Last Update 13 October 2025
1. Purpose
This Service Level Agreement (“SLA”) defines the scope of support services provided by Hoysala International Growth Hub (“Provider”), operating under the brand SugrivaX ERP, to the Client. It outlines responsibilities, service levels, and response commitments to ensure smooth operation of the SugrivaX ERP platform.
2. Scope of Services
This SLA covers:
- Resolution of technical issues related to the SugrivaX ERP SaaS platform.
- Assistance with configuration and standard functionality.
- Monitoring of system availability and uptime.
- Application of updates, security patches, and version upgrades.
Excluded from Scope:
- New feature development or custom module creation.
- Third-party applications and integrations not maintained by Hoysala International Growth Hub.
- End-user training beyond initial onboarding.
3. Service Availability
- Standard Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (Client’s local time zone).
- Critical Incident Support: Available 24x7 for Severity P1 issues only.
- Scheduled Maintenance: A minimum of 48 hours’ notice will be provided for planned downtime.
4. Incident Classification
| Severity | Description | Impact |
| Critical (P1) | Complete system outage or severe business disruption | Highest |
| High (P2) | Major functionality impaired; workaround available | High |
| Medium (P3) | Partial functionality; moderate impact | Medium |
| Low (P4) | Minor impact; general queries or cosmetic issues | Low |
5. Incident Management Process
- Client submits a support request via the portal, email, WhatsApp (if agreed), or phone (for P1 only).
- Hoysala International Support Team triages and assigns severity.
- Issue is acknowledged, investigated, and resolved within SLA timeframes.
- Resolution details are documented and shared with the Client.
6. Ticket Volume & Support Scope
6.1 Ticket Types & Coverage
| Type | Definition / Examples | Included | Exclusions |
| Critical (P1) / High (P2) | System down, data loss, or major module failure | Unlimited (within scope) | – |
| Medium (P3) / Low (P4) | Minor bugs, UI issues, queries | 50 per month | Excess billed at hourly rate |
| Customization / Change Requests | New features, module changes | Excluded | Billed separately |
| Third-Party Systems | External app integrations | Excluded | Quoted separately |
6.2 Submission & Channels
Support requests can be submitted via:
- Support Portal
- WhatsApp (if agreed)
- Phone (for P1/P2 only)
Each request must include: impacted module, severity, reproduction steps, and supporting evidence (e.g., screenshots/logs).
Hoysala International reserves the right to reclassify severity after triage.
6.3 SLA Response & Resolution Times
| Ticket Type | Response Time | Resolution Time |
| Critical (P1) | 2 business hours | 8 business hours |
| High (P2) | 4 business hours | 1 business day |
| Medium (P3) | 1 business day | 3 business days |
| Low (P4) | 2 business days | 7 business days |
6.4 Ticket Carry-Forward
Medium/Low ticket quotas reset monthly and do not carry forward.
6.5 Excess Usage & Overage
- Exceeding 50 Medium/Low tickets per month → billed at $24/hour (or INR equivalent).
- Repeated excessive usage may lead to recommendation of a higher support plan.
6.6 Quarterly Review
- Support metrics will be jointly reviewed every quarter.
- If usage exceeds 80% of monthly quota consistently, a plan upgrade may be recommended.
6.7 Exclusions & Out-of-Scope
- Performance optimization or tuning (unless caused by a platform defect).
- Data cleanup or mass updates.
- Custom report creation or module development.
- Third-party software upgrades or dependency issues.
7. Client Responsibilities
- Ensure designated users submit tickets through approved channels.
- Provide necessary access and details for troubleshooting.
- Maintain stable internet connectivity and updated browsers.
- Apply recommended updates and security patches promptly.
8. Escalation Process
- If resolution timelines are exceeded, the issue escalates to the Support Manager.
- Further escalation may be directed to the Operations Head, Hoysala International Growth Hub.
- Escalation contact details will be provided during onboarding.
9. Updates & Amendments
Hoysala International Growth Hub (“Provider”) reserves the right to modify, update, or amend this SLA at any time to reflect changes in industry standards, regulatory requirements, or platform improvements. The latest version will be posted at https://www.hoysalainternational.com/blog/sugrivax-erp-6/service-level-agreement-sugrivax-erp-136 It is the Client’s responsibility to review this SLA periodically. Continued use of the SugrivaX ERP platform after any update constitutes acceptance of the revised SLA.
Service Level Agreement - SugrivaX ERP