This Service Level Agreement ('SLA') defines the service standards, response times, and uptime commitments that TechYenthra Technologies Private Limited (CIN: U62011TN2026PTC194186) provides for its managed services and SaaS platforms. This SLA applies where explicitly referenced in a client's Statement of Work or subscription agreement.
Service Availability
For managed hosting and SaaS platforms operated by TechYenthra Technologies, we target the following uptime: Production environments: 99.5% uptime per calendar month (equivalent to approximately 3.6 hours of permitted downtime per month); Staging/Development environments: 95% uptime per calendar month. Uptime is calculated as: (Total minutes in month – Downtime minutes) / Total minutes in month × 100. Scheduled maintenance windows (communicated at least 48 hours in advance) are excluded from downtime calculations.
Incident Response Times
We classify incidents by severity and respond within the following timeframes: Critical (P1) — Complete service outage or data loss risk: Initial response within 1 hour, resolution target within 4 hours; High (P2) — Major feature unavailable, significant performance degradation: Initial response within 4 hours, resolution target within 24 hours; Medium (P3) — Minor feature impacted, workaround available: Initial response within 1 business day, resolution target within 5 business days; Low (P4) — Cosmetic issues, minor bugs: Initial response within 2 business days, resolution target within 30 days. Response times apply during standard business hours (Mon–Fri, 9 AM–6 PM IST) unless a 24/7 support plan is included in the engagement.
Support Channels
Support is available through the following channels: Email: info@techyenthra.com (primary support channel for all plans); Phone: +91 81051 77337 (for Critical and High priority incidents); Dedicated Slack/WhatsApp channel (for enterprise clients where included in SOW). All support requests should include: client name, project/product name, description of the issue, severity assessment, and steps to reproduce (for software bugs).
Planned Maintenance
We will provide at least 48 hours advance notice for planned maintenance that may affect service availability. Maintenance is typically scheduled outside of peak business hours (Mon–Fri, 9 AM–6 PM IST) where possible. Emergency maintenance required to address critical security vulnerabilities may be performed without advance notice; however, clients will be informed as soon as practicable.
SLA Credits
If we fail to meet the uptime targets in a given calendar month, clients on eligible plans may request an SLA credit as follows: 99.0%–99.5% uptime achieved: 5% credit on monthly fee; 95.0%–98.9% uptime achieved: 10% credit on monthly fee; Below 95.0% uptime: 25% credit on monthly fee. Credits must be requested in writing within 10 business days of the end of the affected month and are applied as credits to future invoices. Credits are the sole remedy for SLA breaches and do not entitle the client to cash refunds.
Exclusions
The following are excluded from SLA coverage and uptime calculations: scheduled maintenance windows communicated in advance; outages caused by the client's own actions, misconfigurations, or failure to follow our guidance; third-party service failures (e.g., cloud provider outages, DNS failures, payment gateway downtime); force majeure events as defined in our Terms & Conditions; outages caused by client-imposed changes that override our recommendations; free trial or development environment availability.
Client Responsibilities
To enable us to meet our SLA commitments, clients agree to: provide timely approvals and feedback when required; not make unauthorised changes to production infrastructure without notifying our team; maintain up-to-date payment to avoid service suspension; report incidents promptly through the designated support channels; ensure their own network infrastructure and end-user devices meet reasonable technical requirements.
Review & Amendments
This SLA is reviewed annually. We may amend the SLA with 30 days written notice to clients on active engagements. Significant improvements to service levels may be implemented without notice. If an amendment materially reduces the level of service, clients on annual contracts may request a review of their agreement.
Contact
For SLA queries, incident reports, or service credits: Email: info@techyenthra.com | Phone: +91 81051 77337 | TechYenthra Technologies Private Limited, Madurai, Tamil Nadu, India.
Limitation of Liability: To the maximum extent permitted by applicable law, TechYenthra Technologies Private Limited shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages — including but not limited to loss of revenue, data, goodwill, or business interruption — arising from your use of our services or website, even if advised of the possibility of such damages.
Right to Modify: TechYenthra Technologies Private Limited reserves the right to update, amend, or replace any part of this document at any time. Changes take effect upon publication on our website. Continued use of our services after any modification constitutes acceptance of the revised document.
Severability: If any provision of this document is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, such provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
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