OPERATIONS · SLA FRAMEWORK
SLAs that survive a Friday night.
Our SLA framework is published, not buried. Response, resolution and uptime commitments scale by service tier. Penalties for missed SLAs are real — and we publish them.
→STANDARD SLA TIERS
Four tiers. Documented commitments.
PLATINUM
Mission-critical · Tier-1 BFSI
- Response5 min · 24/7
- P1 Resolution1 hour
- Uptime99.99%
- Account teamDedicated
- EscalationExecutive committee
GOLD
Regulated enterprise · Standard
- Response15 min · 24/7
- P1 Resolution2 hours
- Uptime99.95%
- Account teamNamed
- EscalationPractice lead
SILVER
Mid-market · Business hours +
- Response30 min · Business hours
- P1 Resolution4 hours
- Uptime99.9%
- Account teamPooled
- EscalationAccount manager
BRONZE
Project-based · Standard
- Response1 hour · Business hours
- P1 Resolution8 hours
- Uptime99.5%
- Account teamHelpdesk
- EscalationStandard ticket
→HOW WE MEASURE
Measured. Reported. Penalty-bound.
SLA performance is measured against unambiguous definitions, calculated monthly, and reported to clients with full transparency. SLA breaches trigger documented service credits without requiring a client to invoke them.
Quarterly business reviews include trended SLA performance, root-cause analysis for any breach, and the corrective-action plan. We do not hide our misses — and we have the operating discipline to act on them.