Service Level Agreement (SLA)
Effective Date: 01/03/2025
Last Updated: 27/11/2025
This Service Level Agreement (SLA) is between Nynedge Software Pvt. Ltd. ("Company", "we", "us", "our") and the subscribing organization ("Customer", "Client", "You") for the use of the Nynedge HR & Geofence App ("Service", "Platform").
This SLA defines service performance commitments, uptime standards, support response times, and responsibilities of both parties.
1. Definitions
- Service: Nynedge HR & Geofence App SaaS platform, including web and mobile applications.
- Customer: The organization or administrator subscribing to the Service.
- End Users: Employees or personnel using the App under Customer’s subscription.
- Downtime: Unavailability of the core service due to system failure.
- Scheduled Maintenance: Planned downtime for upgrades or improvements.
- Incident: Any unplanned interruption or degradation of service.
2. Service Availability (Uptime Guarantee)
We aim to provide the Service with 99.5% monthly uptime, excluding:
- Scheduled maintenance
- Third-party failures
- Customer infrastructure issues
- Force majeure events
2.1 Scheduled Maintenance
Notified at least 24 hours in advance, usually during low-traffic hours.
2.2 Emergency Maintenance
May occur without prior notice to ensure security or stability.
3. Support Services
We provide customer support via:
📧 Email: support@nynedge.com
🕒 Support Hours: Monday–Saturday, 10:00 AM – 7:00 PM IST
Response Time Goals
| Issue Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical (P1) | Service down, major outage, login failure | 2 hours | 4–12 hours |
| High (P2) | Major feature malfunction | 4 hours | 12–48 hours |
| Medium (P3) | Minor issues not blocking usage | 12 hours | 3–7 business days |
| Low (P4) | General queries, UI suggestions | 24 hours | 7–15 business days |
4. Customer Responsibilities
- Provide accurate account setup information
- Ensure proper internet and device compatibility
- Manage user access and permissions
- Maintain confidentiality of login credentials
- Report issues with necessary details
5. Company Responsibilities
- Maintain and operate the service reliably
- Notify customers of major updates or disruptions
- Implement security measures
- Provide timely support
- Maintain backups and disaster recovery procedures
6. Data Backup & Recovery
- Daily automated backups
- Retention: 30–90 days
- RTO: 4–24 hours
- RPO: up to 24 hours
7. Performance Standards
We commit to secure, stable, and scalable service performance.
8. Disaster Recovery & Business Continuity
Services will be restored using backup servers during severe failures.
9. Service Modifications
We may update, improve, or modify the platform as needed.
10. Exclusions
- Customer misuse
- Third-party integration issues
- Customer network/device issues
- Force majeure events
- Beta or trial features
11. Penalties & Service Credits (Optional)
| Uptime Achieved | Credit |
|---|---|
| 98% – 99.49% | 5% of monthly fee |
| 95% – 97.99% | 10% of monthly fee |
| Below 95% | 20% of monthly fee |
12. Term & Termination
This SLA remains valid while the subscription is active.
13. Liability Limitation
Total liability is limited to subscription fees paid in the last 3 months.
14. Governing Law
Governing law: India
Jurisdiction: Courts of Bengaluru
15. Contact
Nynedge Software Pvt. Ltd.
📧 Email: support@nynedge.com
🌐 Website: www.nynedge.com
📍 Address: MM Road Frezer Town, Bangalore