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Service Level Agreement (SLA)

Effective Date: April 18, 2026

Last Updated: April 18, 2026

This Service Level Agreement (“SLA”) describes the service standards, uptime targets, support commitments, and remedies applicable to the HRMS4U platform operated by DesignzIndia.

This SLA forms part of the Terms & Conditions and applies to paid subscriptions unless otherwise agreed in writing.

Platform: HRMS4U
Company: DesignzIndia
Country: India
Jurisdiction: Chandigarh

1. Purpose of this SLA

This SLA explains our commitments regarding:

  • Platform availability
  • Support response times
  • Maintenance practices
  • Backup procedures
  • Incident handling
  • Customer responsibilities
  • Service credits (if applicable)

2. Covered Services

This SLA applies to the hosted SaaS platform HRMS4U, including subscribed modules such as:

  • Employee Management
  • Core HR
  • Attendance
  • Leave Management
  • Payroll
  • Recruitment
  • Project Management
  • Leads, Clients & Invoices
  • Asset Management
  • Events & Meetings
  • Document Builder
  • Chat
  • Import / Export
  • Custom Fields
  • Finance
  • Separation Module
  • Polls
  • Performance Management

Availability of certain modules depends on plan and configuration.

3. Service Availability Commitment

We target 99.5% Monthly Uptime for production environments.

Monthly Uptime Formula

Uptime %=Total Minutes in Month – Unplanned DowntimeTotal Minutes in Month×100\text{Uptime \%} = \frac{\text{Total Minutes in Month – Unplanned Downtime}}{\text{Total Minutes in Month}} \times 100Uptime %=Total Minutes in MonthTotal Minutes in Month – Unplanned Downtime​×100

Uptime %=Total Minutes in Month – Unplanned DowntimeTotal Minutes in Month×100\text{Uptime \%}=\frac{\text{Total Minutes in Month – Unplanned Downtime}}{\text{Total Minutes in Month}}\times100Uptime %=Total Minutes in MonthTotal Minutes in Month – Unplanned Downtime​×100

4. What Counts as Downtime

Downtime means the HRMS4U production platform is materially unavailable to most customers due to server-side issues controlled by us.

Examples:

  • Login system unavailable
  • Core application inaccessible
  • Major database outage
  • Severe service interruption

5. Exclusions from Downtime

The following do not count as downtime:

  • Scheduled maintenance windows
  • Emergency security maintenance
  • Customer internet issues
  • Browser/device/network problems
  • Misconfiguration by customer admins
  • Third-party provider failures beyond reasonable control
  • Force majeure events
  • Beta or trial features
  • API or custom integration issues outside standard platform

6. Scheduled Maintenance

We may perform planned maintenance to improve security, reliability, or performance.

Maintenance Standards

  • Preferably outside common business hours
  • Reasonable advance notice where feasible
  • Emergency maintenance may occur without prior notice

During maintenance, some features may be temporarily unavailable.

7. Hosting & Infrastructure

HRMS4U is hosted using DigitalOcean or equivalent infrastructure providers.

Infrastructure may include:

  • Cloud servers
  • Secure storage
  • Redundant networking
  • Monitoring systems
  • Backup systems

8. Data Security Measures

We maintain commercially reasonable safeguards, including:

  • Encrypted data transmission where applicable
  • Access controls
  • Password authentication
  • Routine updates
  • Monitoring and logging
  • Backup systems

No internet-based service can guarantee absolute security.

9. Backup & Recovery

We perform daily backups for business continuity.

Backup Notes

  • Backups are intended for disaster recovery
  • Point-in-time restoration may not always be available
  • Customer-side accidental deletion recovery is subject to feasibility
  • Older backup copies may be overwritten in retention cycles

Customers should maintain their own exports for critical records.

10. Support Availability

Standard support is available:
Monday to Friday
10:00 AM to 6:00 PM (IST)

Support Channel

  • Email Support

Future premium support plans may include extended coverage.

11. Incident Priority Levels

Priority 1 – Critical

Major outage or severe platform failure affecting essential operations.

Examples:

  • Unable to log in for most users
  • Payroll system inaccessible
  • Full application outage

Initial Response Target: Within 8 business hours

Priority 2 – High

Major feature issue with workaround limitations.

Examples:

  • Attendance malfunction
  • Reporting errors affecting many users

Initial Response Target: Within 1 business day

Priority 3 – Normal

Standard operational issue affecting limited users.

Examples:

  • UI issue
  • Non-critical module bug
  • Minor export issue

Initial Response Target: Within 2 business days

Priority 4 – Low / Request

General guidance, enhancement request, custom query.

Initial Response Target: Within 3 business days

12. Resolution Targets

Response times are not the same as resolution times.

Resolution depends on:

  • Issue complexity
  • Reproducibility
  • Third-party dependencies
  • Customer responsiveness
  • Required development/testing

We will use commercially reasonable efforts to resolve issues promptly.

13. Customer Responsibilities

To receive support under this SLA, customers must:

  • Provide clear issue descriptions
  • Share screenshots/logs when requested
  • Maintain supported browsers/devices
  • Use the platform lawfully
  • Designate authorized administrators
  • Cooperate during troubleshooting

Delays caused by missing information may affect timelines.

14. Third-Party Integrations

Future integrations may include:

  • Biometric attendance devices
  • QuickBooks integrations
  • Customer-requested APIs

Unless separately agreed, uptime/service levels for third-party systems are outside this SLA.

15. Service Credits (Optional)

If specifically included in a commercial agreement, customers may request service credits for sustained failure to meet uptime targets.

Unless otherwise agreed:

  • Credits are the exclusive remedy for uptime shortfalls
  • Credits apply only to future invoices
  • No cash refunds unless required by law

Standard self-service plans may not include automatic credits.

16. Suspension of Services

We may suspend services for:

  • Non-payment
  • Security threats
  • Abuse or unlawful activity
  • Emergency maintenance
  • Violation of Terms & Conditions

Such suspension does not count as SLA downtime where justified.

17. Data Retention After Cancellation

After cancellation:

  • Customer data may remain available for up to 30 days
  • Thereafter, production data may be deleted
  • Backup archives may persist temporarily

Customers should export required data before cancellation.

18. SLA Exclusions for Free Trial

The 14-day free trial is provided on an as available basis.

Formal uptime guarantees, credits, and premium support may not apply during trial periods.

19. Limitation of Liability

This SLA does not create unlimited liability.

All liability remains subject to the limitations set out in the Terms & Conditions.

20. Changes to this SLA

We may update this SLA to reflect operational, technical, or legal changes.

Updated versions become effective upon publication or notice.

21. Governing Law

This SLA is governed by the laws of India.

Disputes shall be subject to courts located in Chandigarh.

23. Contact Information

HRMS4U
Operated by DesignzIndia
India
For privacy or data processing requests:
Email: [email protected]