Service Level Agreement

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Effective Date: 30 April 2025

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This Service Level Agreement (SLA) outlines the service commitments, uptime guarantees, support response times, and maintenance schedules for AuditWise, a product of ByteWise Techlabs LLP. This SLA applies to all customers who have subscribed to the AuditWise platform.

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1. Service Availability (Uptime Commitment)

1.1 Uptime Guarantee

ByteWise Techlabs LLP commits to maintaining a 99.5% uptime for the AuditWise platform, excluding scheduled maintenance and force majeure events.

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1.2 Uptime Calculation

Uptime is calculated as:
(Total Minutes in a Month − Downtime Minutes) / Total Minutes in a Month * 100%

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1.3 Exclusions

The uptime guarantee does not include:

• Scheduled maintenance (with prior notice).

• Force majeure events (natural disasters, cyberattacks, government restrictions, etc.).

• Downtime caused by user misconfiguration or third-party service failures.

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2. Support & Response Times

2.1 Support Channels

AuditWise support is available through:

• Email: support@auditwise.io

• During business hours (9 AM - 6 PM IST, Monday to Friday).

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2.2 Severity Levels & Response Times

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3. Maintenance & Updates

3.1 Scheduled Maintenance

• Routine maintenance is performed during non-peak hours.

• Advance notice of at least 48 hours will be provided via email or platform notifications.

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3.2 Emergency Maintenance

• In case of security vulnerabilities or critical patches, emergency maintenance may occur.

• Efforts will be made to minimize disruption.

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4. Service Credits

4.1 Eligibility for Service Credits

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4.2 Credit Request Process

• Customers must submit a service credit request within 15 days of the incident.

• Service credits apply only to future invoices and are non-refundable.

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5. Limitation of Liability

• ByteWise Techlabs LLP is not liable for indirect, incidental, or consequential damages.

• Total liability is limited to the fees paid in the preceding six (6) months.

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6. Governing Law & Dispute Resolution

• The laws of Noida, Uttar Pradesh, India, govern this SLA.

• Disputes shall first be resolved through arbitration before litigation.

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7. Changes to SLA

ByteWise Techlabs LLP may update this SLA periodically. Updates are effective upon posting. Continued use of AuditWise constitutes acceptance.

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8. Contact Us

For SLA-related inquiries, contact:

• Support Email: support@auditwise.io

• Compliance Email: compliance@auditwise.io

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Thank you for trusting AuditWise!

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