Service Level Agreement
Service Level Agreement (SLA)
Last revised: 2025-08-26 09:49:38
This SLA outlines the service standards provided under DS Tech’s subscription plans.
1. Support Hours
-
Monday to Saturday
-
10:00 AM to 6:00 PM (IST)
-
Sunday & public holidays excluded
2. Support Channels
-
Email
-
WhatsApp (official number only)
-
Support ticket (if applicable)
3. Response Time
|
Issue Type |
Response Time |
|
Critical (website down) |
24 business hours or as soon as possible |
|
High (major feature issue) |
48 business hours or as soon as possible |
|
Normal (content/update request) |
2–4 business days or as soon as possible |
4. What’s Included
-
Website maintenance
-
Bug fixes related to provided features
-
Minor content updates (as per plan)
5. What’s Not Included
-
Custom development beyond plan scope
-
Third-party service costs
-
Legal, marketing, or compliance consulting