Service Level Agreement (SLA) – Cnsult.in
Effective Date: [Insert Date]
1. Introduction
This Service Level Agreement outlines Cnsult.in’s commitments to service performance, availability, incident response, and support delivery across all digital platforms and consulting services.
2. Scope of Services
This SLA applies to:
-
eGovernment platforms (ePermit, eMemo, BizPro)
-
AI and automation systems
-
Data governance and analytics environments
-
ICT and cloud solutions
-
Digital marketing systems
-
Procurement consulting technology tools
-
Airbnb/short-let management systems
-
Education and construction support systems
3. Service Availability
Cnsult.in targets 99.5% uptime for all hosted platforms, excluding:
-
Planned maintenance
-
Emergency repairs
-
Third-party outages
-
Events outside our control (force majeure)
Clients will receive advance notice for planned maintenance windows.
4. Incident Response Times
| Issue Severity | Response Time | Resolution Goal |
|---|---|---|
| Critical (System Down) | 1 hour | 4–12 hours |
| High (Major Feature Failure) | 2 hours | 12–24 hours |
| Medium (Degraded Performance) | 4 hours | 24–72 hours |
| Low (Non-critical Issues) | 1 business day | 3–5 business days |
5. Client Responsibilities
Clients agree to:
-
Report incidents promptly
-
Maintain internal system hygiene
-
Ensure internet/network reliability
-
Follow recommended security practices
6. Exclusions
The SLA does not cover:
-
Client-side errors or misconfigurations
-
Third-party service failures
-
Unauthorized system changes
-
Custom development not covered under contract
7. Review Cycle
This SLA is reviewed annually or as dictated by regulatory or contractual requirements.