Effective Date: April 11, 2026
This Service Level Agreement (“SLA”) defines performance commitments for Zentriscan technical services including 3D scanning, PC repair, 3D printer repair, and scan-to-CAD conversion. Governed by Texas law.
1. Service Coverage
This SLA applies to:
- 3D Scanning: Physical object digitization
- Scan-to-CAD: Reverse engineering to editable CAD files
- PC Repair: Hardware diagnostics and component replacement
- 3D Printer Repair: Extruder, bed leveling, electronics
Exclusions: Custom R&D, experimental workflows, client-supplied defective materials.
2. Service Availability (99.5% Uptime)
Website & Customer Portal: 99.5% monthly uptime (43.2 hours max downtime)
Service Hours: Monday–Friday, 8AM–6PM CDT (excluding Texas holidays)
Emergency Support: 24/7 email response within 4 hours
Uptime Calculation: (Total Minutes in Month – Downtime Minutes) ÷ Total Minutes in Month
3. Response Time Guarantees
| Priority | Issue | Response | Resolution |
|---|---|---|---|
| P1 Critical | Production stopped | 1 hour | 4 hours |
| P2 High | Major functionality lost | 2 hours | 24 hours |
| P3 Medium | Degraded performance | 4 hours | 3 business days |
| P4 Low | Minor/cosmetic | 8 hours | 5 business days |
4. Turnaround Time Commitments
| Service | Standard | Rush (+50%) | Guarantee |
|---|---|---|---|
| 3D Scanning | 3 business days | 24 hours | ±1 day |
| Scan-to-CAD | 5 business days | 48 hours | ±2 days |
| PC Repair | 2 business days | Same day | ±1 day |
| 3D Printer Repair | 3 business days | 48 hours | ±1 day |
Note: Turnaround excludes shipping time, client approval delays, material defects.
5. Accuracy Specifications
| Service | Guaranteed Accuracy | Measurement Method |
|---|---|---|
| 3D Scanning | ±0.1mm (100μm) | Calibrated reference objects |
| Scan-to-CAD | ±0.2mm deviation from scan | CAD inspection tools |
| PC Diagnostics | 95% first-pass accuracy | Industry standard benchmarks |
6. Service Credits
| SLA Breach | Credit | Max Monthly Cap |
|---|---|---|
| Uptime <99.5% | 10% of monthly fee | 25% |
| P1 >4hr resolution | 15% of monthly fee | 25% |
| Turnaround +2 days | 20% of service fee | 50% per service |
| Accuracy failure | Full service refund | N/A |
Request Credits: Submit within 30 days via billing@zentriscan.com
7. Exclusions from SLA Coverage
Force Majeure: Acts of God, war, pandemics, government orders
Client Delays: Late approvals, incomplete specs, shipping delays
Material Defects: Client-supplied parts failing within specs
Third-Party Issues: Vendor delays, shipping carrier failures
Experimental Work: Non-standard processes, R&D projects
8. Root Cause Analysis
For P1 incidents: Full report within 5 business days including:
- Incident timeline
- Root cause determination
- Corrective actions
- Prevention measures
9. Escalation Procedure
| Level | Contact | Response | Escalation Trigger |
|---|---|---|---|
| L1 | Support | 1 hour | P1 incidents |
| L2 | Technical Lead | 2 hours | P1 unresolved >2hr |
| L3 | Operations Director | 4 hours | P1 unresolved >4hr |
| L4 | CEO | 24 hours | Any SLA breach >24hr |
10. Termination for Chronic Failure
Three SLA breaches within 90 days = right to terminate without penalty. Zentriscan refunds prepaid services pro-rata.
11. Measurement and Reporting
Monthly SLA Report delivered by 5th of each month:
- Uptime statistics
- Response/resolution times
- Service credit summary
- Continuous improvement actions
12. Governing Law & Dispute Resolution
Governed by laws of State of Texas, Galveston County jurisdiction.
Mandatory binding arbitration per Zentriscan Terms of Service.
Service credits are sole remedy for SLA breaches.
13. Service Review Meetings
Quarterly business reviews with dedicated account manager to:
- Review SLA performance
- Discuss service improvements
- Plan upcoming projects
Feedback and Complaints
All SLA Concerns please contact us:
📧Â info@zentriscan.com