Purpose

The purpose of this SLA is to define:

• Service expectations
• Support availability
• Response timelines
• Maintenance procedures
• Roles and responsibilities
• Service limitations

This agreement helps ensure transparency and consistent service quality for all clients.

Support Coverage

Lufera Infotech provides technical support for:

• Website issues
• Server-related problems
• Software/application errors
• Cloud infrastructure management
• AWS integrations
• SaaS platform support
• Corporate IT infrastructure support
• Maintenance services under active agreements

Support availability depends on the selected service plan or project agreement.

Support Hours

Standard Support

• Monday to Saturday
• 9:00 AM to 7:00 PM IST

Emergency Support

Critical issues affecting production systems may receive emergency support outside standard business hours based on agreement terms.

Support Channels

Clients may contact support through:

• Email support
• Phone support
• WhatsApp communication
• Helpdesk or ticketing systems
• Remote desktop support where applicable

Official communication channels will be shared during onboarding or project delivery.

Response Time Commitment

Critical Priority

Examples: Server down, Website inaccessible, Production system failure, Security breach.

Response Time: Within 1 to 4 hours

High Priority

Examples: Major functionality affected, API integration failure, Performance issues affecting operations.

Response Time: Within 4 to 8 business hours

Medium Priority

Examples: Minor feature malfunction, UI/UX issues, Partial service interruption.

Response Time: Within 1 business day

Low Priority

Examples: General inquiries, Content updates, Enhancement requests, Non-urgent issues.

Response Time: Within 2 to 3 business days

Resolution Time

Resolution times may vary depending on:

• Complexity of the issue
• Third-party dependencies
• Hosting provider response
• Cloud infrastructure limitations
• Client-side delays
• Change request approvals

Lufera Infotech will make reasonable efforts to resolve issues as quickly as possible.

Scheduled Maintenance

Routine maintenance activities may include:

• Server updates
• Security patches
• Software upgrades
• Infrastructure optimization
• Database maintenance

Whenever possible, scheduled maintenance will be performed during low-traffic periods.

Clients may be notified in advance for major maintenance activities.

Client Responsibilities

Clients are responsible for:

• Providing accurate issue descriptions
• Sharing required access credentials securely
• Maintaining valid software licenses where applicable
• Approving updates or changes on time
• Maintaining proper backups unless backup management is included in the agreement

Delays caused by incomplete information may affect resolution timelines.

Exclusions

This SLA does not cover:

• Issues caused by unauthorized third-party modifications
• External cyberattacks beyond reasonable control
• Internet service provider failures
• Third-party hosting outages
• Hardware failures not covered under support agreements
• Force majeure events
• Unsupported software or outdated systems

Backup & Data Responsibility

Unless explicitly included in the service agreement:

• Clients are responsible for maintaining backups
• Lufera Infotech is not liable for accidental data loss
• Backup restoration services may incur additional charges

Where managed backup services are included, backup schedules and retention periods will be defined separately.

SaaS Platform Availability

For Lufera SaaS platforms, we strive to maintain high system availability and infrastructure reliability.

However, uptime may occasionally be affected by:

• Maintenance activities
• Cloud provider outages
• Security updates
• Infrastructure upgrades
• External service dependencies

No system can guarantee 100% uninterrupted availability.

Security & Compliance

Lufera Infotech follows reasonable security practices including:

• Access control measures
• Firewall protection
• Server monitoring
• AWS security best practices
• Software update management

Clients are also expected to maintain secure password and account practices.

Limitation of Liability

Lufera Infotech Pvt. Ltd. OPC shall not be liable for:

• Business interruption losses
• Revenue loss
• Indirect damages
• Third-party service failures
• Delays caused by external providers
• Data loss beyond agreed managed services

Liability is limited to the value of the active service agreement.

SLA Modifications

Lufera Infotech reserves the right to update or modify this SLA at any time.

Updated versions will be published on the official website or communicated through official channels.

Contact Information

For SLA-related support or inquiries, please contact: