Our commitments to service quality, response times, availability, and performance standards for all Elevora Technologies clients.
This Service Level Agreement describes Elevora Technologies' commitments to service quality, availability, and support. It applies to all active clients and supplements our Terms and Conditions. In the event of conflict, the Terms and Conditions shall prevail.
This SLA establishes the minimum service standards Elevora Technologies commits to delivering across our products and services, including LeadBoost (Meta Ads Management), LeadSites (Lead Generation Websites), AI Sales Assistant, and Business Automation services.
This SLA applies to all clients with an active, paid service engagement as of or after the Effective Date. Where individual client agreements specify higher service levels, those agreements take precedence for those specific clients.
Target Monthly Uptime: 99.5% or above — excluding scheduled maintenance windows and downtime caused by third-party infrastructure providers.
Support is provided via WhatsApp (+91 73959 63097) and email (hello@elevoratechnologies.online) during Business Hours.
| Priority Level | Description | Initial Response | Target Resolution |
|---|---|---|---|
| Critical | Website completely down; lead capture non-functional; active campaign halted unexpectedly | Within 2 Business Hours | Within 8 Business Hours |
| High | Major functionality impaired; OTP system failing for majority of users; significant campaign delivery issue | Within 4 Business Hours | Within 1 Business Day |
| Medium | Non-critical feature malfunction; minor display issue; campaign performance concern | Within 1 Business Day | Within 3 Business Days |
| Low | General enquiries; content updates; feature requests; reporting questions | Within 2 Business Days | Within 5 Business Days |
WhatsApp is our primary support channel for fastest response. For formal tracking, email hello@elevoratechnologies.online with the subject line indicating priority (e.g., "CRITICAL: Website Down – [Business Name]").
| Commitment | Standard |
|---|---|
| Campaign Setup (new clients) | Within 5 Business Days of receiving all required access and assets |
| Monthly Performance Report | Delivered by the 5th of the following month |
| Campaign Optimisation Review | Minimum once per month; more frequently for high-spend accounts |
| Budget Threshold Alerts | Notified within 1 Business Day of detecting abnormal spend |
| Policy / Account Flag Response | Acknowledged within 1 Business Day; remediation plan within 2 Business Days |
| Creative Refresh Requests | Delivered within 3–5 Business Days of approved brief |
| Commitment | Standard |
|---|---|
| Initial Design Concept | Within 5 Business Days of project kickoff and receipt of all content |
| Revision Turnaround | Within 3 Business Days per revision round (up to 2 rounds included) |
| Live Deployment | Within 2 Business Days of final client approval |
| Post-Launch Bug Fixes | Within 2 Business Days for confirmed bugs in delivered scope |
| Content Updates (maintenance clients) | Minor text/image updates within 2 Business Days |
| SSL Certificate | Active HTTPS maintained at all times on managed hosting |
| Commitment | Standard |
|---|---|
| Initial Deployment | Within 5 Business Days of approved configuration |
| AI Response Accuracy Review | Monthly review of conversation quality |
| System Availability | 99% uptime target (excluding AI model provider outages) |
| Configuration Updates | Within 3 Business Days of approved change request |
| Commitment | Standard |
|---|---|
| Project Kickoff | Within 3 Business Days of signed agreement and initial payment |
| Progress Updates | Weekly project status updates during active development |
| Bug Fix (post-delivery) | Within 3 Business Days for confirmed bugs within agreed scope |
| Handover Documentation | Provided within 2 Business Days of project completion |
We communicate in plain, jargon-free language. You will always understand what we are doing and why.
Performance data is shared openly. We will not hide poor results — we will address them proactively.
All client and lead data is handled with appropriate security controls and shared only with authorised parties.
We monitor active campaigns and systems proactively and will notify you of significant changes or issues.
We recommend what is right for your business, not what generates the most revenue for us.
We commit to agreed timelines. Where delays are unavoidable, we communicate early and agree on revised dates.
To enable us to meet our SLA commitments, clients agree to:
Where delays in meeting client responsibilities cause us to miss SLA targets, those delays will not be counted against our SLA performance.
Scheduled maintenance downtime is excluded from uptime calculations.
Report incidents via WhatsApp (+91 73959 63097) or email as soon as they are identified. Please include a description of the issue, the time it was first observed, any error messages or screenshots, and the affected service or URL.
If you feel a support issue is not being handled with appropriate urgency, escalate via WhatsApp with "ESCALATION – [Issue Description]". Escalated issues will be reviewed by a senior team member within 2 Business Hours during Business Hours.
The following are excluded from this SLA and do not constitute a breach of our service commitments:
Where Elevora Technologies fails to meet the LeadSites uptime target in a given calendar month due to our own fault (excluding Section 10 items), the client may be eligible for a service credit:
| Monthly Uptime Achieved | Credit (% of Monthly Hosting Fee) |
|---|---|
| 99.0% – 99.49% | 10% |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
Credits apply only to LeadSites managed hosting fees. Maximum credit in any calendar month shall not exceed 50% of the monthly hosting fee. Credits are applied as a deduction from the following month's invoice and must be claimed within 30 days of the relevant month-end by contacting hello@elevoratechnologies.online.
For active LeadBoost clients, monthly performance summaries are delivered by the 5th of the following month. For clients on retainers exceeding 3 months, an optional quarterly service review is available covering SLA performance, business growth observations, and strategic recommendations for the next quarter.
Elevora Technologies reserves the right to amend this SLA with 30 days' written notice to active clients. Amendments will be published at www.elevoratechnologies.online/service-level-agreement.html. Where an amendment materially reduces service commitments, active clients may terminate their service within 30 days without incurring an early termination fee.
This SLA is incorporated into and governed by Elevora Technologies' Terms and Conditions. In the event of any conflict, the Terms and Conditions shall prevail. This SLA is governed by the laws of India, and disputes are subject to the exclusive jurisdiction of the courts in Tamil Nadu, India.
When contacting us regarding a support issue, always include your business name, the affected service, and a clear description of the issue to ensure the fastest possible response.