Software Support SLA (Service Level Agreement)

Software Support Service Level Agreement (SLA)

This Software Support SLA outlines the guaranteed response times for support requests related to the Software provided by Teapot Techies.  Support requests should be submitted through email to support@teapottechies.com or through helpdesk(https://www.teapottechies.com/helpdesk/customer-care-1). The response time begins when the support request is received and acknowledged by Teapot Techies.

Priority Levels and Response Times:

Support requests will be categorized based on their impact and urgency.  The following priority levels and corresponding response times apply:

Critical Priority:  Issues that severely impact the Software's core functionality, causing significant disruption or complete blockage of essential operations. Examples include server outages, critical bugs that abruptly halt the product flow, and data corruption.

Response Time: Within 8 hours.

High Priority: Issues that significantly affect the Software's functionality, hindering important workflows or causing substantial inconvenience. Examples include data flow restrictions, urgent report issues impacting business decisions, and major feature malfunctions.

Response Time: Within 1 working day.

Medium Priority: Issues that have a moderate impact on the Software's functionality, causing some inconvenience or affecting non-critical workflows. Examples include data flow changes, user access issues, and minor feature malfunctions.

Response Time: Within 2 working days.

Low Priority: Issues that have a minimal impact on the Software's functionality, causing minor inconvenience or relating to non-essential features. Examples include new feature requests, UI changes, and cosmetic issues.

Response Time: Within 3 working days.

Exclusions:

This SLA does not apply to:

* Issues caused by third-party software or hardware not provided by Teapot Techies.

* Issues resulting from customer misuse or unauthorized modifications of the Software.

* Scheduled maintenance or downtime (advance notice will be provided).

* Force majeure events (e.g., natural disasters).

Resolution:

Teapot Techies will make reasonable efforts to resolve reported issues within the specified response times.  Resolution may involve providing a workaround, a bug fix, or an explanation of the issue.  The time to *resolution* may vary depending on the complexity of the issue.  We will keep you updated on the progress of your support request.

Business Hours:

These response times are applicable during our standard business hours: [ Monday-Friday, 10:00 AM to 10:00 PM IST].  Support requests received outside of these hours will be addressed on the next business day.

**Changes to this SLA:

Teapot Techies reserves the right to modify this SLA at any time.  Notice of any changes will be provided to customers.