Service Level Agreement Terms
Bizeneed India Private Limited - Service Commitments & Guarantees
Last updated: September 2026
Service Commitments
Bizeneed is committed to delivering reliable, timely, and high-quality professional services. Our service commitments form the foundation of every client engagement.
- 99.5% uptime for the Bizeneed customer portal and mobile applications
- All service requests acknowledged within 1 business hour during working days
- Critical issues (service blockers) resolved within 4 business hours
- Standard support tickets resolved within 2 business days
- Dedicated account manager for annual package clients
- Monthly compliance status reports delivered on the 5th of each month
Response Times
All support requests are categorized by priority level. Response and resolution times vary based on the urgency and complexity of the issue.
Critical Priority
24x7Service blockers, filing deadlines at risk, or data errors
1 hour acknowledgment, 4 hours resolution
High Priority
Mon-Sat, 9:30 AM - 6:30 PMUrgent queries, compliance filing within 48 hours, client escalations
4 hours acknowledgment, 1 business day resolution
Medium Priority
Mon-Sat, 9:30 AM - 6:30 PMStandard service requests, document submissions, routine queries
1 business day acknowledgment, 2 business days resolution
Low Priority
Mon-Sat, 9:30 AM - 6:30 PMGeneral inquiries, documentation requests, non-urgent updates
2 business days acknowledgment, 5 business days resolution
Uptime
We maintain a minimum uptime target for all our core services. Uptime is measured on a calendar-month basis.
Customer Portal (app.bizeneed.in)
Target: 99.5%Scheduled windows notified 48 hours in advance
API Services (integrations)
Target: 99.5%Rolling updates with zero downtime
Payment Gateway
Target: 99.9%Depends on third-party provider uptime
Email & Notifications
Target: 99.0%Depends on third-party provider uptime
Remedies
In the event of an SLA breach, Bizeneed provides remedies in the form of service credits. The table below outlines the specific remedies for each type of breach.
Uptime falls below 99.5% in a calendar month
Service credit equal to 5% of the monthly subscription fee for that month
Critical issue not acknowledged within SLA (1 hour)
Service credit of 10% of the monthly subscription fee
Standard support ticket unresolved beyond SLA (2 business days)
Service credit of 3% of the monthly subscription fee per day of delay, capped at 15%
Repeated SLA breaches (3+ in a rolling 30-day window)
Escalation to account director and a dedicated remediation plan with guaranteed timelines
Service Credits
- Service credits are calculated as a percentage of the monthly service fee and applied to the next invoice
- Credits are the sole and exclusive remedy for SLA breaches - no other damages or liabilities are accepted
- To claim service credits, submit a request via the customer portal within 15 days of the SLA breach
- Credits require verification by Bizeneed's operations team before application
- Credits do not apply to free tier or trial accounts
- Maximum aggregate service credits per billing cycle shall not exceed 25% of the monthly fee
Exclusions
The following scenarios are excluded from SLA guarantees and do not qualify for service credits.
- Scheduled maintenance windows communicated 48 hours in advance
- Issues caused by client-side infrastructure, network connectivity, or third-party integrations not managed by Bizeneed
- Force majeure events including natural disasters, government actions, or internet infrastructure failures
- Client modifications to service configurations performed without Bizeneed's knowledge or approval
- Issues arising from the use of Bizeneed services in a manner inconsistent with documented guidelines
- SLA does not apply during free trial periods or beta/preview feature access
Questions about our SLA? Contact our support team for a detailed service agreement copy.
Contact Support