Service Level Agreement
Last Updated: June 15, 2026
These Terms & Conditions govern the use of our website, products, software, SaaS platforms, AI solutions, automation services, consulting services, mobile applications, and all other services offered by Webhood Infotech. Please read them carefully before engaging our services.
1.Purpose
This Service Level Agreement ("SLA") defines the support, maintenance, response times, service commitments, and operational responsibilities applicable to services provided by Webhood Infotech ("Webhood", "Company", "we", "our", or "us").
This SLA applies only to clients who have purchased maintenance, support, hosting management, software support, SaaS subscriptions, or other support-enabled services from Webhood. This SLA does not automatically apply to all projects unless expressly included in a proposal, invoice, contract, maintenance package, subscription plan, or service agreement.
2.Business Information
3.Support Channels
These Terms apply to, but are not limited to:
- Email Support
- Phone
- SaaS Products
- Support Ticket Systems
- Project Management Platforms
- Client Portals
- SAAS Dashboard
Webhood reserves the right to determine the primary support channel for each engagement.
4.Support Package Levels
Webhood may offer multiple support packages based on project scope, technical complexity, operational requirements, and the applicable commercial agreement.
Specific support levels, coverage terms, service commitments, and escalation procedures shall be defined within the applicable agreement, proposal, statement of work, or service contract.
5.Response Time Commitments
Response times refer solely to the acknowledgement of support requests and should not be interpreted as guaranteed resolution periods. Actual resolution timelines may vary depending upon issue severity, complexity, third-party dependencies, and operational circumstances.
Within 24 Business Hours
Within 8 Business Hours
Unless otherwise specified in writing, these response commitments shall apply only during applicable business hours and in accordance with the support package selected by the Client.
6.Severity Classification
Support requests may be prioritized according to their operational impact and urgency.
- Website unavailable
- Application unavailable
- Production environment failure
- Payment processing failure
- Security incident causing operational impact
As quickly as reasonably possible within applicable support commitments.
- Major feature malfunction
- Core business functionality affected
- Significant user impact
Based on package level and support queue.
- Partial functionality issues
- Non-critical defects
- Workflow disruptions
Within normal support scheduling.
- Cosmetic issues
- Minor enhancements
- Content corrections
- General inquiries
Subject to available support resources.
7.Resolution Times
Webhood does not guarantee specific resolution times for support requests.
Actual resolution depends upon:
- Issue complexity
- Scope of investigation
- Availability of information
- Third-party dependencies
- Hosting providers
- Software vendors
- API providers
- Security considerations
Response time commitments are acknowledgement targets only and shall not be interpreted as guarantees of issue resolution.
8.Maintenance Coverage
Maintenance services may include:
- Bug fixes
- Security updates
- Software updates
- Plugin updates
- System monitoring
- Technical support
- Performance optimization
- Backup monitoring
Coverage depends upon the support package purchased and the applicable service agreement.
9.Warranty Coverage
Warranty periods may range from:
- 1 Year
- 2 Years
- 3 Years
- 5 Years
Warranty duration may depend upon:
- Project scope
- Project budget
- Package selected
- Written agreement
Warranty eligibility shall be determined solely by the applicable proposal, invoice, quotation, or service agreement.
10.What Warranty Covers
Warranty coverage generally applies to:
- Development defects
- Coding errors
- Functional issues directly caused by Webhood's implementation
- Software behavior inconsistent with approved specifications
Warranty coverage is limited to the correction of qualifying defects identified during the applicable warranty period.
11.What Warranty Does Not Cover
Warranty coverage does not extend to matters outside the scope of qualifying defects.
Examples include:
- New features
- Scope expansion
- Design changes
- Content updates
- User errors
- Third-party failures
- Hosting issues
- Domain issues
- API changes
- Browser updates
- Platform policy changes
- Search engine changes
- Security breaches caused by third parties
- Unauthorized modifications
- Client modifications
- Force majeure events
Requests relating to the above may be treated as additional work and may incur separate charges.
12.Bug Fix Policy
A bug shall generally mean a reproducible defect causing software behavior that differs from approved functionality or agreed specifications.
Bug fixes included within applicable support packages shall be performed without additional charges when covered under the relevant warranty terms.
Webhood reserves the sole right to determine whether a reported issue qualifies as a defect eligible for bug-fix coverage.
13.Feature Requests
Feature requests are not considered support issues or warranty claims.
Examples include:
- New pages
- New modules
- New integrations
- Workflow changes
- Automation enhancements
- Reporting enhancements
Such requests shall be evaluated independently and may be subject to separate quotations, revised timelines, and additional charges.
14.Hosting Support
Where Webhood provides or manages hosting-related services, support may include:
- Basic server monitoring
- Deployment assistance
- Backup management
- DNS assistance
- Technical troubleshooting
Webhood does not guarantee uninterrupted hosting availability or the continuous operation of third-party infrastructure.
