Gloibox Service Level Agreement Draft

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.

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.

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.

A support resolution can be a correction or usable workaround. Permanent defect targets are separate:

Proposed attainment is at least 80% for each applicable target, measured separately for support responses, support resolutions, and bug resolutions over each calendar month.

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.

Let M be all calendar minutes in the month, E be documented excluded minutes, and D be unavailable minutes outside those exclusions. Availability is calculated as:

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.

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.

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 describing the incident and impact.

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.