Service Level Agreement

This agreement sets out what you can expect from our support, how quickly we respond, and what falls outside it. It applies to clients on an annual maintenance contract or a monthly service. Ad-hoc support is provided on a best-effort basis.

Hosting uptime commitments are made on omnihosting.in, which runs the servers, and are governed by the agreement published there.

Support hours

Monday to Saturday, 10:00 am to 7:00 pm IST. Closed on Sundays and public holidays.

Outside these hours, leave a message or send a WhatsApp. Critical issues are picked up when the next working day begins, or sooner if someone is available.

How to raise an issue

Phone +91 93086 86345, WhatsApp the same number, or email us. Tell us what you were doing, what happened and what you expected — that single sentence usually saves an hour.

For CCTV faults, tell us which camera and whether the recorder is powered on.

Priority levels and response times

Response time is how long before a person responds and begins work, not how long the fix takes. Most issues are resolved within the same response window.

• Critical — site down, store cannot take orders, all cameras offline, suspected hack. Response within 4 working hours.
• High — a key function broken, forms not delivering, one camera offline, footage not recording. Response within 1 working day.
• Normal — content changes, small fixes, questions, minor display issues. Response within 2 working days.
• Low — enhancement requests and anything scheduled. Response within 5 working days, then planned.

We set the priority based on business impact. If you disagree with how something has been classified, say so and we will look again.

What a maintenance contract covers

• WordPress core, theme and plugin updates, applied and tested
• Security monitoring, firewall rules and malware scanning
• Scheduled offsite backups, with restores tested rather than assumed
• Uptime monitoring and alerts
• Small content and image changes within the agreed monthly allowance
• A short monthly summary of what was done

For CCTV AMC clients this covers periodic cleaning, health checks, angle correction, minor repairs and priority callouts.

What is not covered

• New pages, new features or redesign work — quoted separately
• Problems caused by changes made by you or another supplier
• Third-party services failing, including payment gateways, couriers and email providers
• Hardware failure outside the manufacturer warranty period
• Content writing, photography and campaign creative
• Recovering data where no backup existed because backups were declined

Backups and recovery

Where backups are part of your plan, they run to the schedule agreed and are stored offsite. We test a restore at least once after setup so that the backup is known to work.

Recovery from our backup is included. Recovery from a situation caused by a third party, where our backup predates the problem, is quoted as a job.

Planned maintenance

Updates that carry any risk are applied outside business hours where possible, and you are told in advance. Routine updates are applied without notice, because waiting for approval is how sites get compromised.

Escalation

If an issue is not moving, ask for it to be escalated. It goes to the person who owns your account, and you will get a call rather than a message. There is no ticket queue to get lost in — this is a small local team and you can reach the people doing the work.

Service credits

If we miss a stated response time on a critical issue more than twice in a month, tell us. We credit that month’s maintenance fee. We would rather fix the reason than issue credits, and we will tell you what the reason was.

Ending the agreement

Either of us may end a maintenance contract with thirty days’ written notice. On exit we hand over all logins, the most recent backup and a written summary of the site’s current state.

Contact

Omni Hosting, Patliputra-Kurjee Road, Patna 800010, Bihar, India. Phone +91 93086 86345.