Last updated 28 July 2026
Service levelagreement
What we commit to on response, resolution and uptime — and what happens when we miss.
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1. What this covers
This document sets out the service levels that apply to Sedwis support, maintenance and hosted-product engagements. It applies once a signed Statement of Work or support agreement references it. It does not create obligations outside a signed engagement — browsing this website does not entitle anyone to the targets below.
Where a signed agreement states different service levels, that agreement takes precedence over this page.
2. Support hours
Standard support runs 09:30–18:30 IST, Monday to Friday, excluding public holidays in Uttar Pradesh and national holidays in India. We publish the holiday list to clients at the start of each calendar year.
Extended and 24×7 cover is available as a priced add-on. It is not included by default, and we would rather say so here than have you discover it at 2am.
3. Severity definitions
Severity is determined by business impact, not by how urgent the request feels. We will tell you if we disagree with your classification, and we will start work at the higher of the two while we discuss it.
| Severity | Definition | Example |
|---|---|---|
| S1 — Critical | Production is down, or data integrity is at risk. No workaround. | Customers cannot log in; payments are failing. |
| S2 — Major | A core function is unusable. A workaround exists but is costly. | Invoices generate but will not export. |
| S3 — Minor | A non-core function is broken or degraded. | A report shows the wrong sort order. |
| S4 — Request | A question, a cosmetic issue, or a change request. | A label needs rewording. |
4. Response and resolution targets
Response means a human being has read the ticket, classified it, and told you what happens next — not an automated acknowledgement. Resolution means the issue is fixed or a permanent workaround is in place.
| Severity | Response target | Resolution target | Update frequency |
|---|---|---|---|
| S1 | 1 business hour | 8 business hours | Hourly |
| S2 | 4 business hours | 2 business days | Daily |
| S3 | 1 business day | Next scheduled release | Weekly |
| S4 | 2 business days | By agreement | On change |
Resolution targets assume we can reproduce the issue and have the access needed to fix it. Where a fix depends on a third party — a payment gateway, a government API, a hosting provider — the target pauses while we wait on them, and we tell you that it has paused rather than letting the clock run silently.
5. Uptime
For products Sedwis hosts, we target 99.5% monthly availability, measured as successful responses to an external health check at one-minute intervals, excluding scheduled maintenance.
We publish the target we can actually meet on the infrastructure a client is paying for. A higher figure is available on architectures built for it — that is a design and cost conversation, not a checkbox.
Availability excludes:
- Scheduled maintenance, announced at least 72 hours in advance and scheduled outside business hours wherever possible
- Failures in third-party services outside our control
- Issues caused by client-side changes made without our involvement
- Force majeure
6. Scheduled maintenance
Routine maintenance runs outside business hours with at least 72 hours' notice. Emergency maintenance — a security patch that cannot wait — may run with shorter notice, and we will tell you why.
7. Backups and recovery
For hosted products: daily automated backups with 30-day retention, a recovery point objective (RPO) of 24 hours and a recovery time objective (RTO) of 8 hours. Restores are tested quarterly — an untested backup is not a backup.
8. Escalation
If a target is missed or you are not satisfied with progress, escalate in this order. Each step has a named owner on your engagement, given to you at kick-off.
- Level 1 — your delivery lead, immediately
- Level 2 — Head of Delivery, after 4 business hours without adequate progress
- Level 3 — Managing Director, after 1 business day
Escalation is not a complaint and does not affect your commercial relationship with us. It exists to be used.
9. Service credits
Where an availability commitment is missed in a billing month, service credits apply against the following month's fee:
| Monthly availability | Credit |
|---|---|
| 99.0% – 99.49% | 5% of monthly fee |
| 95.0% – 98.99% | 10% of monthly fee |
| Below 95.0% | 25% of monthly fee |
Credits are the agreed remedy for missed availability and must be claimed within 30 days of the affected month. They are applied automatically where our own monitoring shows the breach — you should not have to notice it first.
10. Your responsibilities
These targets depend on a few things from your side:
- Report issues through the agreed channel, so they are tracked and timed
- Give us enough detail to reproduce the problem
- Keep the access we need current — an expired credential pauses the clock
- Nominate someone who can make decisions during an incident
11. What is not covered
- New features and changes to agreed scope — these are quoted separately
- Issues in systems we did not build and are not contracted to maintain
- Third-party software licensing, renewals or their own outages
- Training beyond the handover included in the original engagement
12. Contact
Sedwis Software Pvt. Ltd. — registered office: Budheswari Bhawan, Near Koklamari Post Office, Koklamari, Malda, Englishbazar, West Bengal 732208, India. CIN U62099WB2025PTC280674.
Support and escalation: contact@sedwis.com · +91 97351 96611