LEGAL
Support and Service Level Agreement (template)
DRAFT — NOT FOR EXECUTION WITHOUT LEGAL REVIEW
Provider: ZyvorAI Labs Private Limited
Customer: ____
Support tier: ☐ Standard ☐ Enterprise ☐ Sovereign 24×7
Effective: ______
1. Scope¶
Support covers the Supported Products on the Order Form: installation guidance, defect triage, security advisories, and upgrade path recommendations for licensed versions.
Out of scope: custom development, on-site without SOW, third-party CNI/K8s distro bugs unless reproduced in reference environment, misuse or unsupported configurations.
2. Channels and hours¶
| Tier | Hours | Channels |
|---|---|---|
| Standard | Business days, India + agreed TZ | Email, ticket portal |
| Enterprise | Extended business hours | Email, ticket, optional chat |
| Sovereign | 24×7 for Severity 1 | Phone + ticket |
3. Severity definitions¶
| Severity | Definition | Example |
|---|---|---|
| S1 | Production down or critical security exposure | Control plane unreachable |
| S2 | Major feature impaired, workaround difficult | Policy sync failing fleet-wide |
| S3 | Minor impairment | Non-critical UI defect |
| S4 | Question / documentation | How-to |
4. Target response (initial acknowledgment)¶
| Severity | Standard | Enterprise | Sovereign |
|---|---|---|---|
| S1 | 8 business hours | 4 hours | 1 hour |
| S2 | 2 business days | 1 business day | 4 hours |
| S3 | 5 business days | 3 business days | 2 business days |
| S4 | Best effort | Best effort | Best effort |
Uptime SLA (Hosted Services only, if applicable): 99.5% monthly excluding scheduled maintenance (with notice) and force majeure. Service credits: % of monthly fees per 0.1% below target, capped at % (fill on Order Form).
5. Customer obligations¶
Maintain supported versions; provide logs and reproduction steps; designate technical contacts; apply security patches within agreed windows.
6. Exclusions¶
Failures caused by Customer networks, cloud provider outages, unlicensed use, or modifications outside documentation.
Signed per MSA / Order Form.