Service Level Agreement (Sla)

    Service Level Agreement (Sla)

Mera Monitor – Workforce Productivity Intelligence Platform Provided by AAPNA Infotheek Private Limited

Last Updated: April 2026

    
  1. Purpose
    This Service Level Agreement defines the service availability targets, support response commitments, maintenance practices, and operational standards applicable to the Mera Monitor platform provided by AAPNA Infotheek Private Limited referred to as the Company.

    This Service Level Agreement forms part of the overall service framework governing the delivery of the Mera Monitor platform.

  2. Scope of Services
    This Service Level Agreement applies to:
    • the Mera Monitor web application
    • associated system services
    • customer support services
    • system availability and uptime
    • incident response and resolution

    This Service Level Agreement applies only to services under the operational control of AAPNA Infotheek Private Limited.

  3. Service Availability Commitment
    The Company shall use commercially reasonable efforts to maintain:

    99 percent monthly uptime

    This uptime commitment applies to the production environment of the Mera Monitor platform.

    The uptime commitment is measured on a monthly basis.

  4. Definition of Uptime
    Uptime refers to the total time during which the production system is operational and accessible to users.

    Uptime is calculated as:

    Uptime Percentage equals

    Total Available Minutes minus Downtime

    divided by

    Total Available Minutes

    multiplied by 100

    For the purposes of this Service Level Agreement:

    Total Available Minutes means the total number of minutes in a calendar month.

  5. Definition of Downtime
    Downtime means the period during which the Mera Monitor platform is unavailable to users due to system level failure attributable to the Company.

    Downtime is measured from:

    The time a verified incident is recorded until the time service functionality is restored.

    Downtime does not include:

    • scheduled maintenance
    • emergency maintenance
    • customer network issues
    • internet service provider failures
    • third party service disruptions
    • user configuration errors
    • force majeure events
  6. Scheduled Maintenance
    Scheduled maintenance may be performed to maintain system stability, performance, and security.

    Where feasible, the Company shall provide prior notice of scheduled maintenance.

    Typical maintenance windows may include:

    non business hours
    weekends
    low usage periods

    Scheduled maintenance shall not be counted as downtime.

  7. Emergency Maintenance
    Emergency maintenance may be performed without prior notice in situations involving:

    security vulnerabilities
    system stability risks
    data integrity concerns
    infrastructure failures

    Emergency maintenance shall not be counted as downtime.

  8. Support Availability
    Customer support services are available during the following hours:

    Monday to Friday

    08:00 AM to 10:00 PM
    Indian Standard Time

    Support may be accessed through:

    • support portal
    • email
    • authorized communication channels

    Support requests received outside support hours will be addressed on the next business day.

  9. Incident Severity Levels
    Incidents are categorized based on impact and urgency.

    Severity Level 1 – Critical

    System is unavailable or major functionality is completely disrupted.

    Examples:

    system outage
    login failure
    data processing failure

    Response Target:

    within 1 hour

    Resolution or Workaround Target:

    within 6 hours

    Severity Level 2 – High

    Major functionality is impaired but the system remains partially operational.

    Examples:

    significant performance degradation
    reporting errors
    service instability

    Response Target:

    within 2 hours

    Resolution Target:

    within 12 hours

    Severity Level 3 – Medium

    Limited functionality issue with available workaround.

    Examples:

    feature malfunction
    non critical performance issue

    Response Target:

    within 4 hours

    Resolution Target:

    within 24 hours

    Severity Level 4 – Low

    General inquiries, minor issues, or cosmetic defects.

    Examples:

    user guidance request
    interface issue
    documentation clarification

    Response Target:

    within 1 business day

    Resolution Target:

    next planned release cycle

  10. Escalation Levels
    If an issue remains unresolved, escalation may occur through the following levels.

    Level 1

    Customer Support Executive

    Initial troubleshooting and ticket handling.

    Level 2

    Support Team Lead

    Technical investigation and coordination.

