This Service Level Agreement ("SLA") defines the service availability, performance standards, support response times, and responsibilities for Serq, a SaaS-based service management platform operated by Querycode Techno Pvt. Ltd. ("Serq", "we", "our", "us"). This SLA applies to all active, paid subscription users of Serq and should be read in conjunction with our Terms & Conditions, Subscription Policy, and Refund & Cancellation Policy.
1. Scope of Services
This SLA covers:
- Platform availability (website, admin panel, mobile apps)
- Core SaaS functionality
- Technical support services
- Incident response and resolution
- Maintenance and upgrades
This SLA does not cover third-party services or user-side issues.
2. Service Availability (Uptime Commitment)
Serq aims to provide a minimum uptime of 99.5% per calendar month, excluding planned maintenance and force majeure events.
Uptime Calculation
Uptime is calculated as:
(Total Minutes in Month – Downtime Minutes) / Total Minutes in Month × 100
3. Scheduled Maintenance
- Planned maintenance may be required for updates or improvements.
- Maintenance will be scheduled during low-usage hours wherever possible.
- Users will be notified in advance via email or dashboard notifications.
- Planned maintenance time is excluded from downtime calculations.
4. Support Channels
Serq provides support through:
- Email: info@codequery.in
- Support tickets (dashboard-based, where enabled)
- WhatsApp or phone support (plan-dependent)
Support availability depends on the subscribed plan.
5. Incident Severity Levels & Response Time
| Severity Level | Description | Initial Response Time | Resolution Target |
|---|
| Critical (P1) | Platform down / core services unavailable | Within 4 hours | Within 24 hours |
| High (P2) | Major feature not working | Within 8 hours | Within 48 hours |
| Medium (P3) | Partial functionality issue | Within 24 hours | Within 3–5 business days |
| Low (P4) | Minor issue / UI / query | Within 48 hours | Best effort |
Response times are measured during business hours unless enterprise support is included.
6. Customer Responsibilities
To ensure optimal service delivery, customers must:
- Maintain valid subscription status
- Provide accurate information
- Use the platform as per documentation
- Ensure stable internet and compatible devices
- Avoid misuse or excessive load on the system
Issues caused by customer-side errors are not covered under SLA guarantees.
7. Exclusions from SLA
This SLA does not apply to issues caused by:
- Third-party services (payment gateways, SMS, WhatsApp, cloud providers)
- Internet or device failures
- Force majeure events (natural disasters, government actions, outages)
- Unauthorized modifications or misuse
- Delays caused by customer inaction or incorrect inputs
8. Data Backup & Recovery
- Regular automated backups are maintained for platform stability.
- Backup frequency and restoration support may vary by plan.
- Serq is not responsible for data loss caused by user actions or third-party failures.
9. SLA Credits & Compensation
Unless explicitly agreed in a separate enterprise contract:
- Serq does not offer monetary refunds or SLA credits for downtime.
- SLA commitments are provided on a best-effort basis for standard plans.
Enterprise clients may have custom SLA terms defined contractually.
10. Security & Compliance
Serq follows industry-standard security practices including:
- Encrypted communication
- Secure cloud infrastructure
- Role-based access control
However, absolute security cannot be guaranteed.
11. SLA Review & Modifications
- Serq reserves the right to update or modify this SLA at any time.
- Changes will be posted on the website with an updated "Last Updated" date.
- Continued use of the platform constitutes acceptance of the revised SLA.
12. Governing Law & Jurisdiction
This SLA is governed by the laws of India.
Any disputes shall be subject to the exclusive jurisdiction of courts in Patna, Bihar.
13. Contact Information
For SLA or support-related queries:
Querycode Techno Pvt. Ltd.
📧 Email: info@codequery.in
🌐 Website: https://serq.in