Service Level Agreement

This Service Level Agreement (“SLA”) describes the standard service levels TechWorld Solution (“TechWorld”, “we”, “us”) commits to for managed services and hosting engagements. This SLA supplements, and is subject to, the specific service agreement signed with each client. Where a client’s service agreement specifies different levels, that agreement prevails.

This SLA applies to the managed services, cloud infrastructure, and support services expressly covered in your service agreement. It does not apply to one-off project work, third-party platforms outside our control, or services explicitly excluded in your agreement.

We target 99.9% monthly uptime for covered production services, measured as the percentage of minutes in a calendar month that the service is available, excluding scheduled maintenance and the exclusions below.

Availability is measured using our monitoring systems. Uptime figures and any incidents are available to clients on request.

Support requests are prioritised by severity. Our target initial response times are:

• Severity 1 — Critical (service down or major outage): response within 1 hour, 24×7.
• Severity 2 — High (significant degradation, no workaround): response within 4 business hours.
• Severity 3 — Medium (minor impact or workaround available): response within 1 business day.
• Severity 4 — Low (questions, requests, minor issues): response within 2 business days.

Response time refers to our first meaningful acknowledgement and start of work, not final resolution. We work to resolve issues as quickly as practicable based on severity.

For critical incidents, we follow a structured process: detect and acknowledge, contain and diagnose, resolve or apply a workaround, and conduct a post-incident review for recurring or major incidents. We keep affected clients informed throughout.

We perform routine maintenance during agreed maintenance windows, typically outside standard business hours. We aim to provide advance notice of planned maintenance that may affect service. Time during scheduled maintenance is excluded from availability calculations.

The availability commitment does not apply to unavailability caused by:

• Scheduled or emergency maintenance carried out with reasonable notice.
• Factors outside our reasonable control, including force majeure events and internet or utility failures.
• Third-party services, platforms, or hardware not managed by us.
• The client’s own systems, applications, network, or misuse of the services.
• Suspension due to non-payment or breach of the service agreement.

If we fail to meet the committed monthly uptime for a covered service, eligible clients may request a service credit against future invoices, calculated as a percentage of the monthly fee for the affected service:

• 99.0%–99.9% availability: 5% credit.
• 95.0%–98.9% availability: 10% credit.
• Below 95.0% availability: 20% credit.

Credits are the sole and exclusive remedy for availability shortfalls, must be requested within 30 days of the affected month, and are subject to the terms of your service agreement.

To enable us to meet these service levels, clients agree to:

• Provide timely access, information, and approvals.
• Report incidents promptly through the agreed channels.
• Maintain their own systems and credentials securely.
• Keep accounts in good standing and fees current.

We provide service and incident reporting as agreed in your service agreement and hold periodic reviews for managed-service clients to discuss performance, improvements, and upcoming changes.

We may update this standard SLA from time to time. Material changes affecting active managed-service clients will be communicated in accordance with the applicable service agreement.

For questions about this SLA or to report an incident, please contact us:

• Email: sales@techworldsolution.in
• Phone: +91 97111 99668
• Address: 104, 3rd Floor, Plot No 46, Tilak Nagar, New Delhi 110018, India