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Service Level Agreement
Service Level Agreement
This SLA defines the service standards and performance commitments for Perfeckto QMS, including availability, response times, support, and remedies for service interruptions.
Last Updated: 1 July 2026
Definitions
Response Time
The time between when an incident is reported and when Gyri Infotech acknowledges receipt of the incident and begins working on a resolution.
Service Restoration Time
The time between when an incident is reported and when the service is restored to normal operation or a suitable workaround is provided.
Reporting Procedures
Incidents should be reported through the following channels:
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Email: support@perfeckto.com
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Phone: +91 98902 95757 (for Severity Level 1 and 2 incidents)
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Customer Portal: https://support.perfeckto.com
Service Credits
If Gyri Infotech fails to meet the Service Restoration Time for Severity Level 1 or 2 incidents, Customer may be eligible for service credits as outlined in the Hosting Agreement.
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