Service Level Agreement (SLA)
Last Updated: September 1, 2026
1. Purpose
This Service Level Agreement (“SLA”) describes the general support, maintenance, service response, and operational commitments that may be provided by Andabhurji Global Solutions (“Andabhurji,” “we,” “us,” or “our”) in connection with our software implementation, software development, consulting, design, creative, cloud, marketplace, e-commerce, automation, integration, digital, and other technology-related services.
This SLA is intended to provide a general framework only. The specific support services, service levels, response targets, availability commitments, maintenance obligations, escalation procedures, and customer responsibilities applicable to a particular service may be described separately on the relevant website, service page, product page, proposal, quotation, order form, statement of work, support plan, subscription plan, contract, master services agreement, data processing agreement, or other written agreement.
If there is a conflict between this SLA and a signed contract or service-specific agreement, the applicable signed contract or service-specific agreement will control.
2. Different Types of Support Services
We may provide different types of support services depending on the nature of the solution, product, platform, project, subscription, or service purchased by the customer.
Support services may include, without limitation:
General customer support
Technical support
Software implementation support
Software configuration support
Website and application support
Development and maintenance support
Bug investigation and correction
Integration and API support
Cloud and hosting coordination
Infrastructure and deployment support
Database and data-related support
E-commerce and marketplace support
Automation and workflow support
AI tool and chatbot support
Design and creative service support
Content and digital service support
Account and billing support
Security and incident-related support
Training and onboarding support
Consulting and advisory support
Managed services
Monitoring and maintenance services
Emergency or priority support
Third-party platform coordination
Different services may have different support hours, response targets, communication channels, escalation procedures, availability commitments, fees, exclusions, and customer obligations.
The applicable support model may be:
Listed separately on our website or on the relevant service page
Included in a product or subscription description
Described in a quotation or proposal
Set out in a statement of work
Included in a support or maintenance plan
Agreed through email or other written communication
Included in a master services agreement
Established under a separate contract or service order
Not every service includes ongoing support, maintenance, monitoring, updates, troubleshooting, or emergency assistance. Customers should review the applicable service description and agreement before purchasing or relying on a particular support service.
3. Support Channels
Depending on the applicable service, support may be provided through one or more of the following channels:
Email
Contact forms
Customer portals
Ticketing systems
Project management platforms
Messaging applications
Telephone or voice communication
Video conferencing
Website chat
AI-powered chatbots
Third-party support platforms
In-application support tools
Other channels identified in the applicable agreement
We may use third-party platforms to receive, organize, track, respond to, or manage support requests. The availability and functionality of these channels may depend on the relevant third-party provider.
Customers may be required to provide sufficient information to allow us to investigate a request, including:
Customer name and account details
Service or project name
Description of the issue
Date and time the issue occurred
Screenshots, recordings, logs, or error messages
Steps taken before the issue occurred
Relevant access, configuration, or integration details
Business impact and urgency
We may be unable to meet response targets where a support request is incomplete, inaccurate, submitted through an unsupported channel, or dependent on information or access that the customer has not provided.
4. Use of Third-Party Platforms
We may use, integrate with, or rely on third-party platforms, software, hosting providers, cloud services, payment processors, communication tools, analytics services, customer relationship management systems, ticketing systems, application programming interfaces, marketplaces, plugins, extensions, and other external services.
Third-party platforms may be used for:
Hosting
Infrastructure
Software deployment
Customer support
Ticket management
Communication
Authentication
Payments
Data storage
Analytics
Monitoring
Automation
E-commerce
Marketplace operations
AI functionality
Chatbot functionality
Security and fraud prevention
Customer relationship management
Support for third-party platforms may be limited to configuration assistance, coordination, troubleshooting, or reasonable efforts to identify the source of an issue. We do not control third-party platforms and cannot guarantee their availability, performance, security, functionality, pricing, policies, compatibility, or continued operation.
A third-party platform may impose its own terms, privacy policy, service levels, support procedures, usage restrictions, fees, or technical limitations. Customers are responsible for reviewing and complying with applicable third-party terms.
5. Use of AI Chatbots and AI-Assisted Support
We may use AI-powered chatbots, virtual assistants, automated response systems, AI support tools, or other artificial intelligence technologies wherever appropriate or necessary for a particular service.
AI tools may be used to:
Answer general questions
Provide initial support
Collect support information
Categorize or prioritize requests
Suggest troubleshooting steps
Assist with documentation
Provide automated status information
Route requests to an appropriate team
Support customer onboarding
Assist with configuration or workflow guidance
Generate drafts, summaries, or technical explanations
AI-generated responses may be incomplete, inaccurate, outdated, unsuitable for a particular situation, or unable to identify the full nature of an issue. AI chatbot responses do not necessarily constitute professional, legal, financial, security, technical, or other specialized advice.
