Legal & commitments
Service Level Agreement
The real commitments behind Infinity Portal ERP Cloud - uptime, support, security, and how pricing actually works, as set out in the Service Level Agreement signed with every customer.
At a glance
What every service package includes.
Availability
99.5% monthly uptime guarantee.
Calculated as (total minutes − downtime) / total minutes × 100. Scheduled maintenance runs monthly, on the first Sunday, for a maximum of 4 hours, with 72 hours' notice.
Infrastructure runs on Google Cloud Platform and AWS, with Cloudflare Enterprise providing DDoS protection, WAF, and SSL/TLS on top.
Performance targets
| Dashboard loading | < 3 seconds |
| Data entry forms | < 2 seconds |
| Search operations | < 3 seconds |
| Standard reports | < 5 seconds |
| Single-record operations | < 1 second |
| API response | < 500ms |
Support
24/7 critical support, with response times that mean something.
Every issue gets a priority level, and every priority level has a committed response and resolution time - not a best-effort promise.
| Priority | Description | Response | Resolution |
|---|---|---|---|
| P1 - Critical | Complete unavailability | 30 minutes | 4 hours |
| P2 - High | Major functionality down | 2 hours | 8 hours |
| P3 - Medium | Non-critical issues | 4 hours | 2 days |
| P4 - Low | Minor issues | 8 hours | 5 days |
Includes one emergency on-site visit per year for P1 incidents within 50km of Colombo, plus one annual system health check.
Backups
Daily incremental, weekly full.
Incremental backups daily, retained 30 days. Full backups weekly, retained 12 months.
Disaster recovery
Recovery objectives that are actual commitments.
RPO: maximum 24 hours of data loss. RTO: service restored within 8 hours. Quarterly disaster-recovery drills, with a geographically separate failover.
How pricing actually works
30% of your system investment, per location, per year.
Infinity Portal is licensed per business location. Each location's annual service fee is 30% of that location's total system investment - covering hosting, security, support, and everything below.
System investment: LKR 10,000,000
Annual fee: LKR 3,000,000 (30%)
Backend users
Unlimited, at no extra cost - administrators, finance, inventory, HR, reporting, every back-office role.
POS licenses
One free POS terminal license per location, included with the initial investment. Additional terminals are available for purchase.
Custom reports
Five complimentary custom reports per year, per location - requirements, design, build, and training included.
Modifications
Unlimited non-structural changes - layouts, workflow routing, report filters, permissions, dashboards. Structural changes (schema, core logic, new APIs) are quoted separately.
Term
One year, auto-renewing. 90 days' notice to terminate for convenience.
Data on exit
30 days of data access after termination to complete an export.
Governing law
Laws of Sri Lanka; disputes fall under the jurisdiction of the courts of Colombo.
Get the full agreement for your setup.
This page summarizes the commitments in the Service Level Agreement signed with every Infinity Portal customer. Talk to us for the full document and a quote built around your locations.
Request a demo