This describes the service levels iSKEL Tech Solutions Private Limited commits to for hosted services and support plans. It applies where your agreement with us refers to it. Where a signed agreement sets different levels, that agreement governs.
Support hours
Support is staffed Monday to Friday, 9:00 AM – 6:00 PM IST, excluding public holidays. Requests raised outside those hours are picked up at the start of the next business day, and the response clock starts then.
Raise a request by writing to contact@iskeltechsolutions.com. Tell us what you expected, what happened, and who is affected — a request we can reproduce is resolved far faster than one we have to guess at.
Response targets
We commit to a response time, not a resolution time. A response means a person has read your request, assessed it, and replied with what happens next. We deliberately do not promise a resolution time: how long a fix takes depends on what is broken, and a number invented for a document would not be a commitment either of us could rely on.
| Severity | What it means | First response | Updates |
|---|---|---|---|
| P1 — Critical | The system is down, or a core business process cannot run at all, and there is no workaround. | 2 business hours | Every 4 business hours until resolved or downgraded |
| P2 — High | A major function is impaired or significantly degraded, but a workaround exists. | 1 business day | Daily |
| P3 — Normal | A non-critical fault, a question, or a minor function not behaving as documented. | 3 business days | As progress is made |
| P4 — Low | A cosmetic issue, a documentation gap, or a request for an enhancement. | 5 business days | Reviewed in planning |
We set the severity based on business impact, not on how the request was worded. If you disagree with our assessment, say so and we will review it.
Availability
For hosted services we target 99.5% availability per calendar month, measured as the proportion of the month the service responds to requests, excluding the circumstances listed below.
What does not count against availability
- Scheduled maintenance notified at least 48 hours in advance
- Emergency security patching, notified as soon as practicable
- Failures in the customer's own network, devices or third-party integrations
- Force majeure, and outages at an upstream infrastructure provider
Maintenance
Planned maintenance normally happens Sundays, 01:00 – 05:00 IST, and we give at least 48 hours' notice. Security patching that cannot safely wait is applied as soon as it is available, and we tell you as soon as we can.
Backups
Hosted environments are backed up daily and backups are retained for 30 days. Restoring from backup is a recovery mechanism, not a substitute for your own records — and a restore returns the system to the moment of the backup, which means work done after it is lost.
If you need a restore, ask as early as possible. The older the backup, the more you stand to lose.
Service credits
If we miss the availability target in a calendar month, you may request a service credit against your next invoice. Credits are calculated on the monthly fee for the affected service:
| Monthly availability | Credit |
|---|---|
| Below 99.5% but at or above 99.0% | 10% of the monthly fee |
| Below 99.0% but at or above 95.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
Request a credit within 30 days of the end of the affected month. Credits are applied against future invoices rather than paid out, and are the sole remedy for missed availability. Credits are not available for any period in which your account is suspended for non-payment or for breach of our Acceptable Use Policy.
What we need from you
These levels assume a few things at your end. We cannot hold to them if:
- We do not have a named contact who can answer questions about the problem.
- We are denied access needed to diagnose it.
- The fault is in your network, your devices, or a third-party system you have connected.
- You have modified the environment in ways not agreed with us.
- You are running a version we no longer support, having declined available updates.
What this does not cover
This agreement covers availability and support responsiveness. It is not a warranty that the software is free of defects, and it does not extend to new development, change requests, or training — those are quoted separately. Liability for a missed service level is limited to the credits described above, and otherwise subject to the limits in our Terms of Service.
Questions about this policy?
Write to us at contact@iskeltechsolutions.com and we will respond within 30 days, as required under the Digital Personal Data Protection Act, 2023.
ISKEL TECH SOLUTIONS PRIVATE LIMITED · CIN U62011UW2026PTC257890
Noida, Uttar Pradesh, India