Scope & Applicability
This Service Level Agreement (SLA) defines the standards and commitments that Hygravity Solutions maintains in delivering its services to clients worldwide. This SLA applies to:
SLA terms specific to your project may be outlined in your project agreement and take precedence over this general SLA.
Response Time Commitments
We commit to the following response times for client communication and issue resolution:
P1 — Critical
System down, data breach, or payment system failure
P2 — High
Major feature broken, significant performance degradation
P3 — Medium
Minor feature issues, UI bugs, non-critical errors
P4 — Low
Feature requests, general queries, minor improvements
Global Support Hours
ISTAsia-Pacific Support Window
GMT/ESTEMEA & Americas Support Window
For Premium/Enterprise clients with 24/7 SLA, dedicated on-call support is available via a separate agreement.
Bug Fixing Timeline
For software and web development projects, bug fixes are handled as follows:
Warranty Period
30 days post-launchAll bugs related to agreed deliverables fixed at no extra charge.
Post-Warranty Support
Ongoing (billed)Bugs beyond warranty period are billed at our standard hourly rate unless covered under a maintenance retainer.
Security Patches
Within 24–48 hoursCritical security vulnerabilities are addressed as P1 priority regardless of warranty status.
SLA Exclusions
SLA commitments do not apply in the following circumstances:
- Force majeure events (natural disasters, pandemics, war, government actions)
- Third-party service outages (cloud providers, DNS, CDN, payment gateways)
- Client-caused issues (incorrect credentials, unauthorized changes, self-made errors)
- Scheduled maintenance windows (communicated in advance)
- Overdue client payments (SLA suspended until payment is resolved)
Questions about this policy?
Contact our team at hello@hygravity.com or reach us at our India or UK office.