Legal draft
Service level agreement
Draft framework for availability, support, maintenance and remedies.
TODO: Review and approve with Indian counsel before publication. This draft is not legal advice or a final customer agreement.
Availability
No uptime percentage should be published until monitoring, exclusions, measurement interval and service-credit remedies are approved.
Assistance
Customer assistance is available Monday to Friday, from 9:00 AM to 6:00 PM. Available channels depend on the subscribed plan; any response or resolution target must be stated in the signed order form or SLA.
Backups and recovery
The final SLA must state backup frequency, retention, restoration testing, recovery point objective and recovery time objective.
Maintenance and exclusions
Define planned maintenance notice and exclusions for customer systems, internet providers, force majeure and misuse.
Last draft update: 18 August 2026 · Owner and grievance-contact details pending.