Service Level Agreement (SLA)

Effective: June 2025  |  Version 2.1

1. Purpose & Scope

This Service Level Agreement ("SLA") defines the performance standards and support commitments that Sripadatech IT Solutions ("Provider") will deliver to its managed service clients ("Client"). This SLA applies to all services delivered under a signed Service Agreement and supplements — but does not replace — the specific terms in that agreement.

2. Service Availability

Sripadatech commits to the following monthly uptime targets for managed infrastructure services:

Service Tier	Monthly Uptime Target	Maximum Monthly Downtime
Critical Infrastructure (P1 scope)	99.9%	43 minutes
Standard Managed Services	99.5%	3 hours 36 minutes
Development / Non-Production Environments	99.0%	7 hours 18 minutes

Scheduled maintenance windows (agreed in advance with the Client) are excluded from uptime calculations.

3. Incident Priority Classification

Priority	Definition	Initial Response	Resolution Target	Update Frequency
P1 — Critical	Complete service outage or major security breach affecting all or most users	30 minutes	4 hours	Every 30 min
P2 — High	Significant degradation affecting multiple users; no workaround available	2 hours	8 hours	Every 2 hours
P3 — Medium	Service degradation with workaround available; limited user impact	4 hours	Next business day	Daily
P4 — Low	Minor issue or service request with no operational impact	8 business hours	5 business days	On resolution

Response times are measured from the moment an incident is logged in the ticketing system and acknowledged by the NOC.

4. Support Hours

• 24/7/365 NOC Monitoring: Continuous automated monitoring and alert triage for all P1 and P2 incidents, every day including weekends and public holidays — regardless of the Client's time zone.
• Standard Support Window: Mon–Fri for P3 and P4 requests. The specific working hours are agreed with each Client at onboarding to align with their local business hours (UK, US, EU, AU, or India time zones).
• On-Call Engineer: Available around the clock for P1/P2 escalations via the support hotline. Engineers are rostered across shifts to ensure coverage without time-zone dependency.
• Time Zone Flexibility: Clients based outside India are supported within their own business hours for routine requests. Critical incidents are handled immediately regardless of time zone.

5. SLA Credits

If Sripadatech fails to meet the agreed monthly uptime target due to causes within our control, the Client is entitled to a service credit as follows:

Monthly Uptime Achieved	Credit (% of Monthly Fee)
99.0% – 99.9%	5%
95.0% – 98.9%	10%
Below 95.0%	20%

Credits must be requested within 15 days of the incident month and will be applied to the following invoice. Credits are the Client's sole remedy for uptime failures and do not apply to force majeure events.

6. Exclusions

SLA commitments do not apply to downtime caused by:

• Scheduled maintenance windows agreed with the Client in advance
• Client-initiated changes outside of the change management process
• Third-party provider failures (ISP, cloud platform outages, etc.)
• Force majeure events (natural disasters, government actions, etc.)
• Hardware or software outside the agreed managed scope

7. Change Management

All changes to production infrastructure must follow the agreed change management process. Standard changes (pre-approved, low-risk) may be implemented within normal working hours. Emergency changes for P1/P2 incident resolution may be implemented immediately with post-change documentation within 24 hours.

8. Reporting

Clients receive a monthly SLA performance report covering: uptime statistics, incident summary by priority, response and resolution time averages, open change requests, and capacity metrics where applicable.

9. Review & Amendment

This SLA is reviewed annually or upon significant changes to the service scope. Amendments require written agreement from both parties with 30 days' notice.

10. Contact for SLA Queries

Sripadatech
info@sripadatech.com
Support Hotline: +91 83798 48723