Service Level Agreement
Effective 17 September 2026. This Service Level Agreement is part of the agreement between FUSION CELL COMPANY LIMITED ("TraceVial") and the customer identified in the Order Form ("Customer") for the TraceVial platform. Capitalised terms not defined here have the meaning given in the Terms of Service.
1. When this agreement applies, and when it does not
This agreement applies only where an Order Form expressly incorporates it, to a Customer with a current, paid subscription that is not suspended for non-payment. A subscription whose Order Form does not incorporate it carries no availability commitment and no service credits.
It does not apply to, and no commitment in it is made in respect of:
- a preview, early access or experimental feature, as §3 of the Terms of Service describes;
- a Package or feature provided free of charge or at no separate charge;
- a trial or evaluation subscription;
- a sandbox, validation or non-production Workspace.
Where a subscription includes both generally available features and preview features, this agreement applies only to the generally available ones.
2. Availability commitment
TraceVial will make the Service Available at least 99.5% of the time in each calendar month, measured as set out in §3.
99.5% permits approximately 3 hours 39 minutes of unavailability in a 30-day month. An Order Form may record a different commitment for a Customer, in which case that commitment replaces this one for that Customer.
This is a monthly average, not a guarantee of continuous operation. TraceVial does not warrant that the Service will be uninterrupted or error-free, and §5 states the only remedy for a month in which the commitment is missed.
"Available" means that the Service responds to correctly formed requests from the public internet and performs its documented core functions: signing in, reading and writing specimen, inventory, project and task records, and uploading and retrieving files.
"Unavailable" means that the Service does not do so, for reasons within TraceVial's reasonable control, for a period of five or more consecutive minutes, as measured by TraceVial's monitoring. Isolated failed requests, and degraded performance that still returns correct results, are not unavailability.
3. How availability is measured
For each calendar month:
Monthly Uptime Percentage = (Total Minutes − Unavailable Minutes) ÷ Total Minutes × 100
where Total Minutes is the number of minutes in the month, and Unavailable Minutes is the total of all minutes the Service was Unavailable, excluding everything in §4.
Measurement is from TraceVial's own external monitoring of the production Service. TraceVial will provide the underlying measurement for a month on the Customer's written request.
4. Exclusions
Time is not counted as Unavailable where the unavailability arises from:
- Scheduled maintenance carried out under §7;
- emergency maintenance reasonably necessary to address a security vulnerability, a threat to data integrity, or an imminent failure, where TraceVial gives as much notice as the circumstances allow;
- factors outside TraceVial's reasonable control, including force majeure, an outage of the public internet or of a telecommunications provider, and a failure, degradation or impairment of a third-party infrastructure or platform provider — including an outage affecting an availability zone, a region, or a managed service of TraceVial's cloud provider;
- an attack, including a denial-of-service attack, against the Service or the infrastructure it runs on;
- the Customer's own equipment, software, network or internet access, or a third-party service the Customer has chosen to connect to the Service;
- acts or omissions of the Customer or its Users, including use in breach of the Terms of Service, exceeding a documented rate limit, a request pattern that imposes an unreasonable load, and a configuration change made by the Customer's own administrators;
- suspension or termination carried out in accordance with the Terms of Service;
- a preview, early access, experimental or trial feature or subscription, which is provided without any availability commitment.
5. Service credits
If the Monthly Uptime Percentage falls below the commitment in §2, the Customer is entitled, on claiming under §6, to a Service Credit calculated as a percentage of the fees attributable to the affected month:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Below 99.5% but at least 99.0% | 10% |
| Below 99.0% but at least 95.0% | 25% |
| Below 95.0% | 50% |
The fees attributable to a month are the subscription fees for the affected subscription for the then-current term, divided by the number of months in that term. Professional services, one-off migration, configuration and hardware charges are excluded.
A Service Credit is applied against the next invoice for the affected subscription. Where no further invoice will be issued because the subscription has ended, TraceVial will pay the credit within 30 days of the final invoice. Service Credits are not refunds, are not exchangeable for cash, and in aggregate will not exceed 30% of the fees attributable to the affected month.
Service Credits are the Customer's sole and exclusive remedy for a failure to meet the availability commitment, except that §8 preserves the Customer's right to terminate for chronic failure.
6. Claiming a credit
To claim, the Customer must send a request to support@tracevial.com within 30 days of the end of the month in which the unavailability occurred, containing:
- "SLA Credit Request" in the subject line;
- the dates, times and duration of each period of unavailability claimed;
- the Workspace affected, and any logs, request identifiers or error messages the Customer holds.
