📜 SERVICE LEVEL AGREEMENT (SLA)
1. Overview
This Service Level Agreement (SLA) defines the level of service provided by Kriyantrai for its software, AI solutions, and development services.
2. Scope of Services
This SLA applies to:
- Web and mobile applications
- AI/ML solutions
- Automation systems
- APIs and backend services
- Hosting and maintenance (if included in contract)
3. Service Availability
We aim to provide:
- 99% uptime for deployed applications (if hosting is managed by us)
However, uptime excludes:
- Scheduled maintenance
- Force majeure events
- Third-party service outages
4. Support & Response Time
| Issue Severity | Description | Response Time |
|---|---|---|
| Critical | System down / major failure | Within 4–8 hours |
| High | Major feature not working | Within 24 hours |
| Medium | Partial issue | 1–2 business days |
| Low | Minor bug / improvement | 3–5 business days |
5. Maintenance
We may perform:
- Scheduled maintenance (with prior notice)
- Emergency maintenance (if required for security or stability)
6. Client Responsibilities
Clients must:
- Provide accurate requirements
- Ensure timely communication
- Make payments as agreed
- Not misuse or overload systems
7. Exclusions
The SLA does not cover:
- Issues caused by third-party services
- Client-side errors or misuse
- Unauthorized modifications
- External cyber attacks beyond reasonable control
8. Data Backup & Recovery
- Backups are provided only if explicitly included in the contract
- Clients are encouraged to maintain independent backups
9. Service Credits
If uptime commitments are not met, service credits may be provided at our discretion as per contract terms.
10. Termination
This SLA remains valid until:
- Service termination
- Contract completion
- Mutual agreement
11. Changes to SLA
We reserve the right to modify this SLA at any time. Updates will be posted on this page.