Service Level Objective (SLO) Agreement
Effective Date: 25/09/2025
Last Updated: 25/09/2025
This Service Level Objective Agreement (“SLO”) sets forth the performance targets and service reliability goals for the software-as-a-service (“Service”) provided by Crawlers Technologies Pvt. Ltd. (“Company,” “we,” or “our”) to the customer (“Customer,” “you,” or “your”).
1. Purpose
The purpose of this SLO is to define measurable reliability and performance objectives for the Service. These objectives guide our operations and provide transparency to our Customers.
2. Scope
This SLO applies to the Crawlers AI platform (or other SaaS product) and all core features available to subscribed Customers.
3. Service Availability
Uptime Target: 99.5% monthly availability, excluding scheduled maintenance.
Scheduled Maintenance: We will provide at least 48 hours’ notice for planned maintenance windows.
Exclusions: Downtime caused by force majeure events, third-party service failures, or Customer-side issues (e.g., internet outages) is not counted against uptime.
4. Performance Objectives
API Response Time: 95% of API requests will respond within [e.g., 500 ms] under normal operating conditions.
Page Load Time: 95% of web pages will load within [e.g., 5-10seconds] under normal operating conditions.
5. Support & Response Times
Support is available via email or ticket at admin@crawlerstechnologies.com during business hours.
Critical Issues (Service down): Initial response within 1 hour.
High Priority (major features unusable): Initial response within 12 hours.
Normal Priority: Initial response within 48 hours.
6. Monitoring & Reporting
Service availability is measured using automated monitoring tools.
Monthly uptime reports are available upon request.
7. Customer Responsibilities
Maintain a stable internet connection and compatible browser.
Promptly report incidents with detailed information to assist troubleshooting.
8. Remedies
This SLO is a guidance document and not a warranty. Failure to meet objectives does not automatically entitle the Customer to service credits or refunds unless explicitly agreed in a separate Service Level Agreement (SLA).
9. Data Security & Privacy
All data is handled according to our Privacy Policy and SaaS Agreement. We follow industry-standard security practices to protect Customer data.
10. Updates to SLO
We may update these objectives from time to time. Material changes will be communicated to Customers at least 30 days in advance.
11. Contact
For questions about this SLO, contact:
Crawlers Technologies Pvt. Ltd.
Email: admin@crawlerstechnologies.com
Phone: +91 8550-012838