Service Level Agreement
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.
1. Services Covered
Depending on the selected plan, support may include:
- Website hosting support
- Application hosting support
- Cloud infrastructure support
- API monitoring
- Website maintenance
- Mobile app maintenance
- Security updates
- Bug fixes
- Incident investigation
- Technical support
The exact services covered depend on the plan or agreement purchased by the client.
2. Support Hours
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.
3. Issue Priorities
Critical
A complete outage or major issue that makes a website, application, API, or hosted service unavailable.
High
A significant problem affecting important functionality, but the service remains partially operational.
Medium
A problem affecting a specific feature or workflow where alternative options may still be available.
Low
General questions, cosmetic issues, content updates, minor bugs, or enhancement requests.
4. Response Times
We aim to review and acknowledge support requests as quickly as possible.
Actual response times may vary depending on:
- Support plan
- Issue severity
- Business hours
- Project complexity
- Current support workload
Any response times provided in a proposal, maintenance agreement, or support contract will take priority over this general SLA.
5. Maintenance Windows
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.
6. Client Responsibilities
To help us resolve issues efficiently, clients should:
- Report issues with sufficient detail
- Provide screenshots, logs, or examples where possible
- Maintain valid contact information
- Provide required access when necessary
- Respond to questions related to troubleshooting
Delays in receiving required information may affect resolution times.
7. Exclusions
This SLA does not cover:
- New feature development
- Design changes
- Content creation
- Third party software issues
- Third party hosting outages
- Third party API failures
- App Store review delays
- Search engine ranking changes
- Internet service provider issues
- Client side device or network problems
Unless specifically included within a support agreement, these items are considered outside standard maintenance and support services.
8. Service Availability
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.
9. Escalation
Where an issue remains unresolved for an extended period, it may be escalated internally to senior technical personnel for further review and assistance.
10. Changes to This SLA
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.
11. Contact Us
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.