01. Service Commitment
Insoft Solution ("Company", "We", "Us") is dedicated to providing high-performance, secure, and highly available web, software, and IT infrastructure to our clients ("Client", "You"). This Service Level Agreement (SLA) defines the parameters of our service delivery, technical support, and availability metrics.
02. Uptime & Availability Guarantees
We guarantee a high level of operational availability for hosted platforms and web architectures. Our target uptime ensures your business remains operational without disruption.
- Core Infrastructure Uptime: 99.9% guarantee per calendar month.
- Database Availability: 99.9% guarantee per calendar month.
Note: Uptime guarantees do not apply to downtime caused by third-party APIs, DNS routing issues outside our network, or scheduled maintenance.
03. Incident Response Matrix
When technical anomalies occur, our engineering team follows a strict priority-based resolution framework. Incidents must be reported via our official support email (support@insoftsolution.com) or client portal.
| Severity Level | Description | Target Response Time |
|---|---|---|
| P1 - Critical | Complete system outage, server crash, or critical security breach. | Within 1 Hour |
| P2 - High | Core functionality is broken (e.g., payment gateway failure) but the site is online. | Within 4 Hours |
| P3 - Normal | Minor bugs, UI glitches, or non-critical feature requests. | Within 24 Hours |
04. Scheduled Maintenance Windows
To ensure system security and optimal performance, routine server maintenance and software patching are required. We adhere to the following protocols:
- Notification: Clients will be notified at least 48 hours in advance for planned maintenance.
- Off-Peak Execution: Maintenance is executed during low-traffic periods (typically between 1:00 AM - 5:00 AM IST) to minimize business impact.
- Emergency Patching: Zero-day security vulnerabilities may require immediate patching without prior notice.
05. Service Credits & Penalties
In the rare event that Insoft Solution fails to meet the 99.9% uptime guarantee in a given calendar month, clients are eligible to request Service Credits applied against future billing cycles.
| Monthly Uptime | Service Credit Percentage |
|---|---|
| 99.0% - 99.89% | 5% of Monthly Fee |
| 95.0% - 98.99% | 10% of Monthly Fee |
| Less than 95.0% | 30% of Monthly Fee |
Service credits must be requested within 30 days of the SLA breach and are the sole and exclusive remedy for any performance failure.