Service Level Agreement
Our commitments to service uptime, database support levels, and technical response times.
This Service Level Agreement (SLA) outlines the technical performance, support resolution timelines, and service uptime commitments offered by Digisoft Services to clients utilizing our Tally on Cloud hosting and IT maintenance services.
1. Cloud Server Uptime Commitment
- Digisoft Services guarantees a 99.9% Uptime SLA for our managed Tally on Cloud server environments on a monthly calculation basis.
- This SLA excludes scheduled maintenance windows (conducted during off-peak hours, usually 12:00 AM to 4:00 AM IST on weekends, notified at least 24 hours in advance) and force majeure events.
2. Technical Support Response & Resolution
Support issues are classified according to severity levels, with response times managed accordingly:
| Severity Level | Description | Target Response | Resolution Target |
|---|---|---|---|
| Critical (P1) | Server completely down or data inaccessible. | < 30 Minutes | < 4 Hours |
| High (P2) | Slow server performance, printing or export errors. | < 2 Hours | < 12 Hours |
| Standard (P3) | General licensing questions, new user setups. | < 4 Hours | < 24 Hours |
3. Backup Schedules & Recovery Objectives
- Daily Automated Backups: Database snapshots are captured once every 24 hours and retained securely on redundant backup servers.
- RPO (Recovery Point Objective): Maximum data exposure of 24 hours under catastrophic hardware failures.
- RTO (Recovery Time Objective): Virtual machine image restoration completed within 4 hours of disaster declaration.
4. Support Contact Channels
Support requests must be raised via our verified phone line at +91 96505 31116 or by email to our helpdesk at connect@digisofts.com to ensure proper tracking and ticketing validation.