Service Level Agreement (SLA)
This Service Level Agreement (SLA) outlines the services provided by Brillsoftwares and sets forth the expectations for service availability, support response, and resolution times. By using our services, you agree to the terms specified below.
1. Scope of Services
Brillsoftwares offers a variety of services, including but not limited to:
Website Development
App Development
Digital Marketing (SEO, PPC, Social Media)
Chatbot Solutions
Rebranding
Social Media Management
These services are provided based on mutually agreed-upon contracts or orders. This SLA is applicable to all clients receiving these services.
2. Service Availability
Brillsoftwares strives to provide consistent and reliable services with the following availability targets:
Uptime Guarantee: We guarantee that our services will be available 99.5% of the time during each calendar month. This excludes scheduled maintenance, as well as downtime caused by circumstances beyond our control (such as force majeure or third-party service failures).
Scheduled Maintenance: Clients will be notified of any scheduled maintenance at least 48 hours in advance. Maintenance will typically occur outside of normal business hours to minimize disruptions.
Unscheduled Downtime: In the event of unscheduled downtime, we will work diligently to restore services as soon as possible and keep clients informed of progress.
3. Support and Response Times
Brillsoftwares is committed to addressing client inquiries and issues promptly. Our response times are as follows:
Urgent Issues (Critical service outages, security incidents): Response within 2 hours during business hours.
High-Priority Issues (Significant service disruptions): Response within 4 hours during business hours.
Normal Issues (Minor bugs, general questions): Response within 1 business day.
Our business hours are [Insert Business Hours], [Insert Timezone]. Support outside of these hours may be available at Brillsoftwares’ discretion for critical issues.
4. Resolution Targets
We aim to resolve service-related issues based on the severity and complexity:
Critical Issues (Service outages): Resolved within 8 hours.
High-Priority Issues (Performance issues, significant bugs): Resolved within 24 hours.
Normal Issues (Minor bugs, feature requests): Resolved within 3 business days.
If additional time is required for resolution, we will notify clients with an estimated completion time.
5. Client Responsibilities
To ensure the best service experience, clients are expected to:
Provide timely feedback, approvals, and access to necessary resources.
Notify Brillsoftwares of any service issues promptly.
Ensure any third-party software, hardware, or services integrated with Brillsoftwares' solutions are properly maintained.
6. Performance Monitoring
Brillsoftwares will actively monitor service performance and system uptime to ensure compliance with the targets specified in this SLA. If any performance issues arise, Brillsoftwares will take immediate steps to resolve them.
7. Service Credits
If Brillsoftwares fails to meet the uptime guarantee of 99.5% in any given month, clients may request a service credit as compensation. The credit will be calculated as 5% of the monthly service fee for each percentage point below the guaranteed uptime.
Service credits must be requested within 30 days following the month in which the service level failure occurred and will be applied to future invoices.
8. Exclusions
This SLA does not apply to the following situations:
Issues caused by the Client’s equipment, network, or third-party services.
Downtime due to scheduled maintenance, which will be communicated in advance.
Force majeure events, including natural disasters, strikes, or events beyond Brillsoftwares’ control.
Client failure to follow agreed service protocols or instructions.