Service Level Agreement (SLA) for Website Support

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 Website support provided by Kovid BioAnalytics Pvt. Ltd. ("Provider"). This document serves as an agreement between Kovid BioAnalytics Pvt. Ltd. and "Customer".

2. Definitions

• Service Availability: The percentage of time the website is available for use, if hosted by the Provider.
• Downtime: The period during which the website is unavailable to the world and the Customer, excluding scheduled maintenance, if the service is hosted by the Provider.
• 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 accessibility of the service.
• Response Time: The time taken to acknowledge a reported issue.
• Resolution Time: The time taken to resolve an acknowledged issue.
  
• Third Party Hosting: If website is hosted by a third-party, the Provider does not take any responsibility of uptime and availability

3. Service Commitment

Kovid BioAnalytics Pvt. Ltd. is committed to providing the following service levels as a part of support:

• Service Availability: The website will have a monthly uptime of 99.5% (not in case of Third Party Hosting).
• 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 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 Friday, 9:00 AM to 6:00 PM IST.
• Support Channels: Email (support@kovidbioanalytics.com), Ticketing System, and Phone ([+91-935-937-1212], [+91-942-168-4249]) , 
• Escalation Process: Issues not resolved within the specified resolution times can be escalated by contacting the assigned Account Manager or Chief Business Officer.

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.