Service Level Agreement (SLA)
Last updated: September 15, 2026
Overview
This SLA outlines the support and service standards clients can expect from agency.in for any ongoing engagement, including response times, availability, and how issues get escalated and resolved.
Definitions
"Urgent issue" means a problem affecting a live, client-facing system. "Standard request" means a non-urgent question or change request that doesn't affect a live system's operation.
Service Availability
We aim for consistent uptime and availability across any systems we build and maintain, as specified in your service tier. Specific uptime commitments, if any, are detailed in your individual service agreement.
Support Response Times
Standard support requests are acknowledged within one business day. Urgent issues affecting a live system are prioritized and addressed as quickly as possible, typically within a few hours during business days.
Maintenance Windows
Planned maintenance is scheduled outside business hours where possible, and clients are notified in advance so there are no surprises around expected downtime.
Escalation Process
Unresolved issues can be escalated directly to your account contact for faster attention. If an issue remains unresolved beyond the expected timeframe, it gets escalated internally to a senior team member.
Exclusions
This SLA doesn't cover issues caused by third-party tools, client-side changes made without notifying us, or factors outside our reasonable control, such as outages on platforms we integrate with but don't operate.
Reporting
Clients on an ongoing support arrangement receive periodic reporting on system performance and any issues addressed during the period, so there's visibility into what's being maintained.
Review and Updates
This SLA may be reviewed and updated periodically, particularly as a client's service tier or scope changes. Any changes are communicated directly rather than published without notice.
Client Responsibilities
Meeting the response times in this SLA depends on clients providing timely access to systems and information needed to diagnose and resolve an issue. Delays on the client side may extend expected resolution times accordingly.
Communication Channels
Support requests should go through the agreed channel for your engagement, typically email or a shared support inbox, so requests are tracked and don't get missed in an informal chat thread.
Monitoring
For systems we actively maintain, we monitor for issues proactively where possible, rather than relying solely on clients to report problems as they arise.
Out-of-Scope Requests
New feature requests or scope changes beyond the original agreement are handled as separate work, scoped and quoted individually rather than folded into standard support.
Business Hours
Standard support operates during regular business hours, India Standard Time. For clients in the US and Europe, we schedule a portion of the team's hours to overlap with US Eastern and Central European time. For clients in Australia and New Zealand, we maintain early-morning IST coverage that aligns with Australian Eastern time. Specific coverage windows are confirmed in your individual agreement.
Multi-Channel Support
Depending on your engagement, support may be available through email, a shared support inbox, or a messaging channel agreed with your account contact. Using the agreed channel helps requests get tracked and resolved on schedule.
Client Success Reviews
For ongoing engagements, we schedule periodic check-ins to review how well the system is performing against the outcomes we originally agreed on, not just whether it's technically still running.
Data Backup and Recovery
For systems we build and maintain, we follow reasonable backup practices so that data and configurations can be recovered in the event of an unexpected failure.
Change Requests
Minor adjustments to an existing system are typically handled as part of standard support. Larger changes are scoped and estimated separately so pricing stays transparent on both sides.
Service Credits
Where a specific uptime or response commitment is included in your individual agreement and isn't met, any applicable service credit is calculated and applied as described in that agreement, not as a blanket policy here.
Contact
Support and SLA questions can be sent to our contact page.