Hosting providers remain solely responsible for infrastructure performance, service availability, and platform-level incidents beyond Webhood's control.
15.Domain Support
Where Webhood assists with domain-related matters, support may include:
- Registration assistance
- DNS configuration
- Renewal reminders
- Technical guidance
Clients remain responsible for maintaining accurate ownership details, registrant information, and timely renewal payments unless otherwise agreed in writing.
Webhood shall not be responsible for losses arising from expired domains, incorrect ownership records, registrar actions, or failures attributable to third-party domain service providers.
16.Backups
Backup availability depends upon the infrastructure and services selected by the Client.
Factors affecting backup availability may include:
- Hosting provider
- Infrastructure package
- Support package
While Webhood may maintain backups where applicable, restoration success cannot be guaranteed in all circumstances.
Clients are strongly encouraged to maintain independent backups of all important data, content, databases, and business records.
17.Security Monitoring
Where included within the purchased package, Webhood may provide:
- Vulnerability monitoring
- Security updates
- Threat monitoring
- Malware checks
However, no system can guarantee complete protection against:
- Hacking
- Malware
- DDoS attacks
- Zero-day vulnerabilities
- Human error
- Third-party breaches
Clients acknowledge that cybersecurity risks cannot be entirely eliminated, and Webhood does not guarantee absolute security.
18.Third-Party Services
Projects and support services may depend upon external providers including:
- Payment gateways
- Cloud platforms
- Hosting providers
- Email providers
- AI providers
- Social media platforms
- API providers
Webhood shall not be liable for downtime, service interruptions, suspensions, restrictions, pricing changes, policy modifications, or failures caused by third-party services.
Clients acknowledge that such services operate independently and remain outside Webhood's reasonable control.
19.Scheduled Maintenance
Webhood may perform scheduled maintenance activities to ensure the continued reliability, security, and performance of supported systems.
Maintenance activities may include:
- Updates
- Security patches
- Infrastructure improvements
- Platform upgrades
Such maintenance activities may temporarily affect service availability.
Reasonable efforts shall be made to minimize disruptions and perform maintenance during appropriate service windows whenever practicable.
20.Emergency Maintenance
Webhood reserves the right to perform emergency maintenance without prior notice where reasonably necessary to protect the integrity, availability, or security of supported systems.
Emergency maintenance may be undertaken to:
- Protect systems
- Resolve security risks
- Prevent data loss
- Restore operational stability
Where feasible, affected Clients may be informed following completion of emergency maintenance activities.
21.SaaS Platform Availability
Where Webhood operates SaaS platforms, reasonable efforts shall be made to maintain service availability and reliability.
However, Webhood does not guarantee:
- Continuous uptime
- Error-free operation
- Uninterrupted access
Availability may be affected by maintenance activities, software upgrades, infrastructure issues, security incidents, or disruptions involving third-party providers.
22.Client Responsibilities
To facilitate effective support delivery, Clients shall:
- Report issues promptly
- Provide required information
- Cooperate during troubleshooting
- Maintain account security
- Maintain backups where appropriate
- Avoid unauthorized modifications
Failure to cooperate or provide necessary information may affect response quality, support timelines, and issue resolution efforts.
23.Suspension of Services
Webhood reserves the right to suspend services where:
- Payments remain overdue
- Abuse occurs
- Security risks exist
- Legal concerns arise
- Contract violations occur
Service suspension shall remain in effect until the underlying issue has been satisfactorily resolved.
Suspension of services shall not create any obligation for refunds, credits, or compensation unless otherwise required by law.
24.Limitation of Liability
To the maximum extent permitted by applicable law, Webhood's total liability arising under this Service Level Agreement shall never exceed the amount paid by the Client for the applicable service or support package.
Webhood shall not be liable for:
- Lost profits
- Lost business opportunities
- Revenue loss
- Data loss
- Downtime-related losses
- Indirect damages
- Consequential damages
- Special damages
The foregoing limitations shall apply regardless of the legal theory upon which any claim is based.
25.Force Majeure
Webhood shall not be liable for delays, interruptions, or failures in performance resulting from events beyond its reasonable control.
Such events may include:
- Natural disasters
- Power failures
- Internet outages
- Cyberattacks
- Government actions
- War or armed conflict
- Labor disputes
- Pandemic events
Obligations affected by such circumstances shall be suspended for the duration of the force majeure event.
26.Modifications
Webhood reserves the right to update or modify this Service Level Agreement from time to time.
Updated versions shall become effective upon publication unless otherwise specified within the revised document.
Continued use of Webhood's services following such updates shall constitute acceptance of the revised terms.
27.Governing Law
This Service Level Agreement shall be governed by and construed in accordance with the laws of India.
Any dispute, claim, or controversy arising out of or relating to this Agreement shall fall under the exclusive jurisdiction of the competent courts located in Jamshedpur, Jharkhand, India.