XALEN Technology Private LimitedThis Service Level Agreement ("SLA") is Exhibit A to the MSA between XALEN Technology Private Limited ("Vedika") and the Customer named in the Order Form ("Customer"). Capitalised terms have the meanings in the MSA.
1. Status of this SLA
1.1 Targets only. This SLA describes Vedika's availability and support targets for the production Service. Vedika pursues them with commercially reasonable efforts. Missing a target is not a breach of the Agreement and gives no right to a credit, refund or other remedy (MSA clause 2.4).
1.2 Order of precedence. If the Agreement documents conflict, they apply in this order: (1) the Special Terms of the Order Form; (2) the DPA, on personal-data matters only; (3) the MSA, including the rest of the Order Form; (4) the SLA; (5) policies and Documentation.
2. Availability
2.1 Aim. Vedika aims to keep the production Service available at all times other than maintenance. The Service runs on multi-region infrastructure with automatic routing, and failover is automatic and best effort.
2.2 Maintenance. Vedika aims to give at least 7 days' notice, by email to Customer's technical contact, of planned maintenance expected to cause downtime, and to do it in a low-traffic window. Emergency maintenance for security, safety or legal reasons may happen without notice.
2.3 Not covered. Beta features, Customer's applications and networks, use in breach of the Agreement, suspension under MSA clause 6.1 or MSA clause 6.2, force majeure and causes outside Vedika's reasonable control fall outside these targets. Throughput is limited to the rate limits in the Order Form or the Documentation.
3. Support
3.1 Channels. Customer can reach support in the dashboard or at support@vedika.io.
3.2 Response targets. Vedika aims to respond to a report within these times:
| Severity | Meaning | First response target |
|---|---|---|
| P0 | Service unavailable to all customers | 30 minutes, 24×7 |
| P1 | Service materially degraded or a critical feature unavailable | 1 hour, business hours |
| P2 | Non-critical feature unavailable, with a workaround | 4 business hours |
| P3 | Minor, cosmetic or documentation issue | 1 business day |
3.3 Business hours. Business hours are 9:00 to 18:00 IST, Monday to Friday, excluding Maharashtra public holidays.
4. Changes
4.1 Updates. Vedika may update this SLA under MSA clause 2.2.
Contact
Vedika Intelligence · XALEN Technology Private Limited · SN56/8/9A704 Gagan Unnati, Soc Katraj Kondhwa Rd, Kondhwa BK, Pune, Maharashtra 411048, India · support@vedika.io · legal@vedika.io