At Best Tech Company, we are committed to providing reliable, high-performance technology services that empower your business. This Service Level Agreement (SLA) outlines the minimum levels of service that you can expect from us, ensuring transparency and accountability for our managed services, cloud solutions, and other ongoing support offerings. This SLA forms an integral part of your service contract with Best Tech Company.

1. Scope of This SLA
This SLA applies to the specific services explicitly agreed upon in your signed Service Agreement or Statement of Work (SOW) with Best Tech Company. It defines performance metrics, responsibilities, and remediation processes for covered services.

2. Service Availability & Uptime Guarantee
Best Tech Company commits to the following uptime guarantee for core infrastructure components related to covered services:

• Target Uptime: [e.g., 99.9% / 99.95% / 99.99%] monthly uptime guarantee for [specify: e.g., cloud infrastructure, managed servers, SaaS platform access].

• Calculation: Uptime is calculated on a monthly basis, excluding scheduled maintenance.
  Uptime = (Total minutes in month – Downtime minutes) / Total minutes in month × 100%.

• Downtime Definition: Downtime is defined as periods where the covered service is completely unavailable to the client, as measured by Best Tech Company’s monitoring systems.

3. Scheduled Maintenance

• To ensure optimal performance and security, we perform regular scheduled maintenance.

• Notice Period: We will provide at least [e.g., 48 hours / 72 hours] prior notice for any scheduled maintenance that may result in service interruption.

• Maintenance Window: Scheduled maintenance typically occurs during [e.g., off-peak hours, weekends between 2:00 AM – 6:00 AM IST].

4. Technical Support & Response Times
Best Tech Company offers comprehensive technical support for covered services.

• Support Channels: [e.g., Dedicated support portal, email support, phone support].

• Support Hours: [e.g., 24/7/365 for critical issues, 9 AM – 6 PM IST, Monday – Friday for non-critical issues].

• Response Time Guarantees (Time to First Response):

  • Critical Issues (P1: Service Down/Major Impact): Within [e.g., 15 / 30 minutes]

  • High Issues (P2: Significant Degradation/Partial Outage): Within [e.g., 1 / 2 hours]

  • Medium Issues (P3: Minor Impact/Non-Critical Functionality): Within [e.g., 4 / 8 business hours]

  • Low Issues (P4: General Inquiries/Feature Requests): Within [e.g., 12 / 24 business hours]

• Resolution Time Objective: While we strive for rapid resolution, actual resolution times may vary based on the complexity of the issue. We aim to resolve issues quickly and will keep you informed of progress.

5. Service Credits (If Applicable)
In the event that Best Tech Company fails to meet the agreed-upon uptime guarantee in a given calendar month, clients may be eligible for service credits.

• Eligibility: Service credits are only issued upon client request and apply to the base monthly service fees for the affected service.

• Credit Structure (Example):

  • Uptime between 99.0% and 99.9%: 5% service credit

  • Uptime between 98.0% and 98.9%: 10% service credit

  • Uptime below 98.0%: 25% service credit

• Maximum Credit: Service credits shall not exceed [e.g., 50%] of the total monthly service fees for the affected service.

• Exclusions: Credits do not apply if downtime is due to:

  • Client’s actions or inaction

  • Third-party services outside Best Tech Company’s control

  • Force majeure events

  • Scheduled maintenance

6. Client Responsibilities
To ensure the effectiveness of this SLA, the client agrees to:

• Report issues promptly through designated support channels

• Provide required access and information for troubleshooting

• Adhere to Best Tech Company’s Terms and Acceptable Use Policy

7. Exclusions from SLA
This SLA does not cover:

• Issues caused by client-side network or hardware failures

• Losses due to the client’s negligence

• Unauthorized modifications by the client

• Downtime from beta or experimental features

8. Review and Updates
This SLA is reviewed annually or as necessary. Best Tech Company reserves the right to update this SLA with prior notice to clients.

9. Contact for SLA Queries
For SLA-related questions or to request a service credit, please contact your account manager or reach out to us at:
Best Tech Company
📧 hello@bestechcompany.in