SLA Policy
Last updated: September 08, 2026 · Edoply Pvt Ltd
This Service Level Agreement (SLA) Policy applies to clients on active maintenance or retainer plans.
Support Tiers Overview
| Feature | Basic | Professional | Enterprise |
|---|---|---|---|
| Response Time | 48 hours | 8 hours | 1 hour |
| Resolution Time | 5 business days | 2 business days | 24 hours |
| Support Hours | Mon–Fri 9am–6pm | Mon–Sat 9am–9pm | 24/7 |
| Support Channels | Email + WhatsApp | Email + WhatsApp + Dedicated Line | |
| Uptime Guarantee | 99.0% | 99.5% | 99.9% |
| Backups | Weekly | Daily | Real-time |
| Security Patching | Monthly | Weekly | Instant |
| Monthly Report | — | ||
| Priority Queue | — | — |
1. Scope
This SLA applies to websites, mobile apps, and digital systems hosted or managed by Edoply under an active Maintenance & Support agreement. The SLA does not apply to one-time project work unless a maintenance plan has been activated post-delivery.
2. Uptime Commitment
Edoply guarantees website/application uptime as specified in the client's support tier. Uptime is calculated monthly, excluding scheduled maintenance windows (communicated 48 hours in advance) and force majeure events including but not limited to: DNS provider outages, data center failures, DDoS attacks, or natural disasters.
3. Incident Classification
- Critical (P1): Website/app is completely down or data is at risk — response within 1 hour (Enterprise), 4 hours (Pro), 24 hours (Basic)
- High (P2): Core feature broken, significant performance degradation — response within 4 hours (Enterprise), 8 hours (Pro), 48 hours (Basic)
- Medium (P3): Non-critical feature issue or cosmetic bug — normal resolution cycle
- Low (P4): Minor enhancement or change request — addressed in next sprint cycle
4. Remediation & Credits
If Edoply fails to meet the guaranteed uptime, clients are entitled to service credits as follows:
- 99.0% – 98.0%: 5% credit on monthly invoice
- 97.9% – 95.0%: 10% credit on monthly invoice
- Below 95.0%: 25% credit on monthly invoice
Credits are applied to the following month's invoice and do not constitute cash refunds.
5. Client Obligations
- Maintain valid login credentials and provide access when required for maintenance
- Report incidents via the designated support channel promptly
- Ensure hosting/domain renewal invoices are paid on time
- Provide written approval for major changes or updates
6. Exclusions
The SLA does not cover: issues caused by client-side modifications to production code without Edoply's approval; third-party service outages (payment gateways, SMS APIs, email providers); expired SSL certificates not under Edoply's management; or changes in search engine algorithms affecting SEO rankings.
7. SLA Contact
For SLA-related issues, contact our support team at support@edoply.in or WhatsApp: +918796874500. Include your project name and incident description in all communications.