Applies to: All paying clients
Summary: This SLA defines uptime commitment, incident severities, response & resolution targets, service credits, and the escalation process for MyOperator services.

Table of Contents

• 1. General Terms & Applicability
• 2. Support Channels & Hours
• 3. Incident Severity Definitions
• 4. Response & Resolution Targets
• 5. Uptime Commitment & Measurement
• 6. Service Credits (Penalties) & How to Claim
• 7. Escalation Process (Step-by-Step)
• 8. SLA Exclusions
• 9. Definitions

1. General Terms & Applicability

• This SLA applies for the duration of your subscription; renewals follow the SLA effective at renewal.
• MyOperator classifies incidents by Severity (Section 3) and targets the Response/Resolution in Section 4.
• Where not covered, refer to the Terms of Service and Privacy Policy.
• Timezone: All times are IST (UTC+5:30) unless otherwise specified.

2. Support Channels & Hours

• Email: support@myoperator.com
• Phone/Helpdesk: +91 92129 92129
• Hours (Business Hours / BH): 09:00–18:00 IST, Mon–Fri (excluding Indian public holidays).
• Acknowledgement times below are measured during BH unless marked 24×7.

Tip: Include your account ID and recent error timestamps for faster triage.

3. Incident Severity Definitions

4. Response & Resolution Targets

• You will receive periodic updates until closure.
• Acknowledgement = we confirm receipt & begin triage. Workaround = restores basic function. Permanent Resolution = underlying fix deployed.

5. Uptime Commitment & Measurement

Monthly Availability Commitment: 99.0%

How we measure

• Synthetic tests run every 20 minutes (≈ 72 checks/day).
• A Failed Availability Check (FAC) occurs when the service fails a test.
• Scheduled Maintenance windows are pre-announced and excluded from downtime calculations.

Availability FormulaAvailability %=Total Minutes−Downtime Minutes (excl. maintenance)Total Minutes×100\text{Availability \%} = \frac{\text{Total Minutes} - \text{Downtime Minutes (excl. maintenance)}}{\text{Total Minutes}} \times 100Availability %=Total MinutesTotal Minutes−Downtime Minutes (excl. maintenance)​×100

Examples

• In a 30-day month, total minutes = 43,200.
• At 99.0%, allowable downtime ≈ 432 minutes.
• If 45 FACs correspond to 450 minutes of verified outage, availability ≈ 98.96% → credits apply (see Section 6).

6. Service Credits (Penalties) & How to Claim

Penalty Table (by Failed Availability Checks per month)

FACs are the count of failed availability checks that align with verified service outages (excluding scheduled maintenance).

Claim Process

1. Open a ticket within 30 days of month-end at support@myoperator.com with subject “SLA Credit – <Month, Year>”.
2. Include account ID, affected dates, UTC/IST timestamps, and any error logs.
3. We validate against internal monitoring and issue service credits to the next invoice.
4. Credits are not cash-refundable and capped at the monthly rental for the affected service.

Note: You must be current on payments and comply with Terms to receive credits.

7. Escalation Process (Step-by-Step)

1. Tier 1 – Customer Support
• 📧 support@myoperator.com | 📞 +91 92129 92129
• Get a ticket ID and Severity confirmation.
2. Tier 2 – Duty Manager (Level 1 Escalation)
• 📧 escalation@myoperator.com
• Reference your ticket ID and business impact.
• Trigger if: S3 not stabilized within 8 hours or S4 not stabilized within 4 hours.
3. Tier 3 – Senior Escalation (Level 2)
• Escalation Form (include ticket ID and timestamps).
• Trigger if: S3 unresolved beyond 48 hours or S4 beyond 24 hours.

(Alt-text + caption suggestion for editors: “Incident escalation swimlane diagram from Tier 1 to Tier 3 with time triggers.”)

8. SLA Exclusions

The SLA does not apply to downtime or issues caused by:

• Customer networks, configurations, or third parties acting on your behalf
• Third-party carriers, ISPs, or hardware/software outside MyOperator control
• Force majeure (e.g., natural disasters, government actions)
• Scheduled maintenance windows (pre-notified)
• Abuse or breach of Terms of Service or Fair Usage Policy

9. Definitions

• Business Hours (BH): 09:00–18:00 IST, Mon–Fri (India public holidays excluded).
• Failed Availability Check (FAC): A single failed synthetic test used to assess availability.
• Workaround: Temporary mitigation that restores essential function while a permanent fix is developed.

10. Related Articles

• Incident Management & RCA Access
• Maintenance Windows & Notifications
• Support Hours & Contact Methods
• Fair Usage Policy (FUP)

Link these with meaningful anchor text for better discoverability.

(Optional) FAQ Snippets for Rich Results

Q1. How do I request an SLA service credit?
Email support@myoperator.com within 30 days of month-end with your account ID, timestamps, and ticket ID.

Q2. Does scheduled maintenance count as downtime?
No. Pre-announced maintenance windows are excluded from availability calculations.

Q3. What timezone are SLA timers measured in?
IST (UTC+5:30), unless otherwise specified in your order form.