VEDHIN TECHNOLOGY SERVICE LEVEL AGREEMENT POLICY
Global Service Delivery Standards | Effective: May 2024
ARTICLE 1: SERVICE CATEGORIZATION & DEFINITIONS
1.1 Service Tiers Classification
| Service Tier | Availability Commitment | Support Coverage | Applicable Services |
|---|---|---|---|
| Platinum (24x7x365) | 99.95% Uptime | 24/7 Phone, Email, Chat | Mission Critical Applications |
| Gold (Business Hours) | 99.9% Uptime | Mon-Fri, 9 AM-6 PM Client Local Time | Enterprise Applications |
| Silver (Standard) | 99.5% Uptime | Business Days, Email Support | Internal Tools, Dev Environments |
1.2 Critical Definitions:
- "Scheduled Maintenance": Pre-announced downtime (minimum 72 hours notice)
- "Emergency Maintenance": Unscheduled critical updates (best effort notification)
- "Service Credit": Financial remedy for SLA breach
- "Resolution Time": Time from ticket acknowledgement to service restoration
ARTICLE 2: INCIDENT MANAGEMENT PROTOCOL
2.1 Priority Matrix & Response Times
| Priority Level | Definition | Initial Response | Update Frequency | Target Resolution |
|---|---|---|---|---|
| P1 - Critical | Production system down, business halted | 15 minutes | Hourly | 4 hours |
| P2 - High | Major feature impaired, workaround available | 1 hour | Every 4 hours | 24 hours |
| P3 - Medium | Minor issue, minimal business impact | 4 hours | Daily | 5 business days |
| P4 - Low | Cosmetic, enhancement request | 1 business day | On request | Next release cycle |
2.2 Escalation Matrix:
- Level 1: Support Engineer (0-1 hour)
- Level 2: Senior Engineer/Team Lead (1-4 hours)
- Level 3: Technical Architect (4-8 hours)
- Level 4: Delivery Director/CTO (8+ hours)
ARTICLE 3: SERVICE CREDIT CALCULATION
3.1 Uptime Calculation Formula
Monthly Uptime Percentage = [(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month] × 100
Exclusions: Scheduled Maintenance, Force Majeure, Client-caused outages
| Uptime Percentage | Service Credit | Remedy |
|---|---|---|
| < 99.95% but ≥ 99.9% | 5% of Monthly Fee | Automatic credit next invoice |
| < 99.9% but ≥ 99.5% | 10% of Monthly Fee | Automatic credit + root cause analysis |
| < 99.5% | 25% of Monthly Fee | Credit + remediation plan + executive review |
3.2 Credit Request Process:
- Client submits written request within 30 days of month-end
- Vedhin validates against monitoring logs
- Credit applied within next billing cycle
- Maximum annual credit capped at 50% of annual contract value
ARTICLE 4: STAFF AUGMENTATION SPECIFIC SLAs
4.1 Resource Replacement Guarantee
| Scenario | Replacement Timeline | Client Cooperation Required |
|---|---|---|
| Voluntary resignation (resource) | 30 business days | Interview participation, timely feedback |
| Performance termination (by Vedhin) | 15 business days | Documented performance issues shared |
| Client-initiated replacement | 45 business days | Clear rationale, knowledge transfer period |
4.2 Knowledge Transfer SLA:
- Documentation: 5 business days post-request
- Overlap Period: Minimum 1 week for critical roles
- Transition Support: 20 hours complimentary post-replacement
ARTICLE 5: SUPPORT CHANNELS & HOURS
For all Regions
Hours: 9 AM - 6 PM IST
Phone: +91-9620242450
Email: contact@vedhin.com
SLA GOVERNANCE & REVIEW
This SLA is reviewed quarterly based on performance metrics. Service credits are sole remedy for SLA breaches. Vedhin reserves right to modify SLA with 60-day notice. Client may terminate if modified SLA reduces commitments by more than 10%.
Monitoring Tools: Datadog, New Relic, Azure Monitor, AWS CloudWatch
Reporting: Monthly performance dashboards available on client portal
Last Updated: May 2025 | Next Review: August 2026