Support & SLA Policy
This Support & Service Level Agreement (SLA) defines the support services, response commitments, and issue resolution standards provided by CoreBase Software Solutions LLP.
1. Support Channels & Hours
Clients may contact CoreBase through Email (support@corebase.in) or Phone (+91 9196397054).
Standard Support Hours: Monday to Saturday, 10:00 AM - 6:00 PM IST (Excluding National Holidays and Scheduled Maintenance).
2. Issue Priority Levels & Resolution Targets
| Priority | Examples | Response Time | Target Resolution |
|---|---|---|---|
| 1 - Critical | System outage, data access failure | Within 4 Business Hours | 1 Business Day |
| 2 - High | Major feature malfunction, payment issues | Within 8 Business Hours | 2 Business Days |
| 3 - Medium | Report issues, minor workflow problems | Within 1 Business Day | 3 Business Days |
| 4 - Low | UI improvements, non-critical bugs | Within 2 Business Days | Best Effort |
Note: Resolution times are targets and not guarantees.
3. Included vs Excluded Services
Included
- Login & User Management Assistance
- Workflow Configuration Guidance
- Basic Product Training
- Bug Reporting & Tech Assistance
Excluded
- Custom Development
- Third-Party Software Support
- Hardware or Client Network Issues
- Data Entry & Business Consulting
4. Service Availability Target
CoreBase aims for a 99% Monthly Uptime, excluding Scheduled Maintenance, Force Majeure Events, and Third-Party Provider Failures.