Micro Air (Pvt.) Limited is authorized by Securities & Exchange Commission of Pakistan & registered from Pakistan Software Export Board, Islamabad.

To ensure that customers are provided with a service level consistent with the high expectations of both bravosupermart.com and our clients, we have the following Service Level Agreement (SLA) covering service interruptions related to software yearly subscriptions.

Both Parties are mutually agreed upon the following Terms & Conditions with Micro Air (Pvt.) Limited.

Definition

• End User: End user means the user who is using the subscription services in his/her home/office or any locality.
• Services: Services means features for user end.
• Service Provider: Micro Air (Pvt.) Limited
• Brand: bravosupermart.com a brand of Micro Air (Pvt.) Limited for sale of various products online.

Terms & Conditions of SLA

1. 99.9% Website Uptime Guarantee:
2. Prices may increase according to sale TAX implementation on next renewal of subscription but before this a prior notice will be generated to end-user for negotiation & updates.
3. If End user cancels the SLA after 4 months with any concern. The End user will not be refunded.
4. If End user intends to cancel the SLA, End user must ensure the prior notice to bravosupermart.com or Micro Air (Pvt.) Limited. Email: help@bravosupermart.com , office@microair.live.
5. No Security Fee will be imposed.
6. All subscriptions payments are in advance online with Credit/Debit Card.
7. Bravosupermart.com guarantees 99.9% uptime for its website.
8. Bravosupermart.com consists of the following departmental services:
   • Software Development Department:
     1. ERP (Enterprise Resource Planning) online solutions including Inventory Management System fully integrated with accounts & audits.
     2. Learning Management System tailored for educational institutions such as schools, colleges, universities, and small academies.
     3. Digital ISP (Internet Service Provider) & Satellite Cable Inventory System.

        (Note: All solutions available in Cloud & Shared Plans)

   • Air Reservations (Air Ticketing) - Under Process
   • Electronics Products (Wholesale & Retail) - Under Process
9. 24/7 WhatsApp Helpline Services Available.
10. SLA Credits:
    • Clients will receive credit for 1 (one) month of free service for every downtime incident.
    • SLA credits shall not exceed the remaining months of service left in the client's account.
    • Credit for 1 (one) month of free service only applies when maintenance commenced without prior notice.
11. Account activation will only proceed upon the client's receipt of a Service Level Agreement (SLA).
12. Account will be activated after payments.
13. All training material in PDF or video format will be provided. Moreover if case of any issue 24/7 helpline is available.
14. Process of SLA:
    1. Step 1: Subscribe Online.
    2. Step 2: Receive OTP in client's email.
    3. Step 3: Make Payment with Credit/Debit Card.
    4. Step 4: Payment receipt confirmation generated by the system.
    5. Step 5: Digital SLA forwarded to client's email address.
15. Additional Conditions:
    • No part of this agreement covers service interruptions caused by DoS, DDoS, or other malicious attacks targeting our network.
    • Scheduled or emergency network and system maintenance are not covered under this agreement.
    • Billing-related service interruptions are not eligible unless caused by human error by a representative of bravosupermart.com.
    • Service interruptions caused by misconfiguration or mismanagement by the customer are not eligible.
    • Downtime caused by coding errors from Bravosupermart.com without prior notice the grace period will be provided.
    • Announced maintenance & troubleshooting are not eligible for not any credits.
16. Additional Features for Online Services:
    • Regular system updates and feature enhancements to ensure optimal performance and user experience.
    • Proactive monitoring of services to identify and address potential issues before they affect users.
    • Integration with popular third-party platforms and services to enhance functionality and compatibility.
    • Enhanced security measures, including regular security audits and updates, to protect user data and prevent unauthorized access.
    • Dedicated customer support channels for each department to provide personalized assistance and troubleshooting.
    • Regular communication with clients to gather feedback and suggestions for improving services and addressing any concerns promptly.

Terms & Conditions of Services Usage (Article 2A) Imposed here.