Last Updated: June 2026
This Service Level Agreement outlines how ScriptEvolve Private Limited provides support, maintenance, monitoring, and issue resolution for clients who have purchased hosting, maintenance, managed services, or ongoing support plans.
This SLA does not automatically apply to one-time development projects unless ongoing support or maintenance has been purchased.
Depending on the selected plan, support may include:
The exact services covered depend on the plan or agreement purchased by the client.
Support is normally provided during our standard business hours.
Clients with dedicated support plans or custom agreements may receive extended support hours, priority handling, or emergency assistance as defined in their service agreement.
A complete outage or major issue that makes a website, application, API, or hosted service unavailable.
A significant problem affecting important functionality, but the service remains partially operational.
A problem affecting a specific feature or workflow where alternative options may still be available.
General questions, cosmetic issues, content updates, minor bugs, or enhancement requests.
We aim to review and acknowledge support requests as quickly as possible.
Actual response times may vary depending on:
Any response times provided in a proposal, maintenance agreement, or support contract will take priority over this general SLA.
From time to time, we may perform planned maintenance to improve performance, apply updates, strengthen security, or upgrade infrastructure.
Where practical, advance notice will be provided before maintenance activities that may affect service availability.
To help us resolve issues efficiently, clients should:
Delays in receiving required information may affect resolution times.
This SLA does not cover:
Unless specifically included within a support agreement, these items are considered outside standard maintenance and support services.
We work hard to maintain reliable services and infrastructure.
However, no website, application, cloud platform, or hosting environment can guarantee uninterrupted operation at all times.
Availability may be affected by maintenance, security events, hardware failures, software issues, internet disruptions, cloud provider outages, or circumstances beyond reasonable control.
Where an issue remains unresolved for an extended period, it may be escalated internally to senior technical personnel for further review and assistance.
We may update this SLA from time to time as our services, support processes, and infrastructure evolve.
The latest version published on our website will apply unless a separate written agreement states otherwise.
If you require a custom support plan, dedicated maintenance package, managed hosting solution, or enterprise-level support arrangement, please contact ScriptEvolve Private Limited through ourContact Uspage.
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