Service Level Agreement | Synaptic AI Lab Support

This SLA applies to clients on an active support retainer. Clients within an included post-delivery support window receive the Essential response targets.

1. Support hours

Monday to Saturday, 10:00 to 19:00 IST, excluding public holidays in West Bengal. Critical issues on a Priority retainer are handled outside these hours.

2. Severity and response targets

Severity	Meaning	Essential	Priority
Critical	System down, or payments and orders failing entirely	Same business day	Within 4 hours
High	A major function is broken; a workaround exists	1 business day	Same business day
Medium	A minor function is affected	2 business days	1 business day
Low	Cosmetic issue, question or change request	5 business days	2 business days

These are response targets — the time within which a person begins work and tells you what is happening. Resolution time depends on the nature of the fault, and we will give you an estimate once the cause is known.

3. Uptime

For systems hosted under our management we target 99.5% monthly uptime, excluding scheduled maintenance (notified at least 48 hours in advance), failures of third-party services outside our control, and force majeure.

4. What a retainer includes

Hosting, SSL certificates and daily backups
Security patches and dependency updates
Uptime monitoring with alerting
Bug fixes in delivered functionality
An allocation of change hours per month (2 hours on Essential, up to 10 on Priority)

5. What it does not include

New features or modules — quoted separately
Faults caused by changes made by you or another developer
Third-party service outages and their charges
Content updates you can make yourself through the admin panel

6. Backups and recovery

Daily automated backups retained for 30 days. Restoration from backup is included. Target recovery point is 24 hours; target recovery time for a critical failure is 8 business hours.

7. How to raise an issue

Email [email protected], or phone +91 93309 50055 for anything critical. Please include what you did, what you expected, what happened, and a screenshot if you have one — it usually halves the time to a fix.