Service Level Agreement

Last updated: February 14, 2024

1. Service Availability

1.1 Website Uptime

  • Target availability: 99.9% uptime
  • Scheduled maintenance with advance notice
  • Emergency maintenance as required
  • Real-time status monitoring

1.2 Maintenance Windows

  • Scheduled during off-peak hours
  • Minimum 48-hour advance notice
  • Emergency fixes as needed
  • Impact minimization strategies

2. Response Times

2.1 Initial Response

  • Critical issues: Within 2 hours
  • High priority: Within 4 hours
  • Normal priority: Within 24 hours
  • Low priority: Within 48 hours

2.2 Resolution Times

  • Critical issues: Within 24 hours
  • High priority: Within 48 hours
  • Normal priority: Within 5 business days
  • Low priority: Within 10 business days

3. Support Services

3.1 Support Hours

  • Monday to Friday: 9:00 AM to 6:00 PM IST
  • Extended support by arrangement
  • Emergency support for critical issues
  • Holiday schedule published in advance

3.2 Support Channels

  • Email support: Primary channel
  • Phone support: For urgent issues
  • Video conferencing: By appointment
  • On-site support: As per agreement

4. Service Quality

4.1 Quality Assurance

  • Regular quality audits
  • Performance monitoring
  • Security assessments
  • Continuous improvement process

4.2 Performance Metrics

  • Response time tracking
  • Resolution rate monitoring
  • Customer satisfaction surveys
  • Service reliability measurements

5. Deliverables

  • Regular progress reports
  • Performance statistics
  • Incident reports when applicable
  • Monthly service summaries

6. Client Responsibilities

  • Timely communication of issues
  • Accurate information provision
  • Authorized contact designation
  • Access to necessary resources

7. Service Exclusions

  • Force majeure events
  • Third-party service failures
  • Client-caused issues
  • Unauthorized modifications

8. Review and Updates

  • Quarterly performance reviews
  • Annual SLA updates
  • Continuous service improvement
  • Client feedback incorporation

9. Contact Information

For SLA-related queries:

  • Support Email: info@minimaledgetech.com
  • Emergency Contact: Available to clients
  • Business Hours: Monday-Friday, 9:00 AM to 6:00 PM IST
  • Location: Hyderabad, India