Webspide NXT Technologies Pvt Ltd – Service Level Agreement (SLA)
Last Updated: August 2025
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 ensures 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
We provide 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
Response time = acknowledgment & assignment of the issue. Resolution depends on complexity & third-party dependencies.
| 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 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 |
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, and deployment
- Report issues with detailed descriptions for faster resolution
6. Exclusions
This SLA does not apply to:
- Delays/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 post-delivery
- Force majeure events (natural disasters, strikes, regulatory changes)
7. Support Channels
- Email: sales@webspide.com
- Phone: +91 99433 91296
8. Escalation Matrix
- 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
10. SLA Review & Modifications
We reserve 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 with clients under contract.
Acceptance
By engaging our services, the client acknowledges and agrees to this SLA. Custom SLAs may be created for enterprise-level projects on a case-by-case basis.