EBSPIDEWebspide NXT Technologies Pvt Ltd – Service Level Agreement (SLA)
This Service Level Agreement (SLA) outlines the scope of services, performance expectations, responsibilities, and support terms between Webspide NXT Technologies Pvt Ltd (“Service Provider”) and the client (“Client”). This agreement is intended to ensure transparency and mutual understanding of service standards.
1. Purpose
The purpose of this SLA is to define the level of service and support the client can expect during and after project execution. It applies to all digital solutions and services provided by Webspide NXT Technologies Pvt Ltd, including but not limited to development, deployment, maintenance, and digital marketing.
2. Scope of Services
Webspide NXT Technologies Pvt Ltd provides a wide range of services which may include:
- Website and Application Development
- UI/UX Design
- Digital Marketing and SEO
- Ongoing Maintenance & Support
- Product Deployment and Integration
This SLA applies only to services explicitly agreed upon in a written proposal or contract.
3. Service Availability
We aim to ensure high availability and responsiveness for our hosted services and support.
| Service Category | Availability |
|---|---|
| Development & Project Work | Monday to Friday, 10:00 AM – 6:00 PM IST |
| Technical Support | Monday to Friday, 10:00 AM – 6:00 PM IST |
| Emergency Support (Critical Issues) | 24/7 (For production/live issues only) |
Note: Availability may vary on public holidays or company-declared off days. Prior notice will be provided where possible.
4. Response & Resolution Time
| Issue Severity | Definition | Initial Response Time | Target Resolution Time |
|---|---|---|---|
| Critical | Service outage, major system crash, or security breach | Within 2 hours | Within 12 hours or as mutually agreed |
| High | Major functionality is not working, affecting core features | Within 4 hours | Within 24–48 hours |
| Medium | Partial disruption, bugs with workarounds | Within 6 hours | 2–5 business days |
| Low | Minor issues, cosmetic fixes, content changes | Within 12 hours | 5–7 business days |
Response time refers to the acknowledgment and assignment of the issue. Resolution may depend on issue complexity and third-party dependencies.
5. Client Responsibilities
To ensure smooth service delivery, the client agrees to:
- Provide timely access to necessary systems, credentials, and resources.
- Share complete project requirements and approve documentation in writing.
- Cooperate during feedback cycles, UAT (User Acceptance Testing), and deployment.
- Report issues with detailed descriptions for faster resolution.
6. Exclusions
This SLA does not apply to:
- Delays or issues caused by third-party services, hosting providers, or APIs.
- Network outages or hardware failures outside our control.
- Client-side errors, misuse, or unauthorized changes made post-delivery.
- Force majeure events, including natural disasters, strikes, or regulatory changes.
7. Support Channels
Clients can reach us through the following support channels:
- Email: sales@webspide.com
- Phone: +91 99433 91296
8. Escalation Matrix
If issues are not resolved within the specified timeframes, the escalation path is as follows:
- Primary Support Contact: Project Manager or Account Executive
- Secondary Escalation: Delivery Manager
- Final Escalation: Director / Executive Leadership
9. Maintenance & Updates
- Routine maintenance and scheduled updates will be communicated in advance.
- Emergency patches or security fixes will be applied as needed to maintain system integrity.
10. SLA Review & Modifications
Webspide NXT Technologies Pvt Ltd reserves the right to revise this SLA periodically to adapt to service improvements or business changes. Updated versions will be published on our website or shared directly with clients under contract.
Acceptance
By engaging our services, the client acknowledges and agrees to this SLA. Custom SLAs may be created for large or enterprise-level projects on a case-by-case basis.