Varanasi, UP- IN
Service Level Agreement (SLA) — Managed Services
Effective date: 5 September 2025
This SLA applies to Managed Services described in an active SOW (e.g., hosting support, DevOps, observability, security monitoring). If there is a conflict, the SOW controls.
1) Coverage
Production environments and critical integrations listed in the SOW. Non-production is best-effort unless otherwise stated.
2) Hours & contacts
- Support hours: Weekdays 10:00–18:00 IST for standard requests; 24×7 for P1 incidents.
- Channels: Email info@ektasi.io, phone +91 88799 52595. (Optional ticket portal per SOW.)
3) Incident severities
- P1 (Critical): Production down, security incident, data loss, or severe degradation with no workaround.
- P2 (High): Major functionality impaired; workaround exists.
- P3 (Medium): Minor impact; normal operations with issues.
- P4 (Low): Questions, requests, cosmetic issues.
4) Targets
| Priority | Response | Update Cadence | Workaround Target | Resolution Target* |
|---|---|---|---|---|
| P1 | 15 min | 60 min | 4 hrs | Best effort within 8 hrs |
| P2 | 2 hrs | 8 hrs | 1 business day | 3 business days |
| P3 | 1 business day | Every 3 business days | N/A | As prioritized |
| P4 | 2 business days | Weekly | N/A | As scheduled |
*Resolution targets are objectives, not guarantees; complex third-party issues may extend timelines. We’ll provide root-cause and corrective actions for P1/P2 within 5 business days of closure.
5) Availability
Monthly uptime target: 99.9% for monitored production components we operate. Exclusions: scheduled maintenance (with ≥48h notice), emergency maintenance to address security risk, issues caused by Client or third parties outside our control (e.g., cloud provider regional outages, upstream gateways), force majeure.
6) Service credits (optional)
| Monthly Uptime | Credit |
|---|---|
| < 99.9% to ≥ 99.5% | 5% of monthly managed fee |
| < 99.5% to ≥ 99.0% | 10% of monthly managed fee |
| < 99.0% | 15% of monthly managed fee |
Credits must be requested within 30 days of the month-end and are applied to future invoices. Credits are not available where exclusions apply.
7) Backups & DR (if Ektasi operates infrastructure)
- Backups: Daily snapshots with 30-day retention (or per SOW).
- RPO/RTO: Default target RPO ≤ 24h; RTO ≤ 8h for critical services (or as specified in SOW).
- Tests: Periodic restore tests for critical data paths.
8) Security & incident response
We monitor critical paths with alerting. On a suspected breach affecting Client data, we will notify without undue delay, investigate, mitigate, and provide updates and a post-incident report consistent with the DPA.
9) Client obligations
- Designate incident contacts with escalation paths.
- Maintain current access credentials and whitelist monitoring/automation IPs.
- Promptly apply recommended updates to Client-managed components.
- Use the Services in accordance with the Acceptable Use Policy.
10) Reporting
Monthly service report: incidents & SLAs, changes, capacity/cost notes, recommendations, and risk register updates.
11) Changes
Service levels may be updated by mutual written agreement or change order.