Legal

Service Level Agreement

This Service Level Agreement describes the general support, availability, incident management, and escalation framework that ScriptEvolve Private Limited may apply for hosted SaaS environments, managed applications, cloud infrastructure support, and enterprise service engagements. ScriptEvolve Private Limited is a web development company, and the exact level of support available to a client depends on the signed contract, hosting scope, support plan, and service architecture.

This public SLA is intended as a baseline reference for enterprise and recurring-service clients. It does not automatically apply to one-time development projects, fixed-bid build-only engagements, third-party infrastructure outside our control, or environments where ScriptEvolve does not manage production operations, unless the relevant agreement expressly states otherwise.

1. Scope of Covered Services

Covered services may include hosted SaaS applications, managed web platforms, managed APIs, managed cloud infrastructure, deployment support, application monitoring, incident triage, scheduled maintenance, and operational support specifically described in the client's order form or support contract. Professional services, feature development, design revisions, consulting workshops, and third-party vendor delays are generally outside uptime commitments unless separately defined.

2. Service Availability Target

Service availability expectations for hosted environments are defined only in the applicable signed SLA schedule or commercial agreement. Unless expressly agreed in writing, no specific uptime percentage is guaranteed under this public page.

3. Support Hours

Standard support is provided during business hours defined in the applicable service contract. Extended support, weekend support, holiday coverage, or 24x7 incident monitoring are available only where expressly included in the purchased plan or enterprise agreement. Outside covered support hours, critical issues may still be reviewed on a commercially reasonable best-efforts basis if operationally feasible.

4. Severity Levels

Severity 1 refers to a critical production outage, major security event, or a failure that makes the core hosted service unavailable for a substantial number of users. Severity 2 refers to a serious degradation of functionality with no reasonable workaround. Severity 3 refers to a limited feature issue, partial degradation, or material bug with an available workaround. Severity 4 refers to general questions, low-impact defects, cosmetic issues, and non-urgent requests.

5. Target Initial Response Times

Initial response expectations depend on the support plan and are defined in the applicable signed support schedule. Unless expressly agreed in writing, this public page does not create guaranteed response or restoration commitments.

6. Incident Management

Once an incident is confirmed, ScriptEvolve will investigate the issue, assess scope and impact, assign operational priority, communicate status as reasonably appropriate, and pursue remediation or workaround steps. Resolution time varies based on incident complexity, architecture, vendor dependencies, and whether the issue lies within a client-managed or third-party-controlled component.

7. Scheduled Maintenance

We may perform scheduled maintenance to apply patches, release fixes, rotate infrastructure, improve security, or maintain service health. When practical, advance notice will be provided for planned maintenance likely to impact availability. Scheduled maintenance windows are excluded from uptime calculations unless otherwise stated in the client agreement.

8. Client Responsibilities

The client must provide accurate contacts, timely incident reports, reasonable cooperation, necessary environment access, and prompt decisions where resolution depends on business input. The client is also responsible for its own internal networks, user devices, credentials, third-party licenses it controls, and any environments not managed by ScriptEvolve.

9. Exclusions

This SLA does not cover beta features, non-production environments unless expressly included, unsupported browser behavior, issues caused by customer changes, failures of third-party APIs or hosting providers beyond our operational control, denial-of-service conditions not reasonably preventable, or delays caused by missing client approvals, inaccessible systems, or incomplete technical information.

10. Service Credits

Commercial remedies, if any, are available only where a signed agreement expressly provides for them. This public SLA page does not by itself create an automatic right to refunds, penalties, or credits.

11. Escalation

If a covered incident remains unresolved within a commercially reasonable period relative to its severity, the matter may be escalated internally to senior technical personnel or account leadership. Enterprise clients may also receive named escalation contacts under a separate support arrangement.

12. Changes to This SLA

ScriptEvolve may update this public SLA to reflect operational changes, security practices, service evolution, or commercial model changes. Any client-specific signed SLA or support schedule will continue to govern that client relationship unless replaced in writing by both parties.

13. Contact

If you need an enterprise support plan, a custom uptime commitment, or a signed SLA schedule, please contact us through ourcontact page.