Service Level Agreement

01 Parties and Scope

This Service Level Agreement is between CodeAro Technologies, a proprietorship enterprise, and registered under Udyam Registration Number UDYAM-UP-50-0304037 ("CodeAro", "we", "us"), and the client identified in the applicable agreement ("Client", "you").

This SLA applies only where CodeAro is expressly engaged to provide hosting, support or maintenance. It does not apply to a one-off development project that has been delivered and handed over with no ongoing support arrangement, and it does not create a support obligation where none has been agreed in writing.

Support and maintenance are separate services from development, and are chargeable unless a written agreement states otherwise. This SLA does not make support unlimited, and it does not include new features, redesigns, content entry or unrelated work.

02 Support Hours and Channels

Standard support is provided Monday to Saturday, 10:00 to 19:00 IST, excluding public holidays in India. Requests received outside these hours are acknowledged on the next working day, unless the request meets the Critical severity definition below.

Channel	Use it for	Hours
Email - [email protected]	All support requests, bug reports and change requests	Monitored all working days, 10:00-19:00 IST
Phone - +91 97628 13988	Critical incidents only	Same as support hours
WhatsApp	Quick questions and status checks	Same as support hours
Project channel	Existing projects with an agreed shared channel	As agreed

Telephone and WhatsApp are not treated as an authoritative record of scope or approval. Anything that changes what we are obliged to build or fix should be confirmed in writing by email.

03 Severity Definitions

Severity	Definition	Example
Critical	The service is unavailable, or unusable for its core purpose, with no practical workaround.	Site or store offline; payment flow broken for all customers; server not responding
High	A major function is broken or significantly degraded, with no reasonable workaround.	Checkout fails for one product type; admin cannot place orders; form submissions lost
Medium	A function is impaired but a workaround exists, or the defect affects a limited area.	Layout issue on one page; slow query on a single report; non-critical plugin conflict
Low	Cosmetic, cosmetic-adjacent or minor content issues, and general enquiries.	Image alignment; copy typo; "how do I change this setting?"

Severity is assigned by CodeAro based on impact. If we disagree on severity, the discussion is escalated rather than resolved by default in either party's favour.

04 Response and Resolution Targets

These are targets, not guarantees. A target is met when we have acknowledged the request and begun work on it. We will always tell you promptly if we expect to miss a target, and why.

Severity	Acknowledgement target	Resolution target
Critical	Within 4 support hours	Within 24 hours of acknowledgement
High	Within 1 support day	Within 2 business days
Medium	Within 1 business day	Within 5 business days
Low	Within 2 business days	Within 10 business days, or the next agreed release

Resolution means a fix, a documented workaround, or a written explanation that the request is out of scope or blocked by a third party. Where a fix depends on a hosting provider, payment gateway, app store, API, domain registrar or other third party, the clock runs against their response, not ours - and our own Terms already exclude third-party delay from our responsibility.

Requests we determine to be new development rather than a defect on delivered agreed work are reclassified and quoted separately, and the targets above do not apply to them.

05 Hosting Uptime Commitment

Where CodeAro provides managed hosting, we commit to a monthly uptime target of 99.5%, measured per calendar month as (total minutes in the month − downtime minutes) ÷ total minutes in the month.

We make reasonable efforts to maintain availability and security. As set out in our Hosting & Maintenance Policy, no hosting environment can be guaranteed to remain uninterrupted or completely secure, and this target is a service commitment rather than an absolute guarantee.

06 Service Credits

If we fail to meet the 99.5% monthly uptime target, the Client is entitled to a service credit against the monthly hosting charge, on the following scale:

Measured monthly uptime	Service credit
Below 99.0% but at or above 97.0%	10% of the monthly hosting charge
Below 97.0% but at or above 95.0%	25% of the monthly hosting charge
Below 95.0%	50% of the monthly hosting charge

Service credits must be claimed in writing within 15 days of the end of the affected month, together with evidence of the outage. Credits are applied to the next invoice and are not transferable or redeemable for cash.

Service credits are the Client's sole and exclusive remedy for failure to meet the uptime target. This does not limit any other right or remedy available under the Terms & Conditions, and it does not affect the liability cap set out in those Terms.

07 Planned Maintenance

Planned maintenance is excluded from the uptime calculation. We will give at least 72 hours' notice by email before planned maintenance, state the expected window, and schedule it outside peak trading hours where the circumstances allow.

Where practical, planned maintenance is designed to be zero-downtime or to cause only a brief interruption. Emergency maintenance to address a security issue may be carried out with as much notice as circumstances permit.

08 Exclusions from the Uptime Target

The following are not counted as downtime and are outside the uptime target:

• Planned maintenance notified in advance under section 07.
• Force majeure events, as defined in our Terms & Conditions, including natural disaster, war, epidemic, government restriction, internet or power failure and cyberattack.
• Failures or suspensions originating with a hosting provider, domain registrar, CDN, payment gateway, shipping provider, messaging provider, app store, API provider or any other third party.
• Suspension caused by non-payment, malware, illegal content, abuse, excessive resource consumption, spam, security threats or breach of our terms, as set out in our Hosting & Maintenance Policy.
• Client-side changes, including edits made directly in the admin panel or CMS, unapproved configuration changes, and the addition of unvetted plugins, themes or extensions.
• DDoS attacks, network congestion or attacks originating from the Client's own systems or network.
• Excessive traffic, resource consumption or requests that exceed the capacity of the agreed hosting plan.
• Any period where we are awaiting information, access, approval or a decision from the Client.

09 Backups and Recovery

Where backups are included in the service, they are provided as a recovery measure and not as an absolute guarantee against data loss, consistent with our Terms & Conditions. The following are our standard targets for managed hosting:

Measure	Target
Backup frequency	Daily, with additional copies held away from the primary server
Recovery Point Objective (RPO)	Up to 24 hours
Recovery Time Objective (RTO)	Up to 8 hours for a full restore from backup
Retention	As per the applicable hosting arrangement, then deleted on a rolling cycle

Clients are strongly advised to maintain their own independent copies of business-critical data. Recovery times depend on the size of the data set and the availability of the hosting provider.

10 Client Responsibilities

Keeping the service inside the targets above depends on the Client:

• Responding to support requests and providing the information we need to diagnose a fault.
• Paying invoices on time, as services may be suspended for non-payment.
• Maintaining secure passwords, access credentials and appropriate user permissions.
• Notifying us promptly of any suspected security incident or unauthorised access.
• Keeping own and third-party components, plugins, themes and extensions within supported versions.
• Requesting changes in writing so that scope and charge are unambiguous.

11 Escalation

If a support matter is not resolved to your satisfaction, escalate in writing to [email protected] with the reference, severity, dates and the outcome you are expecting. We acknowledge escalations within one business day. We would always prefer to resolve a concern directly than to proceed to a formal process.

12 No Guarantee of Business Results

Nothing in this SLA is a guarantee of rankings, sales, revenue, traffic, conversions, profits, downloads or any other commercial outcome. This SLA commits to service levels, not to business performance, in line with section 20 of our Terms & Conditions.

13 Changes to This SLA

We may update this SLA as our services, infrastructure or legal obligations change. The version published on our website is the current version. The version that applies to a live support arrangement is the version in force when that arrangement began, unless the arrangement is expressly re-agreed.

14 Contact

Support requests: [email protected] · Critical incidents: +91 97628 13988