Service Level Agreement (SLA)

1. Service Availability

Uptime Guarantee: 99.9% monthly uptime for managed infrastructure

Planned Maintenance: Scheduled during agreed maintenance windows, excluded from uptime calculation

2. Response Times

Priority	Response Time	Resolution Target
Critical (P1)	1 hour	4 hours
High (P2)	4 hours	24 hours
Medium (P3)	8 hours	72 hours
Low (P4)	24 hours	5 business days

3. Support Coverage

Business Hours: Monday-Friday, 9 AM - 6 PM IST

24/7 Support: Available for P1 critical issues (premium tier)

4. Performance Metrics

• Monthly uptime reports
• Incident response time tracking
• Resolution time analysis
• Customer satisfaction scores

5. Service Credits

If uptime falls below 99.9%:

• 99.0% - 99.9%: 10% service credit
• 95.0% - 99.0%: 25% service credit
• Below 95.0%: 50% service credit

6. Exclusions

SLA does not apply to:

• Issues caused by client actions
• Third-party service outages
• Force majeure events
• Scheduled maintenance windows

7. Escalation Process

Level 1: Support Engineer → Level 2: Senior Engineer → Level 3: Technical Lead → Level 4: CTO

Contact

SLA inquiries: [email protected]