SLA Agreement
Effective Date: March 27, 2026
1. DEFINITIONS
This Service Level Agreement (SLA) outlines the commitment of BrylCodes to provide enterprise-grade reliability and support for US, UK, and Indian clients.
2. UPTIME COMMITMENT
We guarantee 99.9% uptime for all deployed engineering solutions hosted on managed cloud infrastructure (Vercel/AWS/Azure). Excluding scheduled maintenance.
3. SUPPORT HOURS
Technical support is available 24 hours a day, 5 days a week across GMT (UK), EST (US), and IST (India) time zones for all critical priority incidents.
4. RESPONSE TARGETS
P1: CRITICAL BLOCKED
Total system outage impacting all global users.
P2: MAJOR DEGRADATION
Significant feature failure impacting regional users.
P3: MINOR REQ / DOCS
Minor configuration or documentation updates.
5. REMEDIES
Failing to meet these targets results in Service Credits applied to the following month's maintenance fee, as explicitly defined in the project-specific contract.