TraceVial will evaluate the claim in good faith against its own monitoring and respond within 30 days of receiving it. A claim that does not arrive within the 30-day window is not eligible.
7. Scheduled maintenance
TraceVial maintains the Service, and some maintenance requires the Service to be unavailable.
- Notice: at least 72 hours in advance, by email to the Customer's designated administrators and on the status page.
- Window: maintenance is carried out in the window Sunday 12:00–17:00 UTC (19:00 Sunday – 00:00 Monday Hanoi time) wherever possible.
- Volume: TraceVial will not schedule more than 8 hours of Service-unavailable maintenance in any calendar month without the Customer's agreement.
Most releases do not make the Service unavailable and are not announced as maintenance.
8. Chronic failure
If the Monthly Uptime Percentage is below the commitment in §2 in three consecutive calendar months, or below 95.0% in any single month, the Customer may terminate the affected subscription on written notice given within 30 days of the end of the last such month, and receive a pro-rata refund of prepaid fees for the unused remainder of the term. This right is in addition to Service Credits already accrued.
9. Support
Channels and hours
| Starter | Professional | Enterprise | |
|---|---|---|---|
| Channel | Email to support@tracevial.com, and in-product request | Email, in-product request | Email, in-product request, and a named contact |
| Hours | Business hours | Business hours | 24×7 for Severity 1 |
| Escalation | — | — | Named escalation contact |
Business hours are 07:30 to 16:30 Hanoi time (UTC+7), Monday to Friday, excluding public holidays in Vietnam.
Severity levels
| Level | Meaning |
|---|---|
| 1 — Critical | The Service is unavailable or unusable for all Users of a Workspace, or there is a confirmed risk to the integrity of stored records. No workaround exists |
| 2 — Major | A core function — creating or editing records, uploading or retrieving files, signing a record — fails or produces incorrect results for many Users. No reasonable workaround exists |
| 3 — Minor | A function fails or behaves incorrectly for some Users, or a reasonable workaround exists |
| 4 — Question or request | A question, a configuration request, a documentation issue, or a feature request |
TraceVial sets the severity on the facts, in consultation with the Customer. A Customer may ask for a severity to be reassessed.
Target response times
"Response" means an acknowledgement by a person who can work on the issue, with an initial assessment — not a resolution.
| Severity | Starter | Professional | Enterprise |
|---|---|---|---|
| 1 — Critical | 4 business hours | 4 business hours | 1 hour, 24×7 |
| 2 — Major | 1 business day | 8 business hours | 4 business hours |
| 3 — Minor | 3 business days | 2 business days | 1 business day |
| 4 — Question or request | 5 business days | 3 business days | 2 business days |
Resolution. TraceVial will work a Severity 1 issue continuously until the Service is restored or a workaround is in place, and will provide the Customer with progress updates at least every 2 hours until it is. A permanent fix for any severity is delivered in the ordinary release cycle. No resolution time is committed, because the time to resolve depends on the defect.
What support covers: the Service itself — defects, availability, configuration questions, and help using documented features. It does not cover the Customer's own network or devices, a third-party service the Customer has connected, data entry, or the design of the Customer's own laboratory processes, workflows or validation. Those are available as professional services.
10. Backup and recovery
TraceVial takes automated backups of the platform database with point-in-time recovery, retained for 30 days, and maintains a documented restore procedure.
- Recovery Point Objective: 5 minutes — the maximum period of data loss in a recovery from a platform failure.
- Recovery Time Objective: 24 hours — the target time to restore the Service after a declared disaster.
These are targets for TraceVial's own platform recovery. They are not a substitute for the Customer's own records-retention arrangements, and the Customer is responsible for deciding whether this posture meets its regulatory obligations.
11. Status and incident communication
TraceVial publishes the current status of the Service at https://platform.tracevial.com/status, and posts incident updates there for the duration of an incident affecting availability.
For a Severity 1 incident affecting a Customer, TraceVial will notify that Customer's designated administrators directly and will provide a written summary within 5 business days of resolution, describing what happened, the impact, and what is being done to reduce the chance of recurrence.
Where an incident involves personal data, the notification obligations in the Data Processing Addendum apply in addition to this section, and take precedence over it.
12. Changes to this agreement
TraceVial may update this Service Level Agreement for a renewal term on notice given before the renewal date. A change that reduces a commitment does not apply to a term already paid for.
© 2026 TraceVial™. All Rights Reserved.