Service Level Agreement

This Service Level Agreement ("SLA") between TradeNovaTech ("Provider") and the subscribing organization ("Customer") defines the expected service levels for NovaHR. This SLA is part of the SaaS Subscription Agreement.

1 Service Availability

Metric	Target
Monthly Uptime	99%
Planned Maintenance Window	Sunday 12:00 AM – 4:00 AM IST
Emergency Maintenance	Notified via email 2 hours in advance where possible
Data Backup Frequency	Daily automated backups

2 Support Response Times

Priority	Description	Response Time
Critical	Platform completely down, data loss	4 hours
High	Major feature not working, billing issue	8 business hours
Medium	Minor feature issue, UI bug	2 business days
Low	General query, feature request	3 business days

Support hours: Monday to Saturday, 9:00 AM – 6:00 PM IST

3 Exclusions

The following are excluded from uptime calculations:

Scheduled maintenance windows
Downtime caused by third-party services (Razorpay, SMTP, internet providers)
Force majeure events (natural disasters, government actions)
Customer-caused issues (incorrect configuration, misuse)
Issues arising from Customer's internet connectivity

4 Service Credits

If monthly uptime falls below 99%, Customer may request a service credit:

Uptime	Credit
95% – 99%	10% of monthly fee
90% – 95%	25% of monthly fee
Below 90%	50% of monthly fee

Credits must be requested within 7 days of the incident via support@tradenovatech.com. Credits are applied to the next billing cycle.

5 How to Report Issues

Email: support@tradenovatech.com
Include: Company name, issue description, screenshots if applicable
For critical issues, mark email subject as [CRITICAL] NovaHR Issue

6 Contact

support@tradenovatech.com
Noida, Uttar Pradesh, India
UDYAM-UP-28-0225948