Service Level Agreement
Our uptime commitments, response targets, and service credit terms.
Effective date: 1 January 2025
This Service Level Agreement applies to all active managed service engagements with MINTERA Technologies Pvt. Ltd. Specific SLA targets for a given engagement are confirmed in the Statement of Work (SOW) or Service Agreement; this document provides the default framework where no other targets are specified.
Uptime Commitments
Monthly uptime is calculated as: ((total minutes − downtime minutes) / total minutes) × 100
| Service | Monthly Uptime SLA |
|---|---|
| Managed Hosting & Web Servers | 99.9% |
| Cloud Infrastructure (AWS / Azure / GCP) | 99.9% |
| Microsoft 365 Managed Services | 99.9% |
| Backup & Disaster Recovery | 99.5% |
| CCTV & Surveillance Systems | 99.5% |
| Network & Connectivity (managed links) | 99.0% |
Incident Response Times
Response time is measured from the moment an incident is logged via our support channel. 24/7 coverage applies to P1 and P2 incidents.
P1 — Critical
Complete service outage or critical security breach affecting production systems.
Initial response
≤ 1 hour
Target resolution
≤ 4 hours
P2 — High
Significant degradation of service performance or partial outage impacting core functionality.
Initial response
≤ 4 hours
Target resolution
≤ 8 hours
P3 — Medium
Non-critical issue causing minor impact to operations; a workaround is available.
Initial response
≤ 8 hours
Target resolution
≤ 24 hours
P4 — Low
Cosmetic issue, feature request, or general query with no operational impact.
Initial response
≤ 24 hours
Target resolution
≤ 72 hours
Maintenance Windows
Standard maintenance is performed during low-traffic windows: 02:00 – 05:00 IST (Sunday).
Emergency patching for critical security vulnerabilities may occur outside this window with the shortest possible notice.
Planned maintenance is communicated at least 48 hours in advance via email and does not count against uptime SLA calculations.
Service Credits
If we fail to meet the uptime SLA in a calendar month, you are eligible for a credit applied to your next invoice. Credits must be claimed within 30 days of the incident.
| Monthly downtime | Service credit |
|---|---|
| < 0.1% (meets SLA) | None |
| 0.1% – 0.5% | 5% of monthly fee |
| 0.5% – 1.0% | 10% of monthly fee |
| 1.0% – 2.0% | 20% of monthly fee |
| > 2.0% | 30% of monthly fee |
Credits are the sole remedy for SLA breaches and do not entitle the client to a cash refund.
SLA Exclusions
The following are excluded from SLA calculations:
- —Scheduled maintenance windows (communicated ≥ 48 hours in advance)
- —Force majeure events — natural disasters, power grid failures, civil unrest
- —Issues caused by client-side configuration changes made without MINTERA's involvement
- —Third-party service outages outside our control (ISP, cloud provider upstream incidents)
- —Security incidents caused by client-provided credentials or access policies
- —Services outside the scope of the active service agreement
Escalation Path
support@mintera.in or +91 96666 35556
First point of contact for all incidents
Escalation within 30 min for unresolved P1/P2
Senior engineer assigned to incident
info@mintera.in
For unresolved critical incidents or SLA disputes
SLA enquiries & credit claims
To report an SLA breach or request a service credit, contact us with the incident details and the affected time window.
info@mintera.in