# Gloibox Service Level Agreement Draft

**Status: Draft for review. Effective date: 2026-10-28.**

This SLA describes availability and support for the services purchased from Gloitel Consulting Pvt. Ltd. The order identifies the covered production services, subscription term, and selected support plan. The proposed plan names are Premium and Enterprise. A Standard plan, if offered, requires its own completed schedule.

## Coverage and working hours

Support is available through the monitored support email at gloitel-it@gloitel.in and the designated support contact for the relevant customer account. Business hours are Monday to Friday, 9:00 AM to 6:00 PM IST, excluding published public holidays in India. A business day contains 9 support hours. The schedules below do not imply continuous staffing. Availability is measured across the calendar month, including outside support hours.

An eligible ticket identifies the affected organization and module, business impact, time of occurrence, and sufficient diagnostic details reasonably available to the Customer. Do not include passwords or unnecessary personal data. Gloibox will help clarify incomplete reports rather than require inaccessible evidence.

## Proposed plan comparison

All support targets below use business hours. Initial response means a substantive human acknowledgement with an owner or next step. An automated receipt does not satisfy it.

| Priority       | Example impact                                                                          | Premium response | Premium resolution target | Enterprise response | Enterprise resolution target |
| -------------- | --------------------------------------------------------------------------------------- | ---------------- | ------------------------- | ------------------- | ---------------------------- |
| P0 Critical    | Essential payroll, attendance, or reporting cannot proceed with no practical workaround | 1 hour           | 8 hours                   | 1 hour              | 4 hours                      |
| P1 Significant | A workflow, integration, or permission issue substantially limits work                  | 2 hours          | 16 hours                  | 1.5 hours           | 6 hours                      |
| P2 Routine     | Noncritical defect, usage question, or display issue                                    | 3 hours          | 24 hours                  | 2 hours             | 12 hours                     |

A support resolution can be a correction or usable workaround. An agreed future-fix plan counts only if the Customer accepts it as the ticket outcome; scheduling a release alone does not resolve a critical outage. Permanent defect targets are separate:

| Bug priority | Premium target  | Enterprise target |
| ------------ | --------------- | ----------------- |
| P0           | 1 business day  | 1 business day    |
| P1           | 4 business days | 4 business days   |
| P2           | 8 business days | 8 business days   |

Business impact determines severity; the parties may adjust it with a recorded explanation. User counts alone must not downgrade a payroll-blocking or security incident. Security incident notification follows the DPA independently of these queues.

Proposed attainment is at least 80% for each applicable target, measured separately for support responses, support resolutions, and bug resolutions over each calendar month or other agreed reporting period. The report records eligible-ticket counts, exclusions, pauses, and breaches; a period with no eligible tickets is marked not applicable.

The clock starts on receipt of an eligible ticket during coverage hours, or when the next coverage window opens. It pauses only for a documented Customer dependency that prevents progress, with notice explaining what is needed, and resumes when the dependency is supplied. Internal handoffs do not pause it. Gloibox records the start, pause, resume, and completion times.

## Availability measurement

The proposed monthly availability target is 99.8% for both plans. The order must identify the monitored endpoints and the failures that constitute service unavailability. Gloibox's monitoring systems provide the primary measurements, with Customer evidence considered when reconciling an incident.

Let M be all calendar minutes in the month, E be documented excluded minutes, and D be unavailable minutes outside those exclusions. Availability is 100 × (M − E − D) / (M − E). Overlapping exclusions are counted once. If M − E is zero, report the period as not measurable and agree its treatment; do not report 100% automatically.

This formula counts all measured unavailable minutes. The supplied reference documents use a ten-consecutive-minute qualifying threshold; that threshold has not been adopted here.

Scheduled maintenance requires at least 48 hours' advance notice and is excluded only within the announced window. Additional exclusions are limited to Customer-caused failures, unsupported configurations, and external events demonstrably beyond Gloibox's reasonable control. A failure by a hosting provider selected by Gloibox is not automatically excluded. Emergency maintenance and any maintenance cap require explicit terms in the order.

## Proposed service credits

Credits apply to the recurring monthly fee for the affected covered service, excluding taxes and separately billed professional services. Annual charges are divided by twelve for this purpose.

| Unrounded monthly availability U | Credit |
| -------------------------------- | ------ |
| U ≥ 99.8%                        | None   |
| 99.5% ≤ U < 99.8%                | 5%     |
| 99.0% ≤ U < 99.5%                | 10%    |
| U < 99.0%                        | 15%    |

These boundaries intentionally cover fractional percentages without gaps. The proposed monthly credit cap is 15% of the affected service fee. Submit claims within ten calendar days after month end through the customer support email or a designated support portal, describing the incident and impact. Gloibox will decide the claim within 15 calendar days and apply an accepted credit to the next invoice or other agreed alternative. Credits do not waive non-excludable legal rights; any exclusive-remedy clause requires express agreement.

## Escalation and repeated failures

Escalation proceeds from the support contact to the service owner to the executive contact designated in the order. Gloibox provides status updates every 4 hours during active P0 incidents and every 12 hours for other active outages, with an incident review within 5 business days for qualifying outages.

Proposed repeated-failure remedy: three or more P0 or P1 support-target breaches in a calendar quarter allow the Customer to give written notice. If Gloibox does not remedy the recurring failure within fifteen calendar days, the Customer may terminate the affected support add-on and receive the unused prepaid add-on fees. This does not automatically terminate the underlying software subscription.

Custom projects, new features, and implementation services require separate delivery schedules. Any suspension for overdue fees must follow the notice and cure provisions in the Terms. Changes to an accepted SLA require the contractual change process; a website update alone does not retrospectively reduce commitments.