Service Level Agreement (Sla)

This Service Level Agreement forms part of the overall service framework governing the delivery of the Mera Work platform.

• The Mera Work web application
• Associated system services
• Customer support services
• System availability and uptime
• Incident response and resolution

This SLA applies only to services under the operational control of
AAPNA Infotheek Private Limited.

99% monthly uptime.

This uptime commitment applies to the production environment of the Mera Work platform.

The uptime commitment is measured on a monthly basis.

Uptime Percentage =
(Total Available Minutes − Downtime) ÷ Total Available Minutes × 100

Total Available Minutes means the total number of minutes
in a calendar month.

Downtime is measured from: The time a verified incident is recorded until the time service functionality is restored.

Downtime does not include:

• Scheduled maintenance
• Emergency maintenance
• Customer network issues
• Internet service provider failures
• Third-party service disruptions
• User configuration errors
• Force majeure events

Where feasible, the Company shall provide prior notice of scheduled maintenance.

Typical maintenance windows may include:

• Non-business hours
• Weekends
• Low-usage periods

Scheduled maintenance shall not be counted as downtime.

• Security vulnerabilities
• System stability risks
• Data integrity concerns
• Infrastructure failures

Emergency maintenance shall not be counted as downtime.

Monday to Friday: 08:00 AM to 10:00 PM (IST)

Support may be accessed through:

• Support portal
• Email
• Authorized communication channels

Support requests received outside support hours will be addressed on the next business day.

Severity Level 1 – Critical

System unavailable or major functionality completely disrupted.

• System outage
• Login failure
• Data processing failure

Response Target: Within 1 hour

Resolution Target: Within 6 hours

Severity Level 2 – High

Major functionality impaired but system remains partially operational.

Examples:

• significant performance degradation
• Reporting errors
• Service instability

Response Target: Within 2 hours

Resolution Target: Within 12 hours

Severity Level 3 – Medium

Limited functionality issue with available workaround.

Examples:

• Feature malfunction
• Non-critical performance issue

Response Target: Within 4 hours

Resolution Target: Within 24 hours

Severity Level 4 – Low

General inquiries, minor issues, or cosmetic defects.
Examples:

• User guidance request
• Interface issue
• Documentation clarification

Response Target: Within 1 business day

Resolution Target: Next planned release cycle

• Level 1: Customer Support Executive & Initial troubleshooting and ticket handling.
• Level 2: Support Team Lead & Technical investigation and coordination.
• Level 3: Technical Manager or Product Manager & Advanced technical resolution.
• Level 4: Senior Management & Executive level review and decision making.

Backup practices may include:

• Automated system backups
• Secure storage of backup data
• Periodic validation of backup integrity

Backup frequency and retention periods are managed in accordance with operational and security policies.

Recovery Time Objective

Service restoration within: 24 hours

Recovery Point Objective

Maximum potential data loss limited to: 24 hours

These targets represent operational goals and not guaranteed outcomes.

Service credits are calculated as follows:

• Uptime Level
• Service Credit
• Below 99 percent 5 percent of monthly subscription fee
• Below 98 percent 10 percent of monthly subscription fee
• Below 95 percent 15 percent of monthly subscription fee

Service credits:

• Apply only to the affected billing period
• Must be requested in writing
• Cannot be converted to cash
• Shall be applied to future invoices

25% of the monthly subscription fee.

Service credits are the sole remedy for availability issues.

• Maintain compatible systems and infrastructure
• Ensure stable internet connectivity
• Properly configure system settings
• Report incidents promptly
• Maintain data backups where necessary

• Customer hardware or network failures
• Internet connectivity issues
• Third-party service provider failures
• Misuse of the platform
• Unauthorized system modifications
• Cyber attacks outside Company control
• Force majeure events

Such modifications shall not reduce the overall service commitment without reasonable notice.

The total liability of AAPNA Infotheek Private Limited shall not exceed the subscription fees paid by the Customer during the preceding twelve months.

Service credits described in this Service Level Agreement represent the Customer’s sole and exclusive remedy for service availability issues.

• natural disasters
• power failures
• network outages
• government actions
• labor disputes
• cyber incidents
• pandemics

Updated versions shall be published on the official website.

Continued use of the platform constitutes acceptance of the revised Service Level Agreement.