Service Level Agreement (SLA)
This Service Level Agreement ("SLA") forms part of the Terms of Service between Basiswork Technologies Pvt. Ltd. ("Basiswork", "we", "us") and the customer ("you", "Customer"). This SLA outlines the service commitments Basiswork makes to its customers.
1. Service Availability
Basiswork commits to maintaining a Monthly Uptime Percentage of at least 99.9% for all cloud-hosted services. The Monthly Uptime Percentage is calculated as: (Total Minutes in Month − Downtime) ÷ Total Minutes in Month × 100.
2. Scheduled Maintenance
Basiswork will perform scheduled maintenance during low-traffic windows. Customers will be notified at least 72 hours in advance of any scheduled maintenance that may impact service availability. Scheduled maintenance downtime is excluded from the SLA calculation.
3. Support Response Times
Support tickets are responded to within the following timeframes based on priority :
- Critical (P1): Within 1 hour (24/7) - Service is completely unavailiable.
- High (P2): Within 4 hours (Business Hours) — Major functionality impacted.
- Medium (P3): Within 24 hours (Business Hours) — Minor functionality impacted.
- Low (P4): Within 48 hours (Business Hours) — General queries and feature requests.
4. Service Credits
If Basiswork fails to meet the 99.9% Monthly Uptime Percentage, customers are eligible for Service Credits as follows:
- 99.0% to 99.89% uptime: 10% of monthly fee
- 95.0% to 98.99% uptime: 25% of monthly fee
- Below 95.0% uptime: 50% of monthly fee
5. Exclusions
The SLA does not apply to downtime caused by: (a) customer actions or omissions; (b) customer-provided infrastructure or third-party services; (c) force majeure events; (d) scheduled maintenance; (e) issues arising from custom modifications requested by the customer.
6. Support Channels
Customers can reach Basiswork Support via email, phone, and live chat through the Basiswork interface. All plans include access to our knowledge base and video tutorials. Professional and Enterprise plans include dedicated account managers.
7. Data Backup & Recovery
Basiswork maintains daily backups of all customer data with a 30-day retention period. Recovery Point Objective (RPO) is 24 hours and Recovery Time Objective (RTO) is 4 hours for cloud-hosted services.
8. Security Commitments
Basiswork employs enterprise-grade encryption (AES-256 at rest, TLS 1.2+ in transit), regular security audits, and complies with industry standards including GDPR, SOC 2, and ISO 27001.
9. SLA Claims
To claim Service Credits, customers must submit a written request within 30 days of the incident. Basiswork will validate the claim and apply credits to the customer's next billing cycle.1
10. Revision
Basiswork reserves the right to revise this SLA at any time. Material changes will be communicated to customers at least 30 days in advance.