Service Level Agreement

1. Scope

This Service Level Agreement applies to clients with an active Annual Maintenance Contract with Parikshit Technology Consultant LLP. It sets out what you can expect from our support, and what we need from you.

Where your signed AMC document specifies different terms, that document takes precedence. Clients without an AMC receive support on a best-effort, chargeable basis with no committed response times.

2. Support hours

Issues raised outside support hours are logged on receipt and the response clock starts at the beginning of the next business day, unless you hold extended cover.

3. How to raise an issue

• WhatsApp — +91 91375 53380. Fastest route, and fine for photographs of a fault.
• Email — hello@parikshitsolutions.com
• Phone — +91 91375 53380 for P1 issues

Quote your AMC reference. Tell us what changed, what you have already tried, and how many people are affected — it materially shortens diagnosis.

4. Priority levels and response targets

We assign the priority based on business impact, not the wording of the request. If you disagree with an assigned priority, say so and we will review it.

5. What "response" means

A response means a named engineer has picked up your issue, understood it, and told you what happens next — not an automated acknowledgement.

Target resolution times apply where the cause is within our control. Faults dependent on a third party — a manufacturer's RMA, an ISP outage, a registry or a hosting provider — are pursued actively and reported to you, but their timelines are not ours to commit to.

6. Hosting availability

Where we resell hosting, availability is governed by the upstream provider's service level, and we pass through whatever remedy they offer. We do not independently guarantee uptime on infrastructure we do not operate.

Planned maintenance is notified at least 48 hours in advance where the provider gives us notice, and does not count against availability.

7. Preventive maintenance

Depending on your AMC tier, preventive work may include:

• Scheduled onsite visits at the agreed frequency
• Operating system and security patching
• Backup verification, including test restores
• Thermal and hardware health checks
• Asset register and warranty expiry tracking
• A periodic summary of tickets, patches and backup status

Preventive visits are scheduled with you in advance and planned around your working hours where practical.

8. Escalation

If an issue is not progressing acceptably:

1. Tell the engineer handling it that you wish to escalate
2. If unresolved within one further business day, email hello@parikshitsolutions.com marked ESCALATION with the ticket reference
3. A partner of the LLP will respond within one business day with an owner and a plan

9. Exclusions

This SLA does not cover:

• Equipment not listed in your AMC asset register
• Faults caused by unauthorised modification, or work by a third party
• Physical damage, liquid damage, power surges or environmental causes
• Consumables, and parts not covered under manufacturer warranty, unless your tier includes parts
• Failures of third-party software, internet connectivity or utility power
• Data recovery from failed media — attempted on a best-effort, chargeable basis
• Events beyond our reasonable control
• Periods where your account is materially overdue and services are suspended under our Terms of Service

10. Your obligations

Response targets assume we can actually start work. We need:

• Timely site access and, where relevant, remote access
• A nominated contact authorised to approve work and expenditure
• Accurate description of the fault and any recent changes
• Licences for third-party software on covered systems
• Accounts kept current

Where a delay is caused by access or approvals not being available, the response clock pauses for that period.

11. Service credits

If we miss a committed response target on a P1 or P2 issue, and the cause was within our control, you may claim a service credit against the monthly value of your AMC. The credit rate per missed target, and the monthly cap, are set out in your signed AMC document — they vary by tier.

Claim in writing within 30 days of the incident. Credits are applied against future invoices and are the sole remedy for a missed response target.

12. Review

We review this SLA annually and on renewal of your AMC. Changes affecting an active contract take effect at renewal, not mid-term, unless you agree otherwise in writing.