Last updated: August 10, 2026

1. Overview

This Service Level Agreement ("SLA") defines the level of service that Startup IT Solution Infotech Pvt Ltd commits to providing to its clients for maintenance, support, and managed services.

2. Service Availability

Standard Services: 99.5% uptime guarantee for hosted solutions.
Premium Services: 99.9% uptime guarantee with priority support.
Scheduled Maintenance: Performed during off-peak hours with 48-hour advance notice.

3. Response Times

Priority	Description	Response Time	Resolution Time
P1 - Critical	System down, no workaround	1 hour	4 hours
P2 - High	Major functionality affected	2 hours	8 hours
P3 - Medium	Partial functionality affected	4 hours	24 hours
P4 - Low	Minor issues, general queries	8 hours	48 hours

4. Support Hours

Standard Support: Mon-Sat: 9:00 AM - 7:00 PM IST
Premium Support: 24/7 for P1 and P2 issues

5. Service Credits

If we fail to meet the guaranteed uptime, clients receive service credits: 5% of monthly fee for each 1% below the guaranteed uptime, up to 50% maximum.

6. Exclusions

The SLA does not cover downtime caused by: client-side issues, third-party service failures, force majeure events, internet outages, or scheduled maintenance.

7. Monitoring and Reporting

We provide monthly service reports including uptime statistics, support ticket summaries, and performance metrics.

8. Contact

For SLA-related questions, contact us at info@startupitsolution.com or +91 9214175184.

Service Level Agreement (SLA)