SLA for Services

Service Level Agreement (SLA) for Email Marketing Services (using Zoho SaS)

This SLA is made between Khichdi Digital Ones Services (“Service Provider”) and its clients (“Client”).

1. Scope of Services

Khichdi Digital Ones Services will provide email marketing solutions using Zoho Email Marketing platform, including campaign management, automation, analytics, and compliance with applicable regulations.

2. Service Availability

• The email marketing services shall maintain a 99.5% uptime excluding scheduled maintenance and force majeure events.

• Scheduled maintenance will be communicated at least 48 hours in advance and shall not exceed 4 hours per month.

3. Deliverability & Performance Standards

• Email deliverability rate: 95% or higher, subject to recipient server and spam filters.

• Campaign dispatch time: Within 10 minutes of scheduled time for lists under 50,000 recipients.

• List hygiene and spam compliance: Regular monitoring and adherence to CAN-SPAM, GDPR, and other relevant laws.

4. Support & Issue Resolution

• Support Hours: Monday to Friday, 10 AM to 5 PM IST.

• Response Time: Critical issues within 4 hours, non-critical issues within 24 hours.

• Resolution Time: Best effort within 24 hours for minor issues and 72 hours for major disruptions.

5. Client Responsibilities

• Ensure that email lists are opt-in and comply with relevant laws.

• Avoid sending prohibited content, including but not limited to spam, phishing, and illegal content.

6. Compensation & Penalties

• If uptime falls below 99.5%, the client is entitled to a 5% service credit for every 0.5% downtime, capped at 25% of the monthly fee.

• If deliverability rate drops below 90%, corrective measures will be implemented at no additional cost.

Service Level Agreement (SLA) for Web Hosting Services

This SLA is made between Khichdi Digital Ones Services (“Service Provider”) and its shared and reseller hosting clients (“Client”).

1. Scope of Services

Khichdi Digital Ones Services provides shared and reseller web hosting using Hetzner servers, including domain hosting, server maintenance, security, and backups.

2. Service Availability

• Hosting services shall maintain a 99.9% uptime, excluding scheduled maintenance and force majeure events.

• Scheduled maintenance will be notified at least 48 hours in advance.

3. Performance Standards

• Server Response Time: Less than 500ms for standard queries.

• Backup Frequency: Daily backups retained for 7 days.

• Security Measures: Regular security updates, firewalls, and DDoS protection.

4. Support & Issue Resolution

• Support Hours: 24/7 email and ticket-based support.

• Response Time: Critical issues within 8 hours, non-critical issues within 12 hours.

• Resolution Time: Best effort within 12 hours for minor issues, 48 hours for major issues.

5. Client Responsibilities

• Maintain strong passwords and follow security best practices.

• Avoid hosting illegal, malicious, or high-risk content that violates Hetzner’s policies.

6. Compensation & Penalties

• If uptime falls below 99.9%, the client is entitled to a 5% service credit for every 0.5% downtime, capped at 50% of the monthly fee in terms of extention of services and not in payment or money terms.

• If backup failure occurs, a manual recovery attempt will be provided at no cost.