Customers should not rely solely on an AI chatbot for:
Emergency situations
Security incidents
Legal or regulatory decisions
Financial decisions
Safety-critical matters
Irreversible system changes
Production changes with significant business impact
Decisions requiring human judgment or authorization
Where appropriate, customers may request or be referred to human support. Human review may not be immediately available and may be subject to the applicable support plan, service hours, fees, staffing, and issue complexity.
Customers should avoid submitting unnecessary sensitive information, passwords, authentication credentials, payment card information, confidential personal information, or other restricted information through an AI chatbot or third-party support platform unless specifically instructed and authorized through an appropriate secure process.
The use of AI tools is also subject to our applicable AI Disclaimer, Privacy Policy, Terms of Service, and any service-specific agreement.
6. Support Hours
Unless otherwise stated on the applicable service page or agreed in writing:
Standard support is generally available Monday through Saturday.
Support may not be available on Sundays or public holidays.
Emergency support may be available only under selected service plans or contracts.
Support hours may vary by service, customer location, time zone, staffing, platform, and issue type.
Support hours may be changed from time to time upon reasonable notice.
Requests submitted outside applicable support hours may be treated as received on the next applicable business day.
A service may have separate support hours for:
General inquiries
Technical support
Managed services
Emergency incidents
Billing and account matters
Development requests
Maintenance requests
Security incidents
AI chatbot or automated support
The applicable service page, support plan, contract, or written agreement will determine the relevant support hours where different terms apply.
7. Service Request Classification
We may classify support requests according to their urgency, severity, business impact, affected users, security implications, and available information.
7.1 Critical Priority
Critical issues may include:
Complete production outage
Widespread inability to access a critical service
Major security incident
Confirmed compromise or suspected compromise requiring urgent attention
Severe business disruption
Critical data availability issue
Failure of a core function affecting a substantial number of users
Target Initial Response:
Within 4–24 business hours, depending on the applicable service plan, contract, support hours, and severity of the issue.
7.2 High Priority
High-priority issues may include:
Major functionality unavailable
Significant operational impact
Material degradation of an important service
Serious integration failure
Substantial performance issue
Issue affecting multiple users or an important business process
Target Initial Response:
Within 1–2 business days.
7.3 Medium Priority
Medium-priority issues may include:
Feature issues
Integration issues with a workaround available
Workflow disruptions
Moderate performance concerns
Issues affecting a limited number of users
Non-critical configuration problems
Target Initial Response:
Within 2–5 business days.
7.4 Low Priority
Low-priority issues may include:
Enhancement requests
Consultation requests
Cosmetic issues
Documentation questions
General guidance
Minor usability concerns
Requests for future improvements
Target Initial Response:
Within 5–10 business days.
8. Response Targets and Resolution Times
Response targets refer to the time within which we aim to acknowledge, review, or begin assessing a support request. A response does not necessarily mean that the issue will be resolved within that period.
Response targets do not generally include:
Complete resolution
Development or implementation time
Customer approval time
Customer response time
Third-party response time
Investigation requiring unavailable information
Testing and quality assurance time
Deployment time
Scheduled maintenance time
Time required to obtain access or authorization
Time affected by force majeure events
Resolution times may vary depending on:
Complexity of the issue
Availability of relevant personnel
Customer cooperation
Required access or credentials
Third-party dependencies
Availability of source code or documentation
Severity and business impact
Need for testing or approval
Security or compliance requirements
Scope of the applicable service plan
Whether the issue is a defect, change request, enhancement, or new project
Unless expressly stated in a signed agreement, we do not guarantee a specific resolution time.
9. Service Availability
Service availability commitments, uptime commitments, performance commitments, recovery objectives, response commitments, and service credits, if any, will be governed by the applicable service plan, contract, statement of work, or other written agreement.
Unless expressly agreed otherwise:
No specific uptime percentage is guaranteed.
Availability may vary by service and platform.
Availability may depend on third-party providers.
Temporary interruptions may occur for maintenance, upgrades, security, or operational reasons.
A service may be unavailable due to customer configuration, customer infrastructure, or external dependencies.
Availability of an AI chatbot or automated support channel does not guarantee availability of human support or the underlying service.
10. Maintenance and Planned Changes
Planned maintenance may occur periodically to maintain or improve:
System reliability
Security
Performance
Compatibility
Infrastructure
Software functionality
Data integrity
Compliance
Third-party integrations
Maintenance may include:
Software updates
Security patches
Infrastructure changes
Database maintenance
Configuration changes
Backup testing
Migration activities
Platform upgrades
Integration changes
AI tool or chatbot updates
Where reasonably practicable, we may provide advance notice of planned maintenance. Notice may not be possible for urgent security updates, emergency repairs, third-party changes, or circumstances requiring immediate action.
