This Service Level Agreement ("SLA") defines the terms, service commitments, responsibilities, and support framework under which KTECH shall provide access to and support for its Learning Management System ("LMS") under the Software as a Service (SaaS) model.

KTECH shall provide the following services to the Client:

• Cloud-based LMS platform access
• Student and faculty login access
• Course hosting and management
• Assessment and examination modules
• Attendance and progress tracking
• Certificate generation (if applicable)
• Technical support and maintenance
• Data backup and security management
• LMS customization as mutually agreed

KTECH commits to maintaining minimum 98% system uptime per calendar month, excluding scheduled maintenance. Scheduled maintenance activities shall preferably be conducted during non-peak hours with prior notice to the Client.

• Access shall be provided based on the agreed number of users/licenses
• User credentials are confidential and must not be shared
• KTECH reserves the right to suspend unauthorized or suspicious access

• Email Support
• Phone Support
• Online Ticketing System
• Remote Assistance

The Client/Institution agrees to:

• Provide accurate user and institutional information
• Ensure lawful use of the LMS platform
• Prevent misuse, hacking attempts, or unauthorized sharing of credentials
• Ensure timely payment of subscription/service fees
• Provide necessary coordination during onboarding and implementation

• KTECH shall implement reasonable security measures to protect institutional and student data
• All confidential information shared between both parties shall remain confidential and shall not be disclosed to third parties without written consent
• KTECH shall not claim ownership of academic content uploaded by the Client

• Routine backups shall be maintained by KTECH
• Backup retention period shall be maintained for up to 60 days unless otherwise agreed

• Subscription/license fees shall be payable as per mutually agreed commercial terms
• Delayed payments may result in temporary suspension of services
• Taxes, if applicable, shall be borne by the Client

KTECH shall not be liable for:

• Internet downtime at Client location
• Third-party service interruptions
• Data loss due to unauthorized user activity
• Force majeure events including natural disasters, cyberattacks, government restrictions, or power failures

The total liability of KTECH under this agreement shall not exceed the total fees paid by the Client during the preceding 12 months.

• This agreement shall remain valid for an initial term of 1 year unless terminated earlier or extended further
• Either party may terminate the agreement by providing 30 days written notice
• KTECH reserves the right to terminate services in case of policy violations or non-payment

• The LMS software, architecture, branding, and technology remain the exclusive intellectual property of KTECH
• The Client shall not copy, reverse engineer, or commercially redistribute the platform

Neither party shall be held responsible for delays or failure in performance arising due to events beyond reasonable control.

This agreement shall be governed by and construed in accordance with the laws of India. Jurisdiction shall lie within the courts of Kolkata, West Bengal.