Service Level Agreement

1. Purpose

This SLA describes and ensures that:

• The proper elements and commitments are in place to deliver consistent IT service support and delivery by the Service Provider.
• There is a mutual understanding between the Service Provider and the Customer of expected service provision.

2. Objectives

The objectives of this SLA are to:

• Clearly define ownership of services, roles, and responsibilities.
• Provide concise, measurable descriptions of service provision.
• Align the Customer’s expectations with actual service support and delivery.

3. Scope of Services

The following services are covered under this Agreement:

• 24×7 Ticket and chat-based support.
• Monitored server alerts and email support.
• Remote assistance for server infrastructure (via SSH or Remote Desktop Protocol, as applicable).
• Both planned and emergency assistance.
• Monthly system health checks and reporting.

4. Customer Responsibilities

To enable the Service Provider to deliver the agreed services, the Customer must:

• Pay all support fees at the agreed intervals.
• Ensure a representative is reasonably available when resolving service-related incidents or requests.
• Provide any required access rights and credentials as agreed.

5. Service Provider Responsibilities

The Service Provider will:

• Grant full network infrastructure access as agreed.
• Respond to service incidents and requests per the agreed response times.
• Provide appropriate notice of any scheduled maintenance.

6. Service Management

6.1 Service Availability

Services will be available as follow based on your support plan:

6.2 Response & Resolution Times

• Initial Response Time: Within 1 hour of receipt of incident or request.
• Resolution Time: Within 12 to 24 hours of initial response, depending on the priority and nature of the issue.

Remote assistance is provided according to these same timeframes, adjusted according to priority.

7. Access & Authorization

• The Customer shall provide administrative access to the servers and necessary permissions.
• The Service Provider must also have authorization to contact relevant data-center personnel for hardware or connectivity issues.
• Without appropriate access, the Service Provider cannot guarantee performance or full service delivery.

8. Response vs. Resolution

• Response Time refers to how quickly the Service Provider acknowledges or begins working on a reported issue.
• Resolution Time refers to when the issue is fully resolved or the request fulfilled.

Due to external dependencies (e.g. third-party vendors, hardware failures, outside network issues), the Service Provider does not guarantee resolution of all issues within the same timeframe, particularly in critical or complex cases.

9. Exclusions / Limitations

• The Service Provider is responsible for software-level components only (operating system and application software) on servers under management.
• Hardware failures (e.g. CPU fan, hard disk, RAM) or connectivity issues fall under the Customer’s or data center’s responsibility.
• Issues outside the agreed access or scope (e.g. undocumented applications required for “working order”) are not covered unless explicitly included.

10. Billing

• Invoices will be issued at the start of each service period (monthly).
• Payment is due upon the invoice date.
• Billing disputes or questions must be raised with the accounting department via the provided contact.

11. Termination

• Either party may terminate this Agreement with a minimum of 30 days’ written notice prior to the end of the current service period.
• If not terminated, the agreement renews automatically for the next term.

12. Governing Law & Dispute Resolution

• This Agreement shall be governed by the laws of India.
• Disputes which cannot be resolved amicably shall be subject to the exclusive jurisdiction of the courts in Nashik, India.