Overview

This Service Level Agreement (SLA) describes the service commitments of THEITBULLS PRIVATE LIMITED to its customers. We are committed to providing reliable, high-performance services with clear uptime guarantees and support response times.

Uptime Guarantee

Plan	Uptime Guarantee	Service Credit
Starter	99.0%	10% monthly credit
Business	99.5%	25% monthly credit
Enterprise	99.9%	50% monthly credit

Support Response Times

Priority	Description	Initial Response	Resolution Time
Critical	Service outage affecting production	15 minutes	4 hours
High	Major feature degradation	30 minutes	8 hours
Medium	Minor issues or questions	2 hours	24 hours
Low	General inquiries and feature requests	24 hours	5 business days

Service Credits

If we fail to meet the uptime guarantee, you are eligible for service credits:

99.0% - 99.5%: 10% of monthly service fee
98.0% - 99.0%: 25% of monthly service fee
Below 98.0%: 50% of monthly service fee

Service credits are applied as a discount to your next billing cycle. Credits do not apply to overage fees or third-party services.

Exclusions

The uptime guarantee does not apply to:

Planned maintenance with 7-day notice
Emergency maintenance for security updates
Service degradation caused by third-party providers
Issues caused by customer's infrastructure or code
Force majeure events (natural disasters, cyber attacks, etc.)

Maintenance

We schedule maintenance during off-peak hours (2:00 AM - 6:00 AM UTC) and provide at least 7 days notice via email and status page.

Routine Maintenance: Weekly, 30 minutes
Major Upgrades: Monthly, 2 hours
Emergency Maintenance: As needed, 1 hour notice

Monitoring and Reporting

Real-time Monitoring: 24/7 automated monitoring
Status Page: status.theitbulls.com
Monthly Reports: Uptime and performance reports available
Incident Reports: Root cause analysis for major incidents

Contact

For SLA-related inquiries or service credit requests:

Operations Team
operations@theitbulls.com
+91-80-1234-5678