Service Integrity

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

99.9%

We guarantee 99.9% uptime for all deployed engineering solutions hosted on managed cloud infrastructure (Vercel/AWS/Azure). Excluding scheduled maintenance.

3. SUPPORT HOURS

24/5

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

RESPONSE: 2 HOURS

Total system outage impacting all global users.

P2: MAJOR DEGRADATION

RESPONSE: 8 HOURS

Significant feature failure impacting regional users.

P3: MINOR REQ / DOCS

RESPONSE: 24 HOURS

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.

★