Last Updated: 09 Dec 2025

This Service Level Agreement (“SLA”) is entered into between ITBUILDZ (“Service Provider”, “we”, “us”) and the Client (“you”, “Client”) for the provision of software and IT services related to large-scale or enterprise-level projects.

This SLA defines the standards, responsibilities, service availability, response times, resolution targets, and support structure.

This document shall be read in conjunction with the Master Service Agreement / Terms & Conditions signed between both parties.

SCOPE OF SERVICES

This SLA applies to large-scale projects including but not limited to:

• Enterprise software development
• Large web or mobile applications
• Cloud & DevOps infrastructure
• System integration & migration
• Long-term AMC / managed services
• High-availability production systems

Services covered under this SLA will be specified in the official project proposal or Statement of Work (SOW).

SERVICE AVAILABILITY (UPTIME COMMITMENT)

For hosted, deployed, or managed services, ITBUILDZ commits to:

• 99.5% monthly uptime guarantee for production systems
• Planned maintenance excluded from downtime calculations
• Emergency maintenance will be communicated where possible

Uptime does NOT cover failures caused by:

• Third-party hosting providers (AWS, Azure, etc.)
• Client’s internal networks
• Force majeure events
• Cyber attacks outside our control

SUPPORT HOURS

Standard Support Hours:

Monday – Friday
10:00 AM to 7:00 PM IST
(Excluding Indian public holidays)

Enterprise clients may purchase:

• Extended support (24/7)
• Weekend support
• Real-time monitoring
• On-call DevOps support

SEVERITY LEVELS & RESPONSE TIMES

Issue classification and target response times:

Severity 1 – Critical (System Down / Data Loss / Security breach)

• Response Time: Within 1 hour
• Resolution Target: 4–8 hours

 

Severity 2 – High (Core function not working, no workaround)

• Response Time: Within 4 hour
• Resolution Target: 12-24 hours

 

Severity 3 – Medium (Non-critical feature affected)

• Response Time: Within 12 hours
• Resolution Target: 2–3 business days

 

Severity 4 – Low (Cosmetic issues, requests, suggestions)

• Response Time: Within 24–48 hours
• Resolution Target: As scheduled in next sprint

 

Response = Time to acknowledge issue

Resolution = Time to fix or provide workaround

INCIDENT MANAGEMENT

The Client must report incidents via:

• Email: support@itbuildz.com
• Ticket System (if provided)
• Dedicated account manager (for enterprise support)

 

Each incident will be given:

• Ticket Number
• Priority Level
• Status Updates
• Root Cause Analysis (for major incidents)

CLIENT RESPONSIBILITIES

Client agrees to:

• Provide accurate logs, system access, and credentials
• Appoint a single Point of Contact (POC)
• Ensure internet, hardware, and network readiness
• Cooperate in troubleshooting when required

Delay in cooperation may affect resolution timelines.

CHANGE MANAGEMENT

Any change in:

• Scope
• Features
• Infrastructure
• Timeline

 

Will follow a Change Request Process:

• Written request from client
• Impact analysis by ITBUILDZ
• Timeline + cost approval
• Signed confirmation before implementation

No change will be executed without mutual approval.

DATA BACKUP & SECURITY

Unless otherwise stated in contract:

• Automated backups — Weekly
• Encrypted data transfer (HTTPS / SSL)
• Secure credentials handling
• Role-based access control
• Compliance-ready architecture (GDPR support available)

Advanced backup plans (daily or real-time) available as add-on.

EXCLUSIONS

This SLA does NOT cover:

• Client-side device issues
• External service breakdowns
• Unauthorized code alterations
• Delays caused by client’s internal team
• Free tools or experimental features
• Requests outside agreed scope

SLA BREACH & SERVICE CREDITS

If ITBUILDZ fails to meet SLA targets (excluding non-covered events):

• Client may be eligible for service credits
• Maximum credit: up to 10% of monthly service fee
• Credits apply only for ongoing support or maintenance projects

Credits do not include cash refunds.

CONFIDENTIALITY & DATA PROTECTION

Both parties agree to:

• Maintain confidentiality of business data
• Follow GDPR & data protection laws where applicable
• Sign NDA if required for sensitive projects

VALIDITY & TERMINATION

This SLA is valid as long as the service contract is active.

Either party may terminate:

• With 30 days written notice
• Immediately in case of serious breach

Outstanding payments for completed work must be cleared before termination.

GOVERNING LAW

This SLA is governed in accordance with the laws of India.

Any disputes shall be subject to the jurisdiction of Indian courts.

CONTACT INFORMATION

ITBUILDZ
Email: support@itbuildz.com
Website: http://www.itbuildz.com

By signing or engaging services under this SLA, the Client acknowledges full understanding and agreement to the terms outlined above.