Service Level Agreement
This Service Level Agreement (“SLA”) governs the use of the Sarv complete services Sarv Terms of Service (the “TOS”) between Sarv Webs Private Limited(“Sarv”, “us” or “we”) and customers of the Sarv(“you” or “Customer”). This SLA applies to each account using all the services of Sarv. We reserves the right to change the terms of this SLA in accordance with the TOS whenever required
Standard Service Commitment
Availability :- We are providing 24x7 support through phone, chat and tickets. You need to contact from your registered Email ID through ticket panel and chat, also need to use registered mobile number for phone call support. We assign a dedicated account manager to each customer to coordinate for any major or minor concerns.
Uptime SLA :- We guarantee 99.99% uptime. All the services backups are scheduled at regular intervals. We are having a dedicated monitoring team who is looking proactively for all sort of alerts. Multiple geographical datacenter locations ensure this uptime.
Response time :- We have a dedicated support time who is taking care for all the customer related issue for 24x7. We have below response time for any issue raised through the communication system:-
| Level 1 | Initial complaint handling with response time within 30 min. |
|---|---|
| Level 2 | If response is delayed beyond 1 hour after ticket is submitted |
| Level 3 | If response is delayed beyond 3 hour after ticket is submitted |
| Level 4 | If response is delayed beyond 6 hour after ticket is submitted |
Note
Response time mentioned in above escalation may vary depending on the nature of the issue. Some issues may take time to be resolved based on their critical nature. All levels make sure to share the information about the solution with the customer at regular intervals through emails communication.
It is necessary to schedule the maintenance on the regular basis to keep the services up to date. Before any such maintenance activity the team make sure to inform the customers through tickets and emails on customer’s registered email ID’s.
In case of any downtime during the maintenance it shall be excluded from the uptime SLA. Any failure due to Hardware, natural calamity, etc. will not be considered under the uptime SLA.
Refund/Credit Requests
In case we fail to keep your services working then you can apply for a Service Credit. For this, the customer must submit a ticket on support@sarv.com within 30 days. The ticket must include "SLA Claim" as the subject of the ticket; the dates and times of the Unavailable Time for which you are requesting credit; and any applicable information that ensures and lists the claimed failure.
Service Credits shall be your sole and exclusive remedy for any unavailability or non-performance of the Sarv Services or other failure by us to provide the Sarv Services. If there is an issue at telephony operator or internet provider and if it results in hamper or shutdown in running services then Sarv will not be liable for the business loss associated.
Suspension/Termination
We are liable to suspend and terminate any account for any complaint and violation of terms and policies. Account which is suspended and terminated due to violation of terms and policies will not be considered under refund policies. If we terminate and suspend account due to other reasons then we will refund the amount for remaining tenure excluding service tax (As per Refund Policies).
Modification
We can make changes in terms and policies and will be effective immediately for the ongoing services. We will notify the changes on website and on the registered email ID. We can also make changes on website and in services at any point of time.
Password/Security
User need to keep their password and accounts safe and suggested to not provide details to third person. We are not responsible for any losses happened due to third person access and hacking attempt. We are not saving any password at our end so we are not responsible for any issue related to security. You need to submit request for any password and account modification from your registered email Id. You may use forget password option for the retrieval of your password.
Eligibility
You must be 18 Year old to avail services. It will be mandatory to complete the registration process for using the services. It is compulsory to provide the correct and complete contact details during registration in order to complete the verification process. We are liable to refuse and terminate any account with biased contact information.
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