Service Level Agreement

Bizeneed India Private Limited is committed to delivering reliable, high-quality professional services to all our clients. This Service Level Agreement (SLA) defines the performance standards, availability targets, response times, and remedies applicable to our platform and services. The SLA applies to all active service engagements and covers platform availability, support response times, service delivery timelines, and communication responsiveness. Service levels are measured and reported on a monthly basis, and credits are issued in accordance with the remedies section where service levels are not met.

• Applies to all active service engagements on the Bizeneed platform
• Performance standards measured and reported on a monthly basis
• Service credits issued where defined service levels are not met
• SLA reviewed quarterly and updated with 30 days' notice of material changes
• Enterprise clients may have customized SLA terms as per their engagement agreement

We guarantee a platform uptime of 99.5% per calendar month, measured from our monitoring systems located across multiple geographic regions. Planned maintenance windows are excluded from uptime calculations and are communicated at least 72 hours in advance. Scheduled maintenance is limited to 4 hours per month and conducted during off-peak hours. Unplanned downtime exceeding 30 minutes in a single incident qualifies for service credit. Uptime is calculated as: (Total minutes in month - unplanned downtime minutes) / Total minutes in month x 100.

• Platform uptime guarantee: 99.5% per calendar month
• Planned maintenance windows excluded with 72 hours advance notice
• Maximum planned maintenance: 4 hours per month during off-peak hours
• Unplanned downtime exceeding 30 minutes in a single incident qualifies for credits
• Uptime calculated based on automated monitoring across multiple geographic regions
• Monthly uptime reports published in the client dashboard

We are committed to responding to all client communications within defined timeframes. For critical issues affecting service delivery or compliance deadlines, we target a response within 2 business hours. For general support inquiries, we aim to respond within 4 business hours. For non-urgent administrative requests, we target a response within 1 business day. Response times are measured from the time the inquiry is logged in our support system during business hours (Monday to Friday, 9:00 AM to 6:00 PM IST). Inquiries received outside business hours are addressed on the next business day.

• Critical issues (compliance deadlines, service failures): 2 business hours
• General support inquiries: 4 business hours
• Non-urgent administrative requests: 1 business day
• Business hours: Monday to Friday, 9:00 AM to 6:00 PM IST
• Outside-hours inquiries addressed on the next business day
• Premium support tier clients receive 1-hour response for critical issues

In the event that Bizeneed fails to meet the service levels defined in this SLA, service credits will be issued to the client's account. The credit amount is calculated as a percentage of the monthly service fee: for uptime between 99.0% and 99.49%, a 5% credit; for uptime between 98.0% and 98.99%, a 10% credit; for uptime between 95.0% and 97.99%, a 20% credit; and for uptime below 95.0%, a 30% credit. Service credits are the sole and exclusive remedy for SLA breaches and do not entitle the client to terminate the agreement. Credits must be claimed within 30 days of the SLA breach.

• Uptime 99.0% - 99.49%: 5% credit of monthly service fee
• Uptime 98.0% - 98.99%: 10% credit of monthly service fee
• Uptime 95.0% - 97.99%: 20% credit of monthly service fee
• Uptime below 95.0%: 30% credit of monthly service fee
• Credits are the sole remedy for SLA breaches
• Credits must be claimed within 30 days of the breach

The SLA service levels and remedies do not apply to: downtime caused by client's equipment, software, or configuration errors; force majeure events as defined in our Force Majeure Policy; scheduled maintenance communicated with at least 72 hours' notice; issues arising from client's use of services in violation of terms of service; third-party service disruptions beyond our reasonable control; and client-initiated account suspensions or holds. Uptime calculations exclude downtime caused by client-side connectivity issues or DNS propagation delays.

• Client equipment, software, or configuration errors
• Force majeure events as defined in the Force Majeure Policy
• Scheduled maintenance with 72 hours advance notice
• Third-party service disruptions beyond our reasonable control
• Client violations of terms of service causing service disruption
• Client-initiated account suspensions or service holds

Bizeneed reserves the right to modify this SLA from time to time to reflect changes in technology, service offerings, or industry standards. Material changes to service levels will be communicated to clients at least 30 days in advance through email and platform notifications. Continued use of services after the effective date of changes constitutes acceptance of the modified SLA. Clients who do not accept material changes may terminate their agreement without penalty within the 30-day notice period. Minor changes that do not materially affect service levels may be implemented without advance notice.

• SLA may be modified to reflect technology, service, or industry changes
• Material changes communicated 30 days in advance via email and platform notification
• Continued use after effective date constitutes acceptance of changes
• Non-acceptance of material changes allows termination without penalty within 30-day window
• Minor changes implemented without advance notice if service levels are not materially affected
• Version history maintained and available upon request