    Level 3

    Technical Manager or Product Manager

    Advanced technical resolution.

    Level 4

    Senior Management

    Executive level review and decision making.

  11. Backup and Data Protection
    The Company performs periodic system backups to support service continuity and disaster recovery.

    Backup practices may include:

    automated system backups
    secure storage of backup data
    periodic validation of backup integrity

    Backup frequency and retention periods are managed in accordance with operational and security policies.

  12. Disaster Recovery Objectives
    In the event of a service disruption, the Company shall use commercially reasonable efforts to meet the following recovery targets:

    Recovery Time Objective

    Service restoration within:

    24 hours

    Recovery Point Objective

    Maximum potential data loss limited to:

    24 hours

    These targets represent operational goals and not guaranteed outcomes.

  13. Service Credits
    If monthly uptime falls below the committed level, the Customer may be eligible for service credits.

    Service credits are calculated as follows:

    Uptime Level

    Service Credit

    Below 99 percent

    5 percent of monthly subscription fee

    Below 98 percent

    10 percent of monthly subscription fee

    Below 95 percent

    15 percent of monthly subscription fee

    Service credits:

    • apply only to the affected billing period
    • must be requested in writing
    • cannot be converted to cash
    • shall be applied to future invoices
  14. Maximum Service Credit
    The total service credit issued in any calendar month shall not exceed:

    25 percent of the monthly subscription fee

    Service credits represent the sole remedy for service availability issues.

  15. Customer Responsibilities
    Customers are responsible for:
    • maintaining compatible systems and infrastructure
    • ensuring stable internet connectivity
    • properly configuring system settings
    • reporting incidents promptly
    • maintaining data backups where necessary

    Failure to meet these responsibilities may affect service performance.

  16. Service Limitations
    The Company shall not be responsible for service interruptions caused by:
    • customer hardware or network failures
    • internet connectivity issues
    • third party service provider failures
    • misuse of the platform
    • unauthorized system modifications
    • cyber attacks outside the Company’s control
    • force majeure events
  17. Service Modification
    AAPNA Infotheek Private Limited reserves the right to modify service features, infrastructure, or support processes to improve performance, reliability, or security.

    Such modifications shall not reduce the overall service commitment without reasonable notice.

  18. Limitation of Liability
    To the maximum extent permitted by law:

    The total liability of AAPNA Infotheek Private Limited shall not exceed the subscription fees paid by the Customer during the preceding twelve months.

    Service credits described in this Service Level Agreement represent the Customer’s sole and exclusive remedy for service availability issues.

  19. Force Majeure
    The Company shall not be liable for failure or delay in performance caused by events beyond its reasonable control, including:

    natural disasters
    power failures
    network outages
    government actions
    labor disputes
    cyber incidents
    pandemics

  20. Changes to This Service Level Agreement
    AAPNA Infotheek Private Limited reserves the right to update this Service Level Agreement from time to time.

    Updated versions shall be published on the official website.

    Continued use of the platform constitutes acceptance of the revised Service Level Agreement

Vipin Kumar
Anju Shravani
Lexus Mane
One of the best and most accurate tracking tool
priyanka singh
One of the best productivity tool in market.
Adarsh Kumar
Mera Monitor is a powerful and efficient employee tracking app that ensures seamless monitoring and productivity management. With its intuitive interface, real-time tracking, and robust features, it enhances transparency and efficiency.
Bhuvaneswari Sundaresan
This tool helps organizations monitor their employees effectively. It helps them to improve productivity and efficiency. The tool is pretty cool because it's got real-time monitoring features, like screen capture, live recording and live streaming with multiple Reports.
sitaramaraju gottumukkala
Deepak Saluja
Murali Krishna
Gnana Sekar Stephan P
Its designed to enhance workplace productivity and efficiency. The tool offers real-time monitoring capabilities, including live streaming and screen capturing, which have been highlighted as unique features.