Service Level Agreement

This Service Level Agreement (“SLA”) outlines the support, maintenance, service delivery commitments, and responsibilities between Dreamz Technology (“Service Provider”, “we”, “our”, “us”) and the Client (“you”, “your”).

This SLA applies to all IT, software, web development, app development, and digital services provided by the Company unless stated otherwise in a separate project contract.

1. Purpose of the SLA

The purpose of this SLA is to:

Define service standards and quality expectations
Ensure clarity on support response times
Outline responsibilities of both parties
Maintain transparency in service delivery

Provide guidelines for issue handling, downtime, and maintenance

2. Scope of Services Covered

This SLA covers the following (as applicable based on project):

Website development & maintenance
Mobile app development
UI/UX design & updates
Backend/server management
Database management
Bug fixes & technical troubleshooting
Performance optimization
Hosting support (if included)
Security updates
Third-party API/SDK integrations
Annual Maintenance Contract (AMC) services

Any services outside the agreed scope will be treated as additional or billable work.

3. Service Availability

Standard service hours:
Monday to Saturday – 09:30 AM to 06:30 PM (IST)

Support during non-working hours is available only for critical issues affecting system functionality.

Planned maintenance may be scheduled outside working hours with prior communication.

4. Service Availability

Priority Level	Description	Response Time	Resolution Time*
P1 – Critical	System down, website/app not accessible, major functionality failure	1–2 hours	12–24 hours
P2 – High	Major features partially working or impacting business	4 hours	24–48 hours
P3 – Medium	Minor bugs, UI issues, non-critical glitches	24 hours	3–7 business days
P4 – Low	Design updates, enhancements, new features	24–48 hours	As per agreed timeline

*Resolution time may vary depending on scope, third-party integrations, hosting limitations, or dependencies.

5. Client Responsibilities

The client agrees to:

Provide timely approvals, feedback, project content, and access credentials
Ensure hosting/server credentials remain accessible
Not make unauthorized changes that may affect the system
Notify issues in a detailed manner (screenshots, exact steps, error messages)
Maintain backups if requested or required

Delays in inputs from the client may impact the project timeline.

6. Exclusions (Not Covered Under SLA)

The following are not covered unless explicitly added to AMC or a custom agreement:

New features or functional enhancements
Third-party system failures (hosting, payment gateways, APIs, plugins)
Malware/hacking recovery if caused by external instability or unmanaged hosting
Content writing or content upload (unless included in scope)
Design revamps or UI redesign
Migration from another platform
Server upgradation, migration, or reconfiguration
Third-party license renewals (themes, plugins, APIs)

Such requests will be treated as separate paid tasks.

7. Data Backup & Recovery

Backups are taken only if included in the project/AMC agreement.
If the client independently manages the server/hosting, data security becomes the client’s responsibility.
Recovery from client-side errors or hosting failure may incur additional charges.

8. Performance Metrics

The Service Provider aims to ensure:

Timely communication
Quality development practices
Stable and optimized performance
Transparent reporting on issues and solutions

However, performance may depend on third-party factors like hosting providers, network issues, API limits, etc.

9. Payment Terms

Support & maintenance services start only after full or milestone-based payment clearance.

Any overdue or pending payments may result in temporary suspension of services.

Additional tasks outside SLA will be billed separately.

10. Termination of SLA

Either party may terminate the SLA with 30 days’ written notice.
Immediate termination may occur if:

Payments remain unpaid beyond the agreed timeline
Misuse of systems or violation of terms
Breach of confidentiality

On termination, all services & support will be discontinued.

11. Liability Limitation

Dreamz Technology is not liable for:

Loss of business, revenue, or data
Hosting provider issues or downtime
Third-party failures (APIs, plugins, integrations)
Security issues caused by outdated software maintained by the client
Client-side code edits, unauthorized changes, or misconfigurations

Our total liability shall not exceed the amount paid by the client for the service.

12. Contact for Support

For any issues, support requests, or inquiries, please contact:

Dreamz Technology
Email: info@dreamztechnology.com
Website: https://dreamztechnology.com/