Service Level Agreement (SLA)

This Service Level Agreement ("Agreement") is between Kaizenberg Labs (OPC) Private Limited ("Company", "we", "our", "us") and the client ("Client", "you") for the provision of our services ("Services").

Service Scope

This Agreement covers the scope, performance, and availability of the Services as agreed upon in the service contract.

Performance Metrics

Availability: We guarantee [percentage]% uptime for our Services.
Response Time: We will respond to support requests within [number] hours.
Resolution Time: We aim to resolve issues within [number] hours/days.

Client Responsibilities

Provide accurate and complete information
Ensure timely payment of fees
Cooperate with our support team

Exclusions

This Agreement does not cover:

Issues caused by third-party services
Scheduled maintenance
Client's negligence or misuse

Remedies

If we fail to meet the performance metrics, you may be entitled to service credits as specified in the service contract.

Term and Termination

This Agreement is effective as long as the service contract is active. Either party may terminate the Agreement according to the terms specified in the service contract.