Digital Udyog Seva – Service Level Agreement
Welcome to Digital Udyog Seva! We are delighted to have you on board as our valued client. This Service Level Agreement (SLA) outlines the terms and conditions governing the services we provide to ensure a seamless and satisfactory experience for our clients.
1. Service Overview:
Digital Udyog Seva is committed to delivering top-notch digital services, including but not limited to website development, digital marketing, and e-commerce solutions. Our team of experts strives to meet your business needs and expectations effectively.
2. Service Commitments:
2.1 Uptime: We guarantee a minimum of 99.9% uptime for our services. In the event of scheduled maintenance or unforeseen issues, we will provide advance notice to minimize disruption.
2.2 Response Time: Our support team is committed to responding to client queries and issues within 24 hours of receiving the request during regular business hours (Monday to Friday, 9 AM to 6 PM).
3. Customer Support:
3.1 Contact Channels: Clients can reach our customer support through email at support@digitaludyogseva.com or by submitting a support ticket through our online portal.
3.2 Issue Resolution: We prioritize resolving critical issues promptly. For non-critical issues, we aim to provide a resolution within 2 business days.
4. Service Scope:
4.1 Included Services: This SLA covers the agreed-upon services as per the signed contract. Additional services can be availed by mutual agreement and may result in adjustments to the SLA.
4.2 Exclusions: The SLA does not cover issues arising from third-party services, client negligence, or unauthorized modifications to the services.
5. Performance Monitoring:
5.1 Metrics: We use industry-standard tools to monitor and measure the performance of our services. Performance reports can be provided upon request.
5.2 Service Reviews: We encourage periodic reviews to assess the effectiveness of our services and make necessary adjustments to better align with your evolving business needs.
6. Security and Data Protection:
6.1 Confidentiality: Digital Udyog Seva commits to maintaining the confidentiality and security of client data. We adhere to best practices for data protection.
6.2 Data Backup: Regular data backups are performed to prevent data loss. Clients are responsible for their own data recovery unless otherwise specified in the service agreement.
7. Billing and Payment:
7.1 Invoicing: Invoices will be sent according to the agreed-upon schedule in the service contract.
7.2 Payment Terms: Clients are expected to adhere to the payment terms outlined in the service contract. Failure to do so may result in a temporary suspension of services.
By engaging with Digital Udyog Seva, you acknowledge and agree to the terms outlined in this SLA. We are dedicated to providing exceptional services and look forward to a successful partnership. If you have any questions or concerns, please do not hesitate to contact our support team.