Last updated: 15 September 2026
This Service Level Agreement ("SLA") defines the performance standards and support commitments of MaquishTech Venture Pvt Ltd ("MaquishTech", "we", "us", or "our") for clients enrolled in our Annual Maintenance Contract (AMC), managed services, or support plans. This SLA forms part of the master agreement between MaquishTech and the Client and applies only to services explicitly covered under an active AMC or managed services contract. Any services outside the scope of an active contract are governed by the standard terms of engagement.
MaquishTech is committed to maintaining high availability for all managed services. Our service availability commitments are as follows:
Issues are classified into four severity levels. Response time is the time taken to acknowledge the issue, while resolution target is the time taken to resolve or provide a workaround. All times are measured from the moment a valid support ticket is created through an approved channel.
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| S1 - Critical | System down, no workaround, business-critical | 1 hour | 4 hours |
| S2 - High | Major function impaired, workaround available | 2 hours | 8 hours |
| S3 - Medium | Minor function impaired, no business impact | 4 hours | 1 business day |
| S4 - Low | General enquiry, feature request, documentation | 1 business day | 3 business days |
Resolution targets are best-effort commitments based on historical data and resource availability. Complex issues requiring third-party coordination may require additional time, and the Client will be kept informed of progress throughout the resolution process.
Clients may raise support tickets through any of the following approved channels. All tickets are logged in our internal tracking system and assigned a unique reference number for tracking.
Scheduled maintenance is performed during low-traffic windows to minimize disruption. The standard maintenance window is Sunday 1:00 AM to 5:00 AM IST. Emergency maintenance may be performed outside this window if required to resolve critical security or stability issues.
This SLA does not cover issues arising from the following:
If MaquishTech fails to meet the target uptime of 99.5% in any calendar month (excluding scheduled maintenance and excluded events), the Client is eligible for service credits calculated as a percentage of the monthly AMC fee:
Service credits are applied to the next invoice and are not refundable as cash. To claim a service credit, the Client must request it in writing within 30 days of the affected month. Service credits do not apply to issues excluded under Section 5.
Monthly performance reports are provided to AMC clients by the 5th of each month, including:
Clients may also request ad-hoc reports at any time. An annual review meeting is offered to all AMC clients to discuss performance, upcoming changes, and roadmap alignment.
If a ticket is not resolved within the target resolution time, the Client may escalate as follows:
New AMC clients receive a 2-week onboarding period during which our team audits the existing systems, documents configurations, and establishes baseline performance metrics. During onboarding, response times may be extended by 50% as the team familiarizes itself with the Client environment.
Either party may terminate the AMC with 30 days written notice. Upon termination, the Client receives all source code, credentials, and documentation in our possession. Any unused prepaid fees are refunded on a pro-rata basis, less the cost of work performed up to the termination date.
MaquishTech may update this SLA with 30 days notice. Material changes will be communicated via email to all active AMC clients. Continued use of services after the effective date constitutes acceptance of the updated SLA.
For SLA-related queries, escalation, or AMC enrollment, contact us at Ankur@AnpaCorporation.com or +91 9650697032.