1. Scope
This Service Level Agreement (“SLA”) applies to all IT services provided by Vedhin Technology (“Vedhin”) to clients under signed project agreements. Where a project-specific agreement specifies different SLA terms, those terms apply. This SLA supplements and does not replace project-specific agreements.
2. Communication Response Times
Vedhin commits to the following response time standards during Indian business hours (Monday–Saturday, 9:00 AM–7:00 PM IST):
- Critical issues (system down, security breach, data loss): Response within 2 hours, resolution target within 8 hours.
- High priority (major feature not working, significant performance degradation): Response within 4 hours, resolution target within 24 hours.
- Medium priority (minor bug, non-critical feature issue): Response within 8 hours, resolution target within 72 hours.
- Low priority / general enquiries: Response within 24 hours.
- WhatsApp: Best-effort response within 2 hours during business hours.
For clients with critical 24/7 needs, a premium support agreement with out-of-hours coverage can be arranged for an additional fee. Contact us to discuss.
3. Infrastructure Uptime (for Vedhin-Managed Infrastructure)
For infrastructure managed by Vedhin Technology on behalf of clients:
- Standard tier: 99.5% monthly uptime (maximum 3.6 hours downtime/month).
- Premium tier: 99.9% monthly uptime (maximum 43.8 minutes downtime/month).
- Enterprise tier: 99.95% monthly uptime with multi-AZ redundancy.
Uptime is measured as the percentage of minutes in a calendar month during which the primary service is operational. Scheduled maintenance windows (notified 48 hours in advance) are excluded from uptime calculations.
4. Post-Launch Warranty & Support
All delivered software projects include a 90-day post-launch warranty period:
- Bug fixes: Any defects that prevent the software from functioning as described in the agreed specification will be fixed at no additional charge within the warranty period.
- Scope: Warranty covers defects in code written by Vedhin. It does not cover issues caused by client modifications, third-party service failures, or features not in the agreed specification.
- After 90 days: Ongoing support available through separate maintenance agreements starting from ₹5,000/month.
5. Staff Augmentation SLA
For staff augmentation engagements:
- Developer availability: Dedicated developers work the agreed hours (part-time or full-time) and are exclusively allocated to the client during those hours.
- Replacement guarantee: If a developer is unavailable due to illness for more than 3 business days, Vedhin will provide a temporary replacement or extend the engagement to compensate for lost days.
- Performance issues: Clients may escalate performance concerns through our account manager. If not resolved within 5 business days, a replacement developer will be provided.
- 2-week trial: New staff augmentation engagements include a 2-week risk-free trial. If the client is not satisfied, Vedhin will replace the developer or refund the cost of the trial period.
6. Service Credits
If Vedhin fails to meet the SLA targets above for infrastructure uptime, the client is eligible for service credits:
- 99.0–99.5% uptime: 10% credit on monthly infrastructure fee.
- 95.0–99.0% uptime: 25% credit on monthly infrastructure fee.
- Below 95.0% uptime: 50% credit on monthly infrastructure fee.
Credits must be requested within 30 days of the incident. Credits are applied against future invoices and are not paid in cash. Credits are the client’s sole remedy for SLA breaches.
7. Exclusions
SLA commitments do not apply to issues caused by: (a) client-side modifications to Vedhin-delivered code; (b) third-party service outages (AWS, payment gateways, etc.); (c) force majeure events; (d) client’s own infrastructure not managed by Vedhin; (e) scheduled maintenance; (f) client actions that violate the project agreement.
8. Contact for SLA Issues
To raise an SLA issue or claim service credits: info@vedhin.com (subject line: “SLA Issue”) or WhatsApp +91 9620242450. Response guaranteed within 4 business hours.