Service Level Agreement (SLA)


Effective Date: 05 April 2025

This Service Level Agreement (SLA) outlines the service commitments, uptime guarantees, support response times, and maintenance procedures for AuditWise, a SaaS product offered by N53 Techlabs LLC, a Delaware-based company.

N53 Techlabs LLC is incorporated in Delaware, USA. Development and operational services are provided by our India-based partner, N53 TechWorks LLP.

This SLA applies to all customers subscribed to the AuditWise platform.


1. Service Availability (Uptime Commitment)

1.1 Uptime Guarantee

N53 Techlabs LLC commits to maintaining a 99.5% uptime for the AuditWise platform, excluding scheduled maintenance and force majeure events.

1.2 Uptime Calculation

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

1.3 Exclusions

  • Scheduled maintenance (with prior notice)
  • Force majeure events (natural disasters, cyberattacks, government actions, etc.)
  • Downtime due to user misconfiguration or third-party service failures


2. Support & Response Times

2.1 Support Channels

Support is available via:

2.2 Severity Levels & Response Times

  • Critical: Complete platform outage – ≤ 4 business hours
  • High: Major functionality affected – ≤ 1 business day
  • Medium: Minor issues, partial impact – ≤ 2 business days
  • Low: Cosmetic or informational requests – ≤ 3 business days


3. Maintenance & Updates

3.1 Scheduled Maintenance

  • Performed during non-peak hours
  • At least 48 hours’ notice will be provided via email or platform notifications

3.2 Emergency Maintenance

  • Applied when critical vulnerabilities arise
  • Downtime is minimised where possible


4. Service Credits

4.1 Eligibility

Customers may be eligible for service credits if uptime falls below the 99.5% threshold (excluding defined exceptions).

4.2 Credit Request Process

  • Submit a request to support@auditwise.io within 15 days of the incident
  • Credits apply to future invoices only and are non-refundable

5. Limitation of Liability

  • The Company shall not be liable for indirect, incidental, or consequential damages.
  • Total liability shall not exceed the total fees paid by the customer in the preceding six (6) months.


6. Governing Law & Dispute Resolution

This SLA is governed by the laws of the State of Delaware, United States.

Disputes shall first be resolved through good-faith arbitration before pursuing litigation.

For service delivery issues managed by N53 TechWorks LLP, applicable Indian law may apply.


7. SLA Updates

N53 Techlabs LLC may update this SLA periodically. Continued use of the Platform after changes are posted constitutes acceptance of the revised terms.


8. Contact Us