Standard Service Level Agreement

Service Hours

Our general service must be available from 8:00 AM to 10:00 PM, IST from Monday through Friday, except when the Customer facilities are closed due to holidays, administrative closings, or inclement weather. Our normal service can be requested or an Incident reported by telephone during working hours, or by mail or by the Web Service Portal at any time.

Incidents reported or services requested outside the working hours will be served at the next scheduled working day, unless a special procedure for Major Incident is invoked.

This service hours will be vary depends on our customers based on their contract.

Service Availability

For the provision of the Service covered by this SLA, availability is determined by the percent of the time components of the Service are available to users. “The Service Provider” will seek 100 % availability during working hours for all the interfaces combined (telephone, e-mail or Web) to report or request, that means client will always have at least one mean available to report and Incident or request a service at working times. Availability of each interface alone is provided below:

Delivery Failure Credits.

For each properly documented Delivery Failure, We will credit to Customer ten percent (10%) of the fees paid during the month in which the Delivery Failure occurred against future fees, up to a maximum of thirty percent (30%) of total fees for that month. Credits are not cumulative, that is, there shall only be a single credit given for all Delivery Failures with a single cause. Customer must report the Delivery Failure at the time it occurs, and must claim any credits by presenting documented evidence of the Remedy Amount within fifteen (15) days of occurrence of the relevant Delivery Failure. Customer will permit Shriman Technologies Private Limited or an independent third party to audit its records to verify the Remedy Amount if requested. THIS SERVICE LEVEL AGREEMENT SETS FORTH CUSTOMER’S SOLE REMEDYFOR ANY FAILURE OF SERVICE AVAILABILITY OR FAILURE TO CONTACT THE DESIGNATED PERSONNEL.

Maintenance Outages.

We will provide Customer with notification via e-mail for each planned Maintenance Outage outside of the normal maintenance hours at least one (1) business day in advance. Customer acknowledges that Service Outages and emergency circumstances may require Maintenance Outages under conditions where such notice is not practicable.

Cloud Service Updates

Cloud service updates may address security fixes, critical patches, general maintenance functionality, and documentation and shall be made available at Shriman Technologies discretion. Shriman Technologies is under no obligation to develop any future functionality or enhancements. If an update for a cloud service offering is made available to you pursuant to these cloud service support policies, it shall automatically replace the previous version of the applicable cloud service. Where practical, Shriman Technologies will schedule such cloud service updates during non-business hours and will provide you with notice.

First Line Support & Authorized Technical Contacts

Your authorized contacts person must be knowledgeable about our cloud service offering and your functional environment in order to work with us to analyze and resolve Support Requests.

They are responsible for engaging our technical support and monitoring the resolution of all Support Requests and escalated support issues.

You are required to establish and maintain processes as necessary to manage first line support for users of the cloud service offering within your organization.

If after reasonable efforts you are unable to diagnose or resolve the error(s), your authorized contact person may contact us for technical support via phone or web and assign the correct severity as defined below.

Response times

We are committed to rapid response of all Support Requests. All Severities can be logged with Shriman Technologies on a 24 hours per day, 6 days per week, 365 days per year basis via phone or web.

All Support Requests can be tracked online by the authorized technical contact who opened the Support Request. Severity Level response times do not vary if you file your Support Request via phone or web.

Shriman Technologies does not guarantee resolution times, and a resolution may consist of a fix, workaround, service availability or other solution Shriman Technologies deems reasonable.

Shriman Technologies will use reasonable efforts to meet the target response times stated in the table below. Shriman Technologies will provide continuous efforts (24 x 7 x 365) to resolve Severity 1 SaaS service availability issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower severity.

Measurement Reporting

Reports will show collected measurements relevant to the targets defined in this SLA. They are of three types:
•   Operational reports: to help the outgoing monitoring of Service against the targets.
•   Exception reports: produced each time a service level target is breached or is about to beach.
•   Periodic reports: to be discussed in scheduled Service Level Review.

The periodic reports will incorporate details of performance against all SLA targets, together with details of any trends or specific actions being undertaken to improve service quality. They will include SLAM charts at the level of the whole service. Optionally, they can be drilled down at the level of components, especially if a target is reported breached. The Service Level Analyst will distribute these periodic reports to all participants two days before the Service Level Review meetings.
The Service Level Reviews will be held every month and will be led by Service Level Managers.