SERVICE LEVEL AGREEMENT
1. Purpose
This Service Level Agreement (SLA) defines the support, maintenance, and service commitments provided by WTWEBS Infotech Pvt. Ltd. (Waytowebs).
2. Business Hours
Support Hours: Monday to Saturday, 10:00 AM to 7:00 PM IST. Public holidays and company-declared holidays are excluded.
3. Communication Channels
Support requests may be submitted through: Email, Phone, WhatsApp, and Project Management Platforms (if applicable).
4. Response Time Matrix
| Priority Rank | Scope Examples | Expected Targets |
|---|---|---|
| Critical Issues | Website down, Application inaccessible, Server outage | Within 4 to 8 business hours. |
| High Priority | Major functionality bug, Payment gateway issues, Form submission failures | Within 1 business day. |
| Medium Priority | Minor bugs, Layout inconsistencies, Content display issues | Within 2 to 3 business days. |
| Low Priority Requests | Content updates, Image replacements, Minor adjustments | Within 3 to 5 business days. |
5. Support Coverage
Support is limited to services covered under the maintenance package purchased by the client. It includes: Bug fixes, website uptime monitoring, minor content/image modifications, and technical guidance.
6. Exclusions
The following are not covered under this agreement:
- New feature development or custom additional pages
- Major UI/UX redesign upgrades
- Third-party system platform errors
- Hosting issues managed externally by third-party configurations
- Search engine system rank fluctuations
- Cyber-attacks caused by external core vulnerabilities
7. Hosting Responsibility
Hosting Managed by Waytowebs: We will assist with uptime monitoring, baseline server troubleshooting, and engineering support.
Third-Party Hosting: Structural assistance remains limited to the software layer configuration only. Server administration stays with the respective host provider.
8. Escalation Process
If an issue remains unresolved, clients may request structural escalation through management channels for deep administrative review.
9. SLA Modifications
Waytowebs reserves the right to revise SLA terms whenever necessary. Updated variations will routinely publish to our live domain environment.
