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Service Level Agreement (SLA)

Effective Date: January 1, 2026
Last Updated: January 4, 2026

Overview​

This Service Level Agreement ("SLA") defines the service commitments ARUKZ DIGITAL™ makes to its clients regarding service availability, performance, and support.

Service Availability​

Uptime Commitment​

  • Target Uptime: 99.9% monthly uptime for hosted services
  • Planned Maintenance: Scheduled during off-peak hours with 48-hour notice
  • Emergency Maintenance: As needed, with immediate notification

Exclusions​

Downtime due to the following is not counted against SLA:

  • Client's internet connectivity issues
  • Third-party service failures
  • Force majeure events
  • Scheduled maintenance windows
  • Client-requested changes

Response Times​

Support Ticket Response Times​

Critical Issues (Service completely unavailable):

  • Response Time: Within 1 hour
  • Resolution Target: Within 4 hours
  • Availability: 24/7

High Priority (Major functionality impaired):

  • Response Time: Within 4 hours
  • Resolution Target: Within 24 hours
  • Availability: Business hours

Medium Priority (Minor functionality issues):

  • Response Time: Within 8 business hours
  • Resolution Target: Within 3 business days
  • Availability: Business hours

Low Priority (General inquiries, feature requests):

  • Response Time: Within 24 business hours
  • Resolution Target: As scheduled
  • Availability: Business hours

Business Hours​

  • Monday - Friday: 9:00 AM - 6:00 PM IST
  • Saturday: 10:00 AM - 4:00 PM IST
  • Sunday & Holidays: Closed (Critical support available)

Performance Standards​

Website Performance​

  • Page Load Time: < 3 seconds (on standard connection)
  • Server Response Time: < 500ms
  • Mobile Performance: Lighthouse score > 90

Application Performance​

  • API Response Time: < 200ms for 95% of requests
  • Database Query Time: < 100ms average
  • Concurrent Users: Support as per agreement

Project Delivery​

Timeline Commitments​

  • Milestone Delivery: As per project schedule
  • Final Delivery: Within agreed timeframe
  • Delays: Communicated immediately with revised timeline

Quality Standards​

  • Code Quality: Industry best practices
  • Testing: Comprehensive QA before delivery
  • Documentation: Complete technical documentation
  • Training: As agreed in project scope

Support Services​

Included Support​

  • Bug fixes and error resolution
  • Security updates
  • Performance monitoring
  • Regular backups
  • Technical consultation

Excluded from Support​

  • Feature enhancements (quoted separately)
  • Third-party plugin issues
  • Custom development requests
  • Training beyond initial handover
  • Content updates (unless contracted)

Communication​

Status Updates​

  • Weekly: Progress reports for active projects
  • Monthly: Performance reports for ongoing services
  • Immediate: Critical issues and outages

Channels​

  • Email: support@arukz.com (monitored 24/7)
  • Phone: [Phone Number] (business hours)
  • Portal: Client dashboard (24/7)
  • Emergency: [Emergency Number] (critical issues only)

Service Credits​

Eligibility​

Service credits may be issued if we fail to meet SLA commitments:

Uptime Credits:

  • 99.0% - 99.9% uptime: 10% monthly fee credit
  • 95.0% - 99.0% uptime: 25% monthly fee credit
  • < 95.0% uptime: 50% monthly fee credit

Response Time Credits:

  • Missed critical response: 10% monthly fee credit
  • Missed high priority response: 5% monthly fee credit

Credit Process​

  1. Client must submit credit request within 30 days
  2. We will investigate and respond within 10 business days
  3. Approved credits applied to next invoice
  4. Maximum credit: 50% of monthly fee

Monitoring and Reporting​

System Monitoring​

  • 24/7 automated monitoring
  • Real-time alerts for issues
  • Performance tracking
  • Security monitoring

Monthly Reports Include​

  • Uptime statistics
  • Performance metrics
  • Support ticket summary
  • Incident reports
  • Recommendations

Maintenance Windows​

Scheduled Maintenance​

  • Frequency: Monthly (as needed)
  • Duration: Maximum 4 hours
  • Timing: Off-peak hours (typically 2:00 AM - 6:00 AM IST)
  • Notice: Minimum 48 hours advance notice

Emergency Maintenance​

  • Performed when critical security or stability issues arise
  • Immediate notification to clients
  • Completed as quickly as possible

Security Commitments​

Security Measures​

  • SSL/TLS encryption
  • Regular security audits
  • Vulnerability scanning
  • Firewall protection
  • DDoS protection
  • Regular backups

Data Protection​

  • Encrypted data storage
  • Secure data transmission
  • Access controls
  • Regular backup verification
  • GDPR compliance

Backup and Recovery​

Backup Schedule​

  • Daily: Incremental backups
  • Weekly: Full backups
  • Monthly: Archive backups
  • Retention: 30 days minimum

Recovery Time Objectives​

  • RTO (Recovery Time Objective): 4 hours
  • RPO (Recovery Point Objective): 24 hours
  • Data Loss: Maximum 24 hours of data

Escalation Process​

Level 1: Support Team​

  • Initial response and troubleshooting
  • Resolution of common issues
  • Ticket management

Level 2: Technical Team​

  • Complex technical issues
  • Custom development concerns
  • Performance optimization

Level 3: Senior Management​

  • SLA violations
  • Critical business issues
  • Contract disputes

Contact for Escalation​

Client Responsibilities​

To ensure SLA compliance, clients must:

  • Provide accurate contact information
  • Respond to requests promptly
  • Maintain current software/plugins
  • Follow security best practices
  • Report issues in timely manner
  • Provide necessary access for support

SLA Review​

Regular Reviews​

  • Quarterly SLA performance review
  • Annual SLA terms review
  • Adjustments as needed

Modifications​

  • Changes require mutual agreement
  • 30 days notice for modifications
  • Documentation of all changes

Limitations​

Force Majeure​

We are not liable for SLA failures due to:

  • Natural disasters
  • War or terrorism
  • Government actions
  • Internet backbone failures
  • Power outages
  • Other events beyond our control

Third-Party Dependencies​

SLA does not cover issues caused by:

  • Third-party services
  • Client's hosting provider
  • External APIs
  • Payment gateways
  • Other external dependencies

Termination​

SLA Termination​

This SLA terminates when:

  • Service agreement ends
  • Client terminates services
  • Mutual agreement to terminate

Post-Termination​

  • Final reports provided
  • Data returned as agreed
  • No further SLA obligations

Contact Information​

For SLA-related inquiries:

ARUKZ DIGITAL™
Email: sla@arukz.com
Phone: [Phone Number]
Support Portal: [Portal URL]

Acceptance​

By using our services, you acknowledge and accept the terms of this SLA.

Last Updated: January 4, 2026
Version: 1.0
Review Date: April 1, 2026