top of page

Service Level Agreement (SLA)

Applicability

This Service Level Agreement ("SLA") applies to all commercial web platforms, mobile applications, software tools, and cloud services (collectively, the "Applications" or "Services") hosted, published, and distributed by DreamForge Labs.

Support Availability & Channels

DreamForge Labs provides technical support to assist users with installation, account configuration, platform stability, bug reporting, and general feature inquiries.

  • Support Hours: 9:00 AM to 5:00 PM (IST / GMT+5:30), Monday through Friday, excluding public holidays.

  • Support Channels: All official support requests must be submitted through our designated channels to ensure proper tracking and escalation:

Ticket Severity Levels & Initial Response Times

We commit to commercially reasonable efforts to meet or exceed the following initial response times based on the urgency and operational impact of the submitted issue:

  • Level 1 (Critical) – Service Down: The application or critical infrastructure is completely inaccessible or non-functional for all users, causing severe data loss or halting primary business operations with no available workaround.Within 8 business hours

  • Level 2 (Major) – Major Malfunction: Core operations or essential features of the application are experiencing severe errors or significant performance degradation, but the system remains partially online or a temporary workaround exists.Within 24 business hours

  • Level 3 (Minor) – Minor Issue: The platform is fully operational, but a non-essential feature is malfunctioning, or there is a minor user interface (UI) anomaly that does not impede primary daily usage.Within 2 business days

  • Level 4 (General) – General Inquiry: Technical questions, billing inquiries, documentation clarification, enhancement suggestions, or future product feature requests.Within 3 business days

Security & Vulnerability Management

DreamForge Labs prioritizes customer data security and platform integrity.

  • Security Patches: Critical security vulnerabilities identified via code audits or continuous automated scanning are prioritized immediately and patched with urgency.

  • System Optimization: We actively monitor system architecture to prevent latency, unauthorized access attempts, and performance bottlenecks within our distributed applications.

SLA Exclusions

This SLA and its associated target response times do not cover issues or service disruptions resulting from:

  • Misconfiguration, misuse, or unauthorized modifications of the software by the user.

  • Outages, service updates, or API breaking changes caused directly by external, third-party software tools integrated into the environment.

  • General internet connectivity failures, local device hardware issues, or client-side browser extensions.

  • Beta, pre-release, free evaluation instances, or sandboxed environments of DreamForge applications.

bottom of page