Goals and Objectives

The purpose of this Service Level Agreement (SLA) is to define clear and measurable service commitments for AlignBooks ERP customers and to set out the roles, responsibilities, support process, priority classification and expected service timelines between Align Info Solutions Pvt. Ltd. and the Customer.

• Provide a single reference for service ownership, accountability, roles and responsibilities.
• Define measurable support commitments for incidents, service requests and product issues.
• Ensure customer expectations are aligned with the subscribed AlignBooks product plan, implementation scope and support plan.
• Improve transparency through ticket-based communication, prioritization, status updates and escalation paths.

Definitions

Service Scope

The following services are covered under this Agreement, subject to the customer subscription plan and implementation agreement:

• Telephone / IVR support through registered contact numbers during business hours.
• Online ticketing support through the AlignBooks website, App, Product, or approved support desk.
• Email support for functional, technical, and account-related support requests.
• Remote assistance using secure remote desktop tools, screen-sharing, or VPN where available and approved by the Customer.
• Functional assistance for standard ERP workflows, configuration guidance, and feature usage.
• Investigation of suspected product defects, performance issues, and data-processing errors in supported modules.

Support Channels and Availability

Incident Classification and Priority Matrix

Priority is determined by business impact, urgency, number of users affected, availability of workaround and whether the issue affects statutory, financial or operational deadlines. The Service Provider may reclassify priority after initial assessment with documented reason.

SLA Response, Update and Resolution Targets

The following targets apply to valid tickets raised through approved support channels during business hours. Resolution time may vary for defects requiring product engineering, third-party systems, customer-side dependencies, statutory portal downtime or change approval.

Service Availability, Maintenance and Backup

For cloud-hosted AlignBooks services, the Service Provider will use commercially reasonable efforts to maintain application availability in line with the subscribed hosting plan. Unless otherwise agreed in the order form, the target monthly availability for production services is 99.5%, excluding planned maintenance, emergency maintenance, customer-side internet/device/browser issues, third-party service outages, force majeure, suspended accounts and events outside the Service Provider control.

• Backups: Cloud-hosted production data is backed up as per the applicable hosting and subscription policy. Backup retention, restoration window, and point-in-time recovery (if applicable) are governed by the subscribed plan or a separate written agreement.
• Performance: Application performance depends on user volume, data volume, custom reports, integrations, browser/device capability, internet connectivity, and third-party APIs. Performance investigations require customer cooperation and access to relevant details.
• Statutory / Third-Party Portals: Services dependent on government portals, payment gateways, messaging providers, email gateways, or external APIs are subject to the availability and limitations of those third parties.

Customer Responsibilities

• Maintain valid subscription, support entitlement, and authorized contact list.
• Raise requests through approved channels and provide accurate priority, business impact, screenshots, sample data, and reproduction steps.
• Ensure availability of authorized users for remote sessions, approvals, testing, and closure confirmation.
• Maintain customer-side internet connectivity, devices, browsers, printers, local network, and security tools needed to access the Application.
• Manage user access responsibly, including role permissions, password hygiene, and timely removal of inactive users.
• Take business-level verification before statutory filing, accounting finalization, payroll release, inventory adjustment, or other critical posting.
• Avoid unauthorized customization, direct database modification, unsupported third-party tools, or actions that may affect system integrity.

AlignBooks Responsibilities

• Provide support through approved channels during the agreed support window.
• Maintain ticket records, priority classification, investigation notes, and closure status.
• Use reasonable skill and care to diagnose incidents and restore service within applicable SLA targets.
• Communicate planned maintenance, known service disruptions, and major incident updates through appropriate channels.
• Apply standard change management for bug fixes, patches, releases, and enhancements.
• Use reasonable safeguards for customer data accessed during support, subject to applicable policies and agreements.

Exclusions and Limitations

The following are excluded from SLA commitments unless specifically included in a written agreement:

• Issues caused by customer internet connectivity, local network, device, browser, printer, scanner, operating system, or security settings.
• Issues caused by third-party platforms, government portals, payment gateways, SMS/email providers, bank APIs, or external integrations outside the Service Provider's control.
• Data correction arising from incorrect user entry, unauthorized access, customer-side process errors, or customer-approved bulk upload/import.
• Custom development, new reports, new integrations, workflow redesign, training, onsite support, or consulting are not included in the subscription plan.
• Incidents caused by unsupported versions, expired subscriptions, non-payment, violation of acceptable use, or unauthorized access/configuration changes.
• Force majeure events, cyberattacks not caused by Service Provider negligence, regulatory outages, internet backbone failures or cloud infrastructure disruptions outside direct control.

Escalation Matrix

If a ticket is not progressing within the target timeline, the Customer may escalate with the ticket ID, business impact and pending dependency details. Escalation does not automatically change priority but ensures management attention and review.

Security, Privacy and Data Protection

The Service Provider will follow reasonable administrative, technical and operational controls to protect customer information accessed while providing support. Customer data will be accessed only to the extent required for troubleshooting, support, restoration, audit, legal compliance or contracted service delivery.

• Remote access will be performed only with customer authorization and may require user presence where appropriate.
• Customer should not share passwords in plain text over email or chat. Temporary credentials, if required, should be time-bound and revoked after use.
• Support staff may request sample data, screenshots, logs, or transaction IDs only when required for diagnosis.
• Data processing, retention, and confidentiality obligations are governed by the applicable subscription agreement, privacy policy, data processing terms, and statutory requirements.

Term, Review and Amendments

This SLA remains effective for the term of the applicable subscription or service agreement. AlignBooks may revise this SLA to reflect product changes, market practices, regulatory requirements, support model updates or infrastructure changes. Material changes should be communicated to customers through reasonable notice or as specified in the commercial agreement.

Annexures

Annexure A - Ticket Information Required from Customer

• Contact Number
• Module and screen name
• Transaction/reference number
• Screenshots or error message
• Steps to reproduce
• Remote access availability, if required

Annexure B - Sample Priority Decision Guide