Service Level Agreement (SLA)
Last updated: 31 October 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.
1. Service Availability
MaquishTech is committed to maintaining high availability for all managed services. Our service availability commitments are as follows:
- Standard Services: Available Monday to Friday, 9:00 AM to 6:00 PM IST, excluding Indian public holidays. Standard services include bug fixes, minor enhancements, content updates, and general support enquiries.
- Premium Support: Available 24x7 for critical issues (Severity 1) under premium AMC plans. Premium support ensures a dedicated response team is available outside business hours for mission-critical incidents.
- Target Uptime: 99.5% for managed hosting and cloud services maintained by MaquishTech. This target is measured monthly and excludes scheduled maintenance windows and third-party outages.
- Monitoring: Critical systems are monitored 24x7 using automated monitoring tools that alert our engineering team within minutes of any anomaly.
2. Issue Severity and Response Times
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.
3. Support Channels
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.
- Email: business@maquishtechventure.com — recommended for most issues, ensures a written record.
- WhatsApp: Contact us — for quick updates and urgent issues; you can also email or book an online call.
- Client Portal: Client Login — for project status, approvals, and document sharing.
4. Maintenance Windows
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.
- Clients will be notified at least 48 hours in advance for planned maintenance affecting service availability.
- Emergency maintenance notifications will be sent as soon as practicable, ideally before the maintenance begins.
- Maintenance windows are excluded from uptime calculations.
5. Exclusions
This SLA does not cover issues arising from the following:
- Third-party platforms: Issues caused by Zoho, Salesforce, AWS, Google Cloud, payment gateways, or other external services outside MaquishTech's control.
- Client-side changes: Issues caused by Client modifications, misconfiguration, unauthorized changes, or failure to follow documented procedures.
- Force majeure: Natural disasters, internet outages, government actions, pandemics, or other events beyond reasonable control.
- Client-provided content: Issues arising from data, content, or integrations provided by the Client or their third-party vendors.
- Out-of-scope work: New features, enhancements, or services not covered under the active AMC scope.
- Network issues: Internet connectivity problems on the Client side or between the Client and our servers.
6. Service Credits
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:
- Uptime below 99.5% but above 99.0%: 5% of monthly AMC fee credited.
- Uptime below 99.0% but above 98.0%: 10% of monthly AMC fee credited.
- Uptime below 98.0%: 20% of monthly AMC fee credited.
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.
7. Reporting and Transparency
Monthly performance reports are provided to AMC clients by the 5th of each month, including:
- Uptime statistics for the previous month.
- Ticket resolution times and severity breakdown.
- Scheduled and emergency maintenance summaries.
- Recommendations for performance improvements.
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.
8. Escalation Matrix
If a ticket is not resolved within the target resolution time, the Client may escalate as follows:
- Level 1: Support Engineer — first point of contact for all tickets.
- Level 2: Senior Engineer — escalation after 2x the resolution target.
- Level 3: Project Manager — escalation after 3x the resolution target.
- Level 4: Founder/Director — escalation for unresolved critical issues or service complaints.
9. Onboarding and Transition
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.
10. Termination of AMC
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.
11. Changes to This SLA
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.
12. Contact
For SLA-related queries, escalation, or AMC enrollment, contact us at business@maquishtechventure.com or Contact us.
