Service Level Agreement
Service Level Agreement
Last updated: December 2024
Agreement Overview
This Service Level Agreement (“SLA”) is between QCecuring Technologies Private Limited (“QCecuring,” “we,” “us,” or “our”) and our customers (“Customer,” “you,” or “your”) who subscribe to our services. This SLA outlines our commitment to service availability, performance standards, and support.
Service Availability
Uptime Commitment
We commit to maintaining 99.9% uptime for our core services, calculated on a monthly basis. This means our services will be available for at least 99.9% of the time during any given month.
Service Availability Calculation
Service availability is calculated as follows:
Availability = (Total Minutes - Downtime Minutes) / Total Minutes × 100Where:
- Total Minutes = Total minutes in the measurement period
- Downtime Minutes = Minutes during which the service was unavailable due to QCecuring’s infrastructure or application issues
Exclusions from Uptime Calculation
The following are excluded from uptime calculations:
- Scheduled maintenance windows (with 48-hour advance notice)
- Emergency maintenance (with reasonable advance notice when possible)
- Customer-caused outages
- Third-party service outages beyond our control
- Force majeure events
- Network issues outside our infrastructure
PERFORMANCE STANDARDS
Response Time Commitments
- API Response Time: 95% of API calls will respond within 200ms
- Web Interface Load Time: 95% of page loads will complete within 2 seconds
- Database Query Performance: 95% of database queries will execute within 100ms
Throughput Commitments
- API Rate Limits: Support for up to 10,000 requests per minute per customer
- Concurrent Users: Support for up to 1,000 concurrent users per customer
- Data Processing: Process up to 1 million records per hour
SUPPORT LEVELS
Support Channels
We provide support through the following channels:
- Email Support: info@qcecuring.com
- Emergency Support: Available for critical issues
Support Response Times
| Priority Level | Response Time | Resolution Time |
|---|---|---|
| Critical (P1) | 1 hour | 4 hours |
| High (P2) | 4 hours | 24 hours |
| Medium (P3) | 24 hours | 72 hours |
| Low (P4) | 72 hours | 1 week |
Priority Definitions
- Critical (P1): Service completely down or major functionality unavailable
- High (P2): Significant functionality impacted but workarounds available
- Medium (P3): Minor functionality issues with workarounds available
- Low (P4): General questions, feature requests, or minor issues
SERVICE CREDITS
Service Credit Eligibility
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Uptime Percentage | Service Credit |
|---|---|
| 99.0% - 99.8% | 5% of monthly service fee |
| 95.0% - 98.9% | 10% of monthly service fee |
| 90.0% - 94.9% | 25% of monthly service fee |
| Below 90.0% | 50% of monthly service fee |
Service Credit Process
- Submit a service credit request within 30 days of the incident
- Include details of the outage and impact
- Credits will be applied to your next billing cycle
- Maximum service credit per month is 50% of monthly service fee
DATA PROTECTION AND SECURITY
Data Backup
- Daily Backups: Full system backups performed daily
- Retention Period: Backups retained for 30 days
- Recovery Time: Data recovery within 4 hours for critical systems
Security Measures
- Encryption: All data encrypted in transit and at rest
- Access Controls: Role-based access controls implemented
- Monitoring: 24/7 security monitoring and alerting
- Compliance: Adherence to industry security standards
MAINTENANCE WINDOWS
Scheduled Maintenance
- Frequency: Monthly maintenance windows
- Duration: Maximum 4 hours per window
- Notice: 48-hour advance notice provided
- Timing: Typically scheduled during low-usage periods
Emergency Maintenance
- Notice: Reasonable advance notice when possible
- Communication: Updates provided via email and status page
- Duration: Minimized to essential repairs only
MONITORING AND REPORTING
Service Monitoring
- 24/7 Monitoring: Continuous monitoring of all critical systems
- Automated Alerts: Immediate notification of service issues
- Performance Metrics: Real-time tracking of service performance
Monthly Reports
We provide monthly service reports including:
- Service availability percentage
- Performance metrics
- Incident summaries
- Planned maintenance schedule
SERVICE TERMINATION
Termination by Customer
- Notice Period: 30 days written notice required
- Data Export: Customer data export available for 30 days post-termination
- Final Billing: Prorated billing for partial months
Termination by QCecuring
We may terminate service for:
- Non-payment of fees
- Violation of terms of service
- Illegal or harmful use of services
- 30 days written notice provided (except for immediate violations)
LIMITATION OF LIABILITY
Our liability under this SLA is limited to service credits as outlined above. We are not liable for:
- Indirect or consequential damages
- Loss of profits or business opportunities
- Data loss beyond our backup retention period
- Third-party service outages
SLA MODIFICATIONS
We may modify this SLA with 30 days written notice. Material changes will be communicated via email and posted on our website.
CONTACT INFORMATION
For SLA-related questions or service credit requests:
QCecuring Technologies Private Limited
D-9B, Vikas Nagar
Uttam nagar, New Delhi 110059
India
Email: info@qcecuring.com
Support Hours: Monday - Friday, 10:00 AM - 6:00 PM IST
This SLA is effective as of October 2025 and supersedes all previous versions.