Service Level Agreement (SLA)
Effective Date: Jul 27, 2026
This Service Level Agreement (“SLA”) outlines the support commitments, service standards, response times, and responsibilities provided by Purple Bytes Pvt. Ltd. (“Purple Bytes,” “we,” “our,” or “us”) for clients who have an active maintenance, support, cloud, IT outsourcing, or managed services agreement.
This SLA should be read alongside the applicable Service Agreement, Proposal, or Contract.
1. Purpose
The purpose of this Service Level Agreement is to define the expected level of service, response times, support procedures, and responsibilities for both Purple Bytes and our clients.
Our goal is to provide reliable, transparent, and efficient support while maintaining high service standards.
2. Services Covered
This SLA applies only to clients with an active support or maintenance agreement and may include:
- Website Maintenance
- Website Hosting Support
- Software Maintenance
- Technical Support
- Cloud Infrastructure Management
- Server Monitoring
- IT Outsourcing
- Staff Augmentation
- Security Updates
- Performance Optimization
- Backup & Recovery
- Bug Fixes
- Content Updates (where included in the selected plan)
3. Support Hours
Our standard support hours are:
Monday – Friday
9:00 AM – 6:00 PM (Nepal Standard Time)
Support outside business hours may be available for clients with premium support agreements or emergency incidents.
Public holidays may have reduced availability.
4. Incident Priority Levels
We classify support requests into the following priority levels.
Priority | Description | Example |
Critical (P1) | Complete service outage or security incident affecting business operations. | Website offline, server unavailable, critical security breach |
High (P2) | Major functionality affected with no acceptable workaround. | Payment gateway failure, login system unavailable |
Medium (P3) | Partial functionality issue with available workaround. | Contact form issues, layout problems, plugin conflicts |
Low (P4) | Minor issues, cosmetic changes, general enquiries, or enhancement requests. | Text updates, image changes, design improvements |
5. Response & Resolution Targets
Priority | Initial Response | Target Resolution* |
Critical (P1) | Within 1 Hour | As quickly as possible (typically within 4–8 hours, depending on complexity) |
High (P2) | Within 4 Business Hours | 1 Business Day |
Medium (P3) | Within 1 Business Day | 2–5 Business Days |
Low (P4) | Within 2 Business Days | Scheduled in the next maintenance cycle |
*Resolution targets are goals and may vary depending on issue complexity, third-party dependencies, and client responsiveness.
6. Support Channels
Clients can request support through:
- Support Portal (if available)
- WhatsApp (for urgent communication)
- Phone (for critical incidents)
- Scheduled Video Meetings
Support requests should include sufficient information to help us investigate and resolve the issue efficiently.
7. Client Responsibilities
To help us deliver timely support, clients agree to:
- Provide accurate information about reported issues.
- Respond promptly to requests for clarification.
- Grant necessary access to systems or accounts.
- Maintain valid software licenses where applicable.
- Keep contact information up to date.
- Review and approve deliverables within agreed timelines.
Delays in client responses may affect resolution times.
8. Planned Maintenance
Scheduled maintenance may be performed periodically to improve security, performance, and reliability.
Where practical, clients will be notified in advance of planned maintenance that may affect service availability.
Emergency maintenance may be carried out without prior notice if necessary to protect systems or resolve critical issues.
9. Backups & Recovery
Where included in the selected support plan, Purple Bytes may provide:
- Automated backups
- Manual backups before major updates
- Disaster recovery assistance
- Website restoration from available backups
Backup frequency and retention periods vary depending on the service agreement.
10. Security & Monitoring
For managed services, we may provide:
- Security monitoring
- Malware scanning
- Software updates
- Patch management
- SSL certificate monitoring
- Performance monitoring
- Vulnerability assessments
While we implement industry best practices, no system can be guaranteed to be completely secure.
11. Exclusions
Unless specifically included in your agreement, this SLA does not cover:
- Development of new features
- Major redesigns
- Third-party software licensing costs
- Content creation
- Search engine ranking guarantees
- Internet or hosting provider outages beyond our control
- Issues caused by unauthorized modifications
- Client-side configuration errors
- Force majeure events
Additional work may require a separate quotation.
12. Third-Party Services
Some services rely on third-party providers such as hosting companies, cloud platforms, payment gateways, or external APIs.
Purple Bytes is not responsible for delays or outages caused by third-party services, although we will work with the provider to help resolve issues whenever possible.
13. Performance Reporting
Depending on your service plan, we may provide periodic reports that include:
- Website uptime
- Performance metrics
- Security updates
- Completed maintenance activities
- Support requests
- Recommendations for improvement
14. Service Availability
Where applicable, we aim to maintain high service availability for managed infrastructure and hosted environments.
Actual availability may be affected by scheduled maintenance, third-party providers, internet connectivity, or circumstances beyond our reasonable control.
15. Escalation Process
If an issue cannot be resolved within the expected timeframe, it will be escalated internally to senior technical specialists or management for further investigation and resolution.
Clients will be kept informed of significant updates throughout the process.
16. SLA Review
This Service Level Agreement may be reviewed and updated periodically to reflect improvements in our services, technology, or business practices.
The latest version will always be available on our website.
17. Contact Support
For support requests or service enquiries, please contact:
Purple Bytes Pvt. Ltd.
Email: info@purplebytes.com
Phone: +977 9745941535
Website: www.thepurplebytes.com
Address: Jhamsikhel, Lalitpur, Nepal
Business Hours: Monday – Friday | 9:00 AM – 6:00 PM (NST)
Last Updated
Last Updated: Jul 27, 2026