Service Level Agreement - eDhanvantari

Service Level Agreement - eDhanvantari

Service Level Agreement (SLA) for eDhanvantari SaaS

Effective Date: 01-Mar-2023 Version: 1.0

1. Introduction

This Service Level Agreement (SLA) outlines the service levels, commitments, responsibilities, and procedures related to the eDhanvantari SaaS product provided by Kovid BioAnalytics Pvt. Ltd. ("Provider"). This document serves as an agreement between Kovid BioAnalytics Pvt. Ltd. and eDhanvantari Subscription Holders ("Customer").

2. Definitions

  • Service Availability: The percentage of time the eDhanvantari service is available for use.
  • Downtime: The period during which the eDhanvantari service is unavailable to the Customer, excluding scheduled maintenance.
  • Scheduled Maintenance: Pre-announced periods during which the service may be unavailable to perform essential updates and upgrades.
  • Incident: An unplanned interruption or reduction in quality of the eDhanvantari service.
  • Response Time: The time taken to acknowledge a reported issue.
  • Resolution Time: The time taken to resolve an acknowledged issue.

3. Service Commitment

Kovid BioAnalytics Pvt. Ltd. is committed to providing the following service levels for eDhanvantari:

  • Service Availability: eDhanvantari will have a monthly uptime of 99.5%.
  • Response Time:
    • Critical Issues (e.g., Service Outage): Within 1 hour.
    • Major Issues (e.g., Major functionality loss): Within 4hours.
    • Minor Issues (e.g., Non-critical functionality loss): Within 24 hours.
  • Resolution Time:
    • Critical Issues: Resolved within 8 hours.
    • Major Issues: Resolved within 48 hours.
    • Minor Issues: Resolved within 5 business days.

4. Customer Responsibilities

To ensure the effective delivery of eDhanvantari services, the Customer is expected to:

  • Maintain a reliable internet connection.
  • Report incidents promptly through the designated support channels.
  • Provide accurate and detailed information when reporting issues.
  • Cooperate with Kovid BioAnalytics’ support team during incident resolution.

5. Support Services

Kovid BioAnalytics offers the following support services:

  • Support Hours: Monday to Saturday, 9:00 AM to 6:00 PM IST.
  • Support Channels: Email (support@kovidbioanalytics.com), Phone ([+91-935-937-1212]), and Ticketing System.
  • Escalation Process: Issues not resolved within the specified resolution times can be escalated by contacting the assigned Account Manager.

6. Maintenance and Scheduled Downtime

  • Scheduled Maintenance: Maintenance windows will be communicated at least 48 hours in advance. Scheduled maintenance will not exceed 4 hours per month.
  • Emergency Maintenance: In the event of critical updates, emergency maintenance may be conducted with minimal notice.

7. Exclusions

The SLA does not apply to performance issues caused by:

  • Factors outside the control of Kovid BioAnalytics, such as natural disasters, internet service provider failures, etc.
  • Customer's actions or inactions, including failure to adhere to required configurations or use of unsupported software.
  • Third-party services not contracted through Kovid BioAnalytics.

8. Service Credits

If Kovid BioAnalytics fails to meet the service availability commitment, the Customer may be eligible for service credits as follows:

  • Service Availability less than 95.0% but greater than 90.0%: 5% of the monthly fee credited.
  • Service Availability less than 90.0%: 10% of the monthly fee credited.

To claim service credits, the Customer must request them within 30 days of the incident.


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