Service Level Agreement

Support scope, response targets, exclusions, and boundaries for our business email services.

Last updated: 22 April 2026. This SLA applies only where no separate written SLA or support agreement has been signed. Third-party platform uptime is governed by the respective provider.

1. Support coverage

We provide support for agreed business email consultation, setup, DNS guidance, migration assistance, license coordination, hybrid planning, and post-deployment assistance based on the purchased scope.

2. Response targets

Critical business email outage reported by an authorized contact: target initial response within 4 business hours.
High priority mailbox, DNS, or migration issue: target initial response within 1 business day.
General support, quote, billing, renewal, or how-to query: target initial response within 1 to 2 business days.

Response targets are not resolution guarantees. Resolution depends on access, third-party provider systems, DNS propagation, customer approval, data condition, and issue complexity.

3. Business hours

Standard support is handled during regular Indian business hours, excluding holidays, emergency restrictions, network outages, and events outside our reasonable control. After-hours support is available only if agreed separately in writing.

4. Exclusions

Third-party provider outage, vendor downtime, pricing change, feature removal, suspension, or account restriction.
Issues caused by customer-side DNS change, password sharing, malware, phishing, weak device security, unauthorized access, or user error.
Recovery of deleted or unavailable data where backups, retention, or provider recovery options are not available.
Bulk user training, device support, custom development, compliance certification, legal review, or audit work unless separately agreed.

5. Migration limitations

Email migration depends on source provider access, mailbox health, storage limits, password correctness, API availability, data format, network speed, provider throttling, and user cooperation. We do not guarantee 100% migration where source data is corrupt, inaccessible, unsupported, deleted, blocked, or restricted by provider limits.

6. Customer obligations

The customer must provide timely admin access, DNS access, accurate user lists, source mailbox access, old provider access, payment confirmation, approval for cutover, and internal communication to users. SLA timelines pause while waiting for customer action or third-party response.

7. Service credits

No automatic refund, penalty, or service credit applies unless expressly agreed in a separate signed agreement. Our maximum liability remains limited as stated in our Terms & Conditions.