SERVICE LEVEL AGREEMENTS

Effective Date: August 22, 2026

This Service Level Agreement (“SLA”) applies to ongoing, retainer-based services — including Cloud & Infrastructure, Cyber Security monitoring, and managed maintenance — where we host, monitor, or maintain a system on your behalf. It does not apply to one-off, project-based deliverables, which are governed by their own SOW and delivery timeline.

1. Uptime Commitment

Target: For hosted, managed, or monitored services, we target 99.5% uptime measured monthly.

“Uptime” refers to the availability of the specific service or system we host or manage. The following are excluded from uptime calculations:

• Scheduled maintenance windows (see Section 3)
• Outages caused by the client's own code changes, configuration, or third-party integrations
• Outages at an underlying hosting or cloud provider outside our direct control
• Force majeure events

2. Support Response Times by Severity

Support requests are triaged and responded to according to severity:

Severity	Definition	Target First Response
Critical	Service is down, or a security breach is in progress	Within 2 hours, 24/7
High	Major functionality broken or significantly degraded for most users	Within 8 business hours
Medium	Minor bug or partial degradation with a workaround available	Within 1–2 business days
Low	Cosmetic issue, minor request, or general question	Within 3–5 business days

“Business hours” refers to our standard working hours in India, Monday through Friday, excluding public holidays, unless a 24/7 support tier has been separately agreed.

3. Scheduled Maintenance

Where possible, we will provide at least 48 hours' advance notice of planned maintenance that may cause downtime, and will aim to schedule it during low-traffic periods.

4. Service Credits

If monthly uptime for a covered service falls below the 99.5% target due to causes within our control, you may request a service credit against your next invoice, as follows:

Monthly Uptime Achieved	Service Credit
99.0% – 99.49%	5% of that month's service fee
95.0% – 98.99%	10% of that month's service fee
Below 95.0%	20% of that month's service fee

Service credits are the sole and exclusive remedy for a missed uptime target under this SLA, and are capped at the total service fee paid for the affected month. Credits must be requested within 30 days of the end of the affected month.

5. Exclusions

This SLA does not apply to project-based, one-off deliverables, to services still in initial setup/onboarding, or to any system not actively monitored or hosted by us under a current retainer.

6. Contact Us

To report an incident or request a service credit, contact connect@navritu.digital.