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Operational Commitments

Service Level Agreements (SLA)

Last Updated: July 2, 2026. General operational benchmarks, cloud uptime guarantees, and incident recovery timelines.

01.SLA Overview

This Service Level Agreement (SLA) outlines the standard operational targets and uptime commitments provided by SkillForge Technology. We construct cloud-native software and support databases with high availability parameters to ensure smooth performance.

Our standard commitments apply to active client portals, API nodes under maintenance retainers, and staging pipelines managed by our teams.

02.Uptime Commitments

We target a monthly service availability benchmark of 99.9% (excluding scheduled maintenance windows and standard exclusions detailed below):

Availability Metrics Schedule:
  • 99.9% - 100%: Target status (fully compliant, no service credits).
  • 99.0% - 99.9%: Mild disruption alert (audited by support).
  • Below 99.0%: Severe incident status (eligible for service credits).

03.Incident Response Times

Our DevOps operations monitor incoming alert channels and classify incidents by severity:

Severity 1 (Critical Uptime Block)

Response Target: < 2 Hours. Core client databases or production APIs are completely offline with no viable workaround.

Severity 2 (Moderate Degradation)

Response Target: < 8 Hours. Non-critical workflows or staging pipelines are failing, but core platforms remain operational.

04.Maintenance Windows

To apply security patches and optimize static database query latency:

  • Scheduled Maintenance: Typically conducted between 02:00 AM and 05:00 AM IST (Indian Standard Time) on weekends.
  • Advance Warning: Clients receive email alerts at least 48 hours in advance for scheduled work.
  • Emergency Windows: Reserved for critical zero-day security patches; advance notice may not be feasible but downtime is minimized.

05.Service Uptime Credits

If we fail to meet our 99.9% monthly uptime target due to factors within our control, clients under active hosting and maintenance retainers are eligible to request service credits. Credits are calculated as a percentage of the monthly maintenance fee and applied to the next billing cycle.

06.General Exclusions

Downtime calculations exclude disruptions caused by:

  • Force Majeure events (natural disasters, regional network outages, state-level routing restrictions).
  • Client-administered script failures or custom database schema locks applied outside our pipelines.
  • API outages of third-party networks (e.g. Stripe, AWS outages, OpenAI API latency).