Terms of Service & Master SLA

1. Agreement to Terms

These Terms of Service (“Terms”) constitute a binding agreement between UVAMAI Technology Services (“UVAMAI”) and the client organization (“Client”). By executing an Order Form, utilizing UVAMAI Managed IT, Cloud Infrastructure, software platforms (MIRAI CRM, MEIVERSE), or AI Service Desk operations, Client agrees to these Terms.

2. Enterprise Service Level Agreement (SLA)

UVAMAI commits to maintaining a 99.98% operational uptime SLA across managed cloud estates and core platforms.

• Priority 1 Incidents (Critical Outage): Initial response within 15 minutes; active remediation engineering initiated immediately.
• Priority 2 Incidents (Major Impact): Initial response within 1 hour.
• SLA Credits: If monthly uptime falls below 99.98%, Client is eligible for service credit deductions applied to subsequent billing cycles as detailed in the Master Services Schedule.

3. Intellectual Property & Code Ownership

Client Property: All client data, bespoke application source code, proprietary algorithms, and enterprise assets developed specifically for Client remain 100% Client intellectual property.

UVAMAI Platforms: Proprietary core SaaS engines (MIRAI CRM, MEIVERSE, MIRAI Task, MIRAI HRMS, EduSync AI) and underlying microservice frameworks are licensed on a subscription basis and remain the exclusive IP of UVAMAI.

4. Security, Backups & Business Continuity

UVAMAI maintains multi-region automated WORM (Write Once Read Many) backups, disaster recovery failover across Australia, India, and the Gulf, and round-the-clock SOC monitoring.

5. Governing Law & Jurisdiction

These Terms are governed by and construed in accordance with the commercial laws of Dubai, United Arab Emirates, without regard to conflict of law principles. Any dispute shall be resolved through binding arbitration under DIAC rules.