Service Level Agreement
Effective Date: 09/09/2020
Last Updated: 09/09/2024
1. Purpose
This Service Level Agreement (“SLA”) defines the service levels, incident management framework, response objectives, availability commitments, escalation procedures, and customer responsibilities applicable to software solutions, managed services, and SaaS platforms delivered by Weblinear Technologies LLP (“Weblinear”).
This SLA applies unless superseded by a separately executed Master Services Agreement (MSA), Enterprise Support Agreement, or Order Form.
2. Covered Services
This SLA applies to Software Development, Web Development, Mobile Application Development, Enterprise Solutions, Cloud Consulting, API Integration, AI & Automation Services, Managed Servers (where contracted), Weblinear Mail, Weblinear Cloud Services, Weblinear Commerce, Weblinear MAC, and Weblinear SaaS Products (including Weblinear ERP, Weblinear Accounting & GST Billing, Weblinear CRM, Weblinear HRM & Payroll, Weblinear Enterprise Manufacturing, Weblinear Warehouse Management, Weblinear Workspace, Weblinear Service Management, and Weblinear Project Management).
3. Support Hours
Standard Support is available Monday to Friday from 10:00 AM to 7:00 PM IST, excluding declared public holidays.
Emergency support for Priority 1 incidents is available outside business hours for customers covered by eligible support plans.
4. Service Availability
Where Weblinear provides hosting or managed infrastructure, the monthly uptime target is 99.9%, excluding planned maintenance, customer-caused outages, third-party provider failures, and force majeure events.
5. Incident Priorities
P1 Critical
Complete production outage or security incident with no workaround.
P2 High
Major business function unavailable with limited workaround.
P3 Medium
Partial loss of functionality with acceptable workaround.
P4 Low
Cosmetic defects, documentation requests, enhancement requests, general questions.
6. Response & Resolution Targets
P1 Targets
Initial Response: 30 minutes
Restoration Objective: Continuous effort until service restoration
Update Frequency: Every 60 minutes
P2 Targets
Initial Response: 2 business hours
Restoration Objective: 1 business day where reasonably possible
Update Frequency: Every business day
P3 Targets
Initial Response: 4 business hours
Restoration Objective: Next scheduled maintenance or sprint
Update Frequency: As required
P4 Targets
Initial Response: 1 business day
Restoration Objective: Planned release roadmap
Update Frequency: As required
Response targets represent acknowledgement and triage. Resolution targets are objectives rather than guarantees and may vary depending on complexity, third-party dependencies, customer responsiveness, and change approval requirements.
7. Incident Lifecycle
Ticket registration → Acknowledgement → Severity classification → Investigation → Root cause analysis → Restoration or workaround → Permanent resolution → Closure after customer confirmation or inactivity.
8. Escalation
Operational escalation path: Project Manager → Support Engineer → Senior Engineer → Technical Lead → Delivery Manager → Executive Management (for business-critical incidents).
9. Planned Maintenance
Planned maintenance may be scheduled for security updates, infrastructure upgrades, database optimization, or platform improvements.
Customers will normally receive advance notice whenever practical.
10. Emergency Maintenance
Weblinear may immediately perform emergency maintenance to protect platform integrity, customer data, regulatory compliance, or service continuity.
11. Customer Responsibilities
Customers are responsible for reporting issues promptly, providing sufficient diagnostic information, maintaining supported environments, authorizing required access, maintaining independent backups (unless backup services are contracted), and keeping licensed third-party software valid.
12. SLA Exclusions
This SLA does not apply to: new feature development, change requests, customer infrastructure failures, unsupported software, third-party service outages, internet connectivity issues outside Weblinear control, unauthorized modifications, cyber incidents caused by compromised customer credentials, and delays caused by customer approvals or unavailable stakeholders.
13. Security Incident Handling
Security incidents are prioritized according to operational risk. Weblinear will investigate verified incidents, implement containment measures, notify affected customers where appropriate, and coordinate remediation.
14. Data Protection
Weblinear will handle customer information according to applicable contractual obligations and privacy requirements. Unless contracted, customers remain responsible for business continuity and independent backup retention.
15. Service Credits
Unless explicitly defined in a signed commercial agreement, this SLA does not provide automatic financial penalties or service credits.
16. Force Majeure
Service commitments do not apply where delays arise from events beyond reasonable control, including natural disasters, government actions, internet backbone failures, widespread cloud outages, labor disruptions, or acts of war.
17. Amendments
Weblinear may revise this SLA to reflect operational improvements, legal requirements, technology evolution, or business practices. Updated versions become effective upon publication unless otherwise agreed in writing.
18. Contact
Official support requests should be submitted through Weblinear's designated support channels specified in the applicable Support Policy.
