Service Level Agreement

This Service Level Agreement (the “SLA”) describes the availability commitment, support response targets and service credits that Comhard Technologies Pvt Ltd provides for Comsky HRMS to customers on eligible paid plans. It forms part of our Terms & Conditions. This SLA does not apply to free tiers, trials, or beta or preview features.

• Monthly Uptime Percentage — for a calendar month, the total minutes in the month minus Downtime minutes, divided by the total minutes in the month, expressed as a percentage.
• Downtime — a sustained period during which the core Service is unavailable to the Customer, as measured by our monitoring, excluding the periods listed under Exclusions.
• Core Service — the primary application functions required to sign in and operate Comsky HRMS, excluding ancillary or non-critical features.
• Service Credit — a credit, calculated as a percentage of the monthly fee for the affected Service, applied against a future invoice.

We target a Monthly Uptime Percentage of 99.9% for the core Service, measured per calendar month. Where we fall short of this commitment and you are on an eligible paid plan, you may be entitled to a Service Credit as set out below, which is your sole and exclusive remedy for the availability commitment.

From time to time we perform planned maintenance to keep the Service secure and reliable. We aim to schedule such maintenance during off-peak hours and to give advance notice where reasonably practicable. Occasionally, urgent or emergency maintenance may be required at short notice to address security or stability. Scheduled and emergency maintenance windows are excluded from Downtime.

Downtime and the uptime commitment do not include unavailability caused by:

• Scheduled or emergency maintenance;
• Factors outside our reasonable control, including force majeure events and failures of the public internet or telecommunications;
• Third-party services and dependencies not operated by us — for example Comsky Identity, statutory portals (EPFO, ESIC, TRACES), banking channels, and your own network or devices;
• The Customer’s acts or omissions, including misconfiguration, misuse, or use in breach of the Terms or Acceptable Use Policy;
• Suspension or termination for non-payment or a policy breach;
• Beta, preview or free features.

Support is available during business hours (Monday to Friday, Indian Standard Time, excluding public holidays); critical (P1) incidents may be handled with extended coverage. When you raise a support request, we assign a severity and aim to provide an initial response within the target below. Response targets refer to our first meaningful response, not to resolution time.

If the Monthly Uptime Percentage for the core Service falls below the commitment in a given calendar month, eligible customers may claim a Service Credit according to the following bands:

Service Credits are calculated on the monthly fee for the affected Service, are applied against future invoices, have no cash value and are not refundable. The total Service Credits granted for any calendar month will not exceed 50% of that month's fee for the affected Service.

To claim a Service Credit, you must:

• Submit a request to support@comsky.in within thirty (30) days after the end of the month in which the Downtime occurred;
• Include the dates and times of the Downtime and any relevant logs or evidence available to you;
• Be current on all amounts due under the Terms at the time of the claim.

We will review the request against our monitoring records and, if the claim is validated, apply the corresponding Service Credit to a future invoice.

Service Credits are the sole and exclusive remedy for any failure to meet the availability commitment in this SLA. This SLA does not entitle you to any cash refund. Nothing in this SLA limits the parties' respective rights and obligations under the Terms, including the limitation of liability.

We may review and update this SLA from time to time. Material changes will be notified by posting the updated SLA with a new “Last updated” date and, where appropriate, additional notice. Continued use of the Service after an update takes effect constitutes acceptance of the revised SLA.

For SLA questions or to raise a support request, contact support@comsky.in. Comhard Technologies Pvt Ltd, registered office: [Registered office address], India.