11. Emergency Maintenance
We may perform emergency maintenance without advance notice where reasonably necessary to:
Address a security vulnerability
Prevent data loss
Restore service functionality
Respond to an incident
Comply with law or a third-party requirement
Protect customers, users, systems, or infrastructure
Address a critical platform or integration failure
Emergency maintenance may temporarily affect availability, functionality, performance, or access.
12. Customer Responsibilities
Customers are responsible for:
Providing accurate and complete support information
Using approved support channels
Maintaining current contact information
Protecting account credentials
Providing timely access where required
Maintaining appropriate backups of customer-controlled data
Reviewing and approving proposed changes
Testing customer-specific configurations
Maintaining compatible systems and software
Complying with applicable laws and third-party terms
Informing us of relevant security, privacy, or operational requirements
Ensuring that customer personnel are authorized to request changes
Cooperating with troubleshooting and incident investigation
Delays caused by the customer may extend response and resolution times.
13. Customer-Requested Changes and Enhancements
Support does not necessarily include new features, redesigns, custom development, major configuration changes, data migration, new integrations, content creation, or other work outside the original scope of the applicable service.
Such work may be treated as:
A change request
A new project
A billable consulting service
A development task
A separate statement of work
An enhancement request
A separately priced support service
We may provide an estimate, proposal, quotation, or agreement before beginning such work.
14. Third-Party and External Dependencies
The following may affect support, availability, response times, or resolution:
Third-party platform outages
Cloud provider outages
Hosting provider outages
Internet service disruptions
Domain or DNS issues
Payment processor failures
Marketplace restrictions
External API failures
Vendor policy changes
Software license limitations
Plugin or extension conflicts
AI service interruptions
Third-party security controls
Customer-selected tools
Unsupported integrations
Changes made by external providers
We may assist with communication or troubleshooting involving third parties, but we are not responsible for failures outside our reasonable control.
15. Exclusions
The following are generally excluded from SLA commitments unless expressly included in a written agreement:
Third-party platform outages
Internet service disruptions
Force majeure events
Customer-caused configuration issues
Unsupported modifications
Unauthorized changes
Customer misuse
Failure to follow instructions
Incompatible hardware or software
Expired licenses or subscriptions
External API failures
Vendor policy changes
Marketplace or platform enforcement actions
Issues caused by customer content or data
Security incidents caused by customer negligence
Requests outside the agreed scope
New features or enhancements
Data recovery where no suitable backup exists
Issues caused by unsupported versions
Delays caused by missing customer information or access
Delays caused by customer approval or testing
Issues arising from AI-generated or third-party-generated content
Services suspended for non-payment or breach
16. Security Incidents
Security-related concerns should be reported through the designated security or support contact identified in the applicable service documentation.
We may prioritize security incidents based on:
Severity
Scope
Potential harm
Data involved
Exploitability
Regulatory requirements
Availability of mitigation measures
Customers must cooperate with reasonable security requests, including requests to:
Reset credentials
Disable compromised accounts
Apply patches
Restrict access
Preserve logs
Provide relevant information
Temporarily suspend integrations
Follow incident response instructions
Security incident response may be subject to separate contractual, privacy, data protection, or incident response terms.
17. Escalation
If a customer believes that a support request has been incorrectly classified or has not received an appropriate response, the customer may request escalation through the applicable support channel.
Escalation may involve:
Reclassification of priority
Review by a senior support representative
Technical review
Project manager review
Account manager review
Security review
Management review
Escalation does not guarantee a particular outcome, resolution time, or service credit.
18. Service Credits and Remedies
Service credits, refunds, fee adjustments, replacement services, or other remedies are available only where expressly provided in the applicable contract, service plan, or written agreement.
Unless expressly agreed otherwise, failure to meet a response target does not automatically entitle the customer to a refund, credit, termination right, or other remedy.
19. Changes to Support Services
We may modify, replace, suspend, or discontinue a support channel, third-party platform, AI chatbot, support process, or service feature where reasonably necessary for operational, security, legal, technical, commercial, or business reasons.
Where a material change affects a contracted service, the applicable contract or service-specific terms will govern any notice or customer rights.
20. Limitation
Response targets and support commitments described in this SLA are general objectives and are not guarantees unless expressly stated in a signed agreement.
We do not guarantee that:
Every support request will be resolved
Every issue will be identified immediately
A third-party platform will remain available
An AI chatbot will provide accurate or complete information
A service will operate without interruption
A particular result will be achieved
A requested change will be technically feasible
A support request will be completed within a specific period
To the maximum extent permitted by applicable law, our liability relating to support services, service interruptions, third-party platforms, AI tools, or SLA performance will be governed by the applicable Terms of Service, contract, statement of work, or other written agreement.