Service Level Agreement
Last updated: July 5, 2026
1. Overview
This Service Level Agreement (SLA) outlines the service commitments Semozhix Tech LLP makes to its clients regarding service delivery, support, and performance standards.
2. Support Hours
Business Hours: Monday to Friday, 9:00 AM to 6:00 PM (IST)
Email Support: Available 24/7, responses during business hours
Emergency Support: Available for critical issues (additional fees may apply)
3. Response Time Commitments
| Priority Level | Description | Initial Response Time |
|---|---|---|
| Critical | System down, major functionality broken | 2 hours |
| High | Important feature not working | 4 hours |
| Medium | Non-critical issues, workaround available | 1 business day |
| Low | General inquiries, feature requests | 2 business days |
4. Service Availability
Uptime Guarantee: 99.5% uptime for hosted services (excludes scheduled maintenance)
Scheduled Maintenance: Notified at least 48 hours in advance, scheduled during off-peak hours
Emergency Maintenance: May occur with minimal notice for critical security or stability issues
5. Client Responsibilities
- Provide accurate and complete information when reporting issues
- Respond to Semozhix requests for information within 2 business days
- Maintain current contact information for designated points of contact
- Follow usage guidelines and best practices provided by Semozhix
- Keep software, browsers, and systems up-to-date as recommended
6. Exclusions
This SLA does not apply to:
- Issues caused by client's infrastructure, network, or systems
- Third-party services or integrations not under Semozhix control
- Issues caused by client modifications or customizations
- Force majeure events (natural disasters, wars, pandemics, etc.)
- Scheduled maintenance windows
- Issues reported outside support channels
7. Contact
Support Email: org@semozhix.in
Phone: +91 7305032108
Website: https://semozhix.in