Service Level Agreement

Last Updated: July 2026

1. Scope of Services

This SLA applies to recurring or managed services under the following categories:

• Website Development: Corporate Websites, E-commerce Solutions, Landing Pages, and Web Applications.
• Digital Marketing: Search Engine Optimization (SEO), Social Media Marketing, and Pay-Per-Click (PPC) Advertising.
• Branding & Designs: Logo Design, UI/UX Design, and Brand Identity creation.
• Automations: Workflow Automation, Business Process Automation, and Custom API Integrations.
• Software Development: Custom Desktop Apps, CRMs, Mobile Applications (iOS/Android), and SaaS products.

Project-based development work is governed by the relevant project agreement unless specifically covered by this SLA.

2. Support Hours

Business Hours

• Monday to Friday
• 9:30 AM – 6:30 PM IST
• Excluding public holidays in India

Support requests received outside business hours will be addressed on the next business day unless covered by an emergency support arrangement.

3. Support Channels

Clients may request support through:

• Email: hello@zensparkdigital.com
• Client Portal (if provided)
• Approved communication channels specified in the service agreement

4. Issue Priority Levels

Priority 1 – Critical

Examples:

• Complete website outage
• Production application unavailable
• Critical security incident
• Payment system failure

Initial Response Target: Within 2 business hours

Priority 2 – High

Examples:

• Major functionality unavailable
• Significant performance degradation
• API failures affecting business operations

Initial Response Target: Within 4 business hours

Priority 3 – Medium

Examples:

• Minor feature issues
• Non-critical bugs
• Content display problems

Initial Response Target: Within 1 business day

Priority 4 – Low

Examples:

• Cosmetic changes
• General questions
• Minor improvements
• Enhancement requests

Initial Response Target: Within 2 business days

5. Resolution Targets

Response times indicate when we begin working on a request, not when it will be fully resolved.

Resolution depends on:

• Issue complexity
• Availability of third-party providers
• Client responsiveness
• Required approvals
• Testing requirements

Where immediate resolution is not possible, we will provide regular progress updates.

6. Planned Maintenance

Scheduled maintenance may occasionally be required for:

• Server updates
• Security patches
• Software upgrades
• Infrastructure improvements

Where practical, clients will receive advance notice.

Emergency maintenance may be performed without prior notice to protect systems or data.

7. Client Responsibilities

To help us provide efficient support, clients agree to:

• Provide accurate information about reported issues.
• Supply required access credentials where necessary.
• Respond promptly to requests for clarification or testing.
• Maintain valid licences for third-party software under their control.
• Keep backups where required, unless backup services are included in the agreement.

8. Service Exclusions

Unless specifically included in the service agreement, this SLA does not cover:

• New feature development
• Major redesigns
• Third-party software defects
• Internet service provider outages
• Domain registrar issues
• Client-caused configuration changes
• Malware introduced by unauthorized third parties
• Issues arising from unsupported software or hardware

Such work may be quoted separately.

9. Service Availability

Where ZenSpark Digital Solutions manages hosting or infrastructure under a managed services agreement, we aim to maintain high service availability.

Availability targets do not apply to:

• Scheduled maintenance
• Force majeure events
• Third-party service failures
• Internet outages beyond our control
• Client-managed infrastructure

Any uptime commitments will be specified in the applicable service agreement.

10. Escalation Procedure

If a client believes an issue is not being handled appropriately, they may request escalation by contacting:

Email: hello@zensparkdigital.com

Escalated issues will be reviewed by senior management or the designated project lead.

11. Limitation of Service Commitments

The response and resolution targets in this SLA are service objectives and not guarantees. Failure to meet a target does not create liability for damages or automatically entitle the client to refunds, credits, or compensation unless expressly agreed in writing.

12. Changes to This SLA

ZenSpark Digital Solutions may update this SLA from time to time. Updated versions will apply to new agreements and, where agreed, to ongoing service arrangements.

13. Contact Information

This Service Level Agreement ("SLA") defines the support standards and service commitments provided by ZenSpark Digital Solutions for ongoing maintenance, support, and managed services.

This SLA forms part of the applicable Service Agreement, Proposal, Quotation, or Master Service Agreement (MSA) entered into with the Client.