Website: https://www.satschat.com
This Service Level Agreement (SLA) outlines the services, performance standards, and support commitments provided by SatsChat to its users. By using SatsChat’s services, you agree to the terms and conditions set forth in this SLA.
1. Introduction
This SLA is a legally binding agreement between SatsChat (the “Service Provider”) and you (the “Customer”). It defines the level of service you can expect from us, including uptime, support response times, and other service commitments.
2. Services Covered
This SLA applies to the following services provided by SatsChat:
- Chat services
- Hosting and infrastructure management
- Technical support services
- Any additional services explicitly covered by this SLA
3. Service Availability and Uptime Guarantee
SatsChat strives to ensure the highest level of service availability. We guarantee a minimum uptime of 99.9% per month, excluding scheduled maintenance and events beyond our control (e.g., natural disasters, power outages).
- Scheduled Maintenance: We will notify customers at least 24 hours in advance of any scheduled maintenance that may impact service availability.
- Unscheduled Downtime: In case of unscheduled downtime, we will make reasonable efforts to restore service as quickly as possible and provide updates as needed.
4. Response Times
SatsChat is committed to providing timely support. The following response times are based on the severity of the issue:
| Issue Severity | Response Time | Resolution Time |
|---|---|---|
| Critical (Service outage, total system failure) | 1 hour | 4 hours |
| High (Functionality loss, major disruption) | 4 hours | 12 hours |
| Medium (Minor issues, non-critical features) | 1 business day | 48 hours |
| Low (General inquiries or minor feature requests) | 2 business days | 5 business days |
5. Support Services
We provide 24/7 support through the following channels:
- Email: support@onliveinfotech.com
- Live Chat: Available through the website
- Phone Support: Available during business hours (9 AM – 6 PM)
For critical issues, we recommend using live chat for faster responses.
6. Service Credits
In the event that we fail to meet the agreed-upon service levels, customers may be eligible for service credits as follows:
- Uptime Guarantee Failure: If we fail to meet the 99.9% uptime guarantee in any given month, customers are eligible for a 5% credit on their monthly bill for every 0.1% of downtime beyond the guaranteed SLA. Example: If we provide 99.7% uptime in a month, you would receive a 10% service credit.
To request a service credit, customers must submit a support ticket within 30 days from the end of the affected service period.
7. Customer Responsibilities
For the service to meet the terms of this SLA, customers are required to:
- Ensure that their account is in good standing and paid up to date.
- Provide accurate and timely information to assist in resolving any support issues.
- Comply with the Terms and Conditions and Privacy Policy of SatsChat.
- Maintain reasonable network and system configurations to facilitate service delivery.
8. Exclusions
This SLA does not cover the following events:
- Downtime or performance degradation caused by factors outside of SatsChat control, such as issues with third-party services or internet outages.
- Customer negligence, misuse, or unauthorized modifications of the service.
- Force majeure events such as natural disasters, government actions, or labor disputes.
9. Termination of SLA
This SLA will remain in effect for as long as the customer uses SatsChat’s services. Either party may terminate this SLA by providing written notice, subject to the terms in our Terms & Conditions.
10. Changes to the SLA
SatsChat reserves the right to modify this SLA at any time. Changes will be posted on this page with a new “Effective Date.” Customers will be notified of significant changes via email or website notifications.
11. Contact Information
For any questions or support requests related to this SLA, please contact us at:
Email: support@onliveinfotech.com
Phone: +91 9990507737
Website: https://www.satschat.com