# Service Level Agreement ## **Service Level Agreement (SLA) - Response Times** Any ticket raised by the partner will be categorized into the following categories, each with different SLAs: | **Ticket Category** | **Definition** | **Response Time within** | **Resolution Time within** | | ---------------------- | ----------------------------------------------------------------------------------------------------------------------- | ------------------------ | ----------------------------------------------------------------------------- | | Critical Incidents | Severe issues causing complete system outages or significant loss of functionality, severely impacting user experience. | 1 Hours | Best effort to resolve within 4 hours; updates every 2 hours until resolved | | High-Priority Issues | Problems significantly affecting system functionality but not causing a complete outage | 2 Hours | Best effort to resolve within 48 hours; updates every 24 hours until resolved | | Medium-Priority Issues | Problems affecting certain features or functionalities but not causing major disruptions. | 4 Hours | Best effort to resolve within 7 business days. | | Low-Priority Issues | Minor problems with minimal impact on system performance or functionality. | 8 Hours | Best effort to resolve within 10 business days. | | General Inquiries | Non-urgent questions or requests for information. | 8 Hours | N/A | | Feature Requests | Request for new functionality addition in the product | 2 Business Days | N/A | **Additional Notes:** * **Resolution Times**: These are goals and may vary based on the complexity of the issue. * **partner’s Responsibility**: The partner must provide accurate and detailed information when reporting issues to facilitate timely resolution. * **Third-Party Dependencies**: In case of third-party dependencies or unforeseen circumstances, resolution times may be extended. The partner will be kept informed. * **Feature Requests:** In case of any feature request has been raised, It will be added in the product roadmap and will be developed once suffiecient partner starts asking for the same. * **Ticket Resolution Crieteria:** Tickets will be closed if * partner is satisfied with the resolution provided. * There is no communication from the partner’s end for more than 3 business days. * Product manager approves that resolution provided is as expetcted. * **Agreement Acknowledgment**: By agreeing to this SLA, both parties acknowledge the importance of timely communication and cooperation to ensure the smooth operation of the software and prompt issue resolution. *** ## **Service Hours** #### **Standard Service Hours** Our support and maintenance services are available during the following standard service hours. During these times, our team is ready to respond to inquiries, address issues, and provide assistance as needed. **Service Hours:** * **Monday to Friday:** 10:00 to 23:00 IST (GMT +5:30) * **Excluding:** Weekends and Indian public holidays #### **Emergency Support** For critical incidents requiring immediate attention outside of our standard service hours, please contact our emergency support team using the details below: | **Name** | Phone | **Email** | | -------------------- | --------------- | ---------------------- | | Anmol Anand | +91 70090 75312 | | | Ajay Pratap Sudhakar | +91 99354 68272 | | | Rohit Garg | +91 97403 74298 | | #### **After-Hours Maintenance** Scheduled updates, maintenance, and optimizations that might impact your operations will be communicated in advance. These activities are generally performed during non-peak hours to minimize disruption. *** ## **Ticket Escalation Procedure** If a ticket cannot be resolved within the defined timeframes or if a critical incident arises that requires immediate attention, our escalation procedure ensures that the matter is addressed with the appropriate urgency and expertise. #### **Primary Support Level** Initial issues are handled by our primary support team according to the Service Level Agreement (SLA) response and resolution times. #### **Managerial Escalation** If an issue remains unresolved or significantly impacts business operations, it will be escalated to the support team manager. The manager will evaluate the situation, allocate necessary resources, and expedite the resolution process. | **Name** | Phone Number | **Email** | | -------------------- | --------------- | ---------------------- | | Anmol Anand | +91 70090 75312 | | | Ajay Pratap Sudhakar | +91 99354 68272 | | #### **Executive Escalation** For critical incidents threatening system stability, data security, or business operations, the issue will be escalated to the executive team. They will intervene to resolve the issue quickly, allocate additional resources, and make strategic decisions as needed. | **Name** | Phone Number | **Email** | | -------------------- | --------------- | ------------------- | | Rohit Garg (Founder) | +91 97403 74298 | | ### **Communication and Transparency** At each escalation level, we will maintain clear and transparent communication with the client, providing updates on issue resolution progress and the actions being taken. ### **Post-Incident Review** After resolving a critical incident, a post-incident review will be conducted to analyze the root cause, evaluate the effectiveness of the escalation process, and identify areas for improvement. **Please Note:** * Escalations are designed to ensure timely resolution and maximize partner satisfaction. * We aim to resolve issues at the lowest escalation level to optimize resource use.