Service Level Agreement (SLA)

Last Updated: 14 November 2025

This Service Level Agreement (“SLA”) defines the service standards, responsibilities, and commitments between Ajvika (“Company”, “We”, “Us”, “Our”) and the Client (“You”, “Your”) for all software, IoT, API, automation and cloud-based services provided by Ajvika.

1. Scope of Services

This SLA covers the following services provided by Ajvika:

  • SaaS dashboards and web applications
  • IoT device management platform
  • Mobile applications
  • API services and integrations
  • Backend hosting, cloud servers & storage
  • Automation services and monitoring tools

2. Service Availability (Uptime)

Ajvika will maintain a monthly uptime of:

99.5% Uptime (Standard Plan)
99.9% Uptime (Premium & Enterprise Plans)

Uptime excludes scheduled maintenance and third-party outages.

3. Scheduled Maintenance

We may perform necessary maintenance to upgrade features, improve security, or enhance performance.

  • Scheduled maintenance will be informed minimum 24 hours in advance.
  • Maintenance windows will be during low-usage hours whenever possible.
  • During maintenance, service access may be partially or fully unavailable.

4. Unscheduled / Emergency Maintenance

In case of urgent security risks, server issues, or critical bugs, Ajvika may perform emergency maintenance without prior notice. We will restore the service as quickly as possible.

5. Response Time Commitments

Ajvika provides the following response timelines based on issue severity:

Severity Level Description Response Time Resolution Target
Critical (S1) Platform down, API failure, IoT not functioning, major service disruption 1–2 hours Within 6–12 hours
High (S2) Major feature not working but service is partially available 4 hours Within 24 hours
Medium (S3) Minor feature issues, bugs, UI problems, intermittent errors 8 hours 2–5 business days
Low (S4) Feature request, general query, improvements 24 hours 5–10 business days

6. Support Channels

Clients can contact support through:

  • Email: support@ajvika.com
  • Phone: +91 9912344598
  • In-app support / ticket system
  • WhatsApp Business (if enabled)

7. Client Responsibilities

  • Provide accurate information and timely feedback
  • Ensure IoT devices are installed correctly & powered
  • Maintain stable internet at the client location
  • Use updated browsers/app versions
  • Not misuse, overload, or attempt unauthorized access

8. Exclusions

This SLA does NOT apply in the following cases:

  • Internet failure on client premises
  • Power outage at client location
  • Third-party hardware or ISP issues
  • Misuse or tampering of IoT devices
  • Firewall or network restrictions imposed by the client
  • Issues caused by modifications not approved by Ajvika

9. Data Backup & Recovery

  • Daily automated backups for SaaS database
  • Encrypted storage and recovery mechanism
  • Data restoration available as per plan

10. Penalties / Service Credits

If uptime falls below the committed level for Premium/Enterprise plans, Clients may receive service credits as compensation.

  • Below 99.9% → 5% service credit
  • Below 99.5% → 10% service credit
  • Below 98% → 15% service credit

Service credits are applied to the next billing cycle. Refunds are NOT provided as per Ajvika’s Refund Policy.

11. Third-Party Services

Ajvika uses external cloud hosting providers, SMS gateways, payment systems, and API partners. Any outage caused by third-party providers is excluded from SLA guarantees.

12. Changes to this SLA

Ajvika reserves the right to update or modify the SLA from time to time. Continued use of the service implies acceptance of the updated terms.

13. Governing Law

This SLA is governed by the laws of India, including:

  • Information Technology Act, 2000
  • Digital Personal Data Protection Act, 2023
  • Indian Contract Act, 1872

Any disputes will be handled under the jurisdiction of competent courts in India.