This Service Level Agreement ("SLA") describes the service levels Vedhin Technology aims to provide to clients on active maintenance, support or managed-service engagements. Specific commitments for your engagement are confirmed in your individual agreement.
Scope
This SLA applies to clients with an active support, maintenance or hosting agreement. One-time project work without a support contract is not covered by these service levels.
Support hours
Standard support is available Monday to Saturday, 9:00 AM to 7:00 PM IST, excluding public holidays. Extended or 24/7 coverage may be available under specific agreements.
Response times by priority
- Critical (service down / major outage) — initial response within 4 business hours.
- High (major feature impaired) — initial response within 8 business hours.
- Medium (minor issue, workaround available) — initial response within 2 business days.
- Low (general queries, minor requests) — initial response within 3 business days.
Availability
For hosting and managed services, we target high availability and use reliable cloud infrastructure with monitoring. Specific uptime targets, where offered, are stated in your individual agreement.
Maintenance windows
Planned maintenance is scheduled to minimise disruption, and we provide advance notice for any maintenance expected to affect service.
Exclusions
Service levels do not apply to issues caused by factors outside our control, including third-party services, client-side changes, force majeure events, or use of the service outside the agreed scope.
Contact for support
To raise a support request, contact Vedhin Technology at info@vedhin.com or +91 96202 42450.
Questions about this page?
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