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# Service Level Agreement

Our commitment to quality, reliability, and responsiveness. This SLA defines the service standards you can expect from Hygravity Solutions.
Last Updated: January 1, 2026|Effective: January 1, 2026 Table of Contents
Table of Contents
1Scope & Applicability2Response Time Commitments3Global Support Hours4Bug Fixing Timeline5SLA Exclusions
Have Questions?

Our team is happy to clarify any section of this document.
[ Contact Us](mailto:hello@hygravity.com)1

## 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:
Website development & maintenance projectsSoftware application developmentMonthly digital marketing retainersCloud hosting & infrastructure managementSaaS product developmentEnterprise software support contracts
SLA terms specific to your project may be outlined in your project agreement and take precedence over this general SLA.
2

## Response Time Commitments

We commit to the following response times for client communication and issue resolution:

P1 — Critical
Response: 2 hoursResolution: 4 hours
System down, data breach, or payment system failure

P2 — High
Response: 4 hoursResolution: 24 hours
Major feature broken, significant performance degradation

P3 — Medium
Response: 1 business dayResolution: 3 business days
Minor feature issues, UI bugs, non-critical errors

P4 — Low
Response: 2 business daysResolution: Planned sprint
Feature requests, general queries, minor improvements
3

## Global Support Hours

ISTAsia-Pacific Support Window
Monday – Friday9:00 AM – 7:00 PM ISTSaturday10:00 AM – 2:00 PM ISTSunday & HolidaysClosed
GMT/ESTEMEA & Americas Support Window
Monday – Friday9:00 AM – 6:00 PM GMTWeekendEmergency only
For Premium/Enterprise clients with 24/7 SLA, dedicated on-call support is available via a separate agreement.
4

## Bug Fixing Timeline

For software and web development projects, bug fixes are handled as follows:

Warranty Period
30 days post-launch
All 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 hours
Critical security vulnerabilities are addressed as P1 priority regardless of warranty status.
5

## 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](mailto:hello@hygravity.com) or reach us at our India or UK office.
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