Service Level Agreement (SLA)


Effective Date: 05 April 2025

This Service Level Agreement (SLA) outlines the service commitments, uptime guarantees, support response times, and maintenance procedures for AuditWise, a SaaS product offered by N53 Techlabs LLC, a Delaware-based company.

N53 Techlabs LLC is incorporated in Delaware, USA. Development and operational services are provided by our India-based partner, N53 TechWorks LLP.

This SLA applies to all customers subscribed to the AuditWise platform.


1. Service Availability (Uptime Commitment)

1.1 Uptime Guarantee

N53 Techlabs LLC commits to maintaining a 99.5% uptime for the AuditWise platform, excluding scheduled maintenance and force majeure events.

1.2 Uptime Calculation

Uptime is calculated as:
(Total Minutes in a Month − Downtime Minutes) / Total Minutes in a Month × 100%

1.3 Exclusions

  • Scheduled maintenance (with prior notice)
  • Force majeure events (natural disasters, cyberattacks, government actions, etc.)
  • Downtime due to user misconfiguration or third-party service failures


2. Support & Response Times

2.1 Support Channels

Support is available via email at support@auditwise.io during the following times:

India (IST): Monday – Friday, 7:00 AM – 11:00 PM

US Eastern (EST/EDT): Monday – Friday,

  • 9:30 PM – 12:00 AM (previous day)
  • 12:00 AM – 1:30 PM

UK (GMT/BST): Monday – Friday, 2:30 AM – 5:30 PM

UAE (GST): Monday – Friday, 5:00 AM – 9:00 PM

Singapore (SGT): Monday – Friday,

  • 9:30 AM – 12:00 AM (previous day)
  • 12:00 AM – 1:30 AM

Critical incidents may be monitored outside these hours with best-effort response.

2.2 Severity Levels & Response Times

  • Critical: Complete platform outage – ≤ 2 business hours
  • High: Major functionality affected – ≤ 8 business hours
  • Medium: Minor issues, partial impact – ≤ 16 business hours
  • Low: Cosmetic or informational requests – ≤ 24 business hours


3. Maintenance & Updates

3.1 Scheduled Maintenance

  • Performed during non-peak hours
  • At least 48 hours’ notice will be provided via email or platform notifications

3.2 Emergency Maintenance

  • Applied when critical vulnerabilities arise
  • Downtime is minimised where possible


4. Service Credits

4.1 Eligibility

Customers may be eligible for service credits if uptime falls below the 99.5% threshold (excluding defined exceptions).

4.2 Credit Request Process

5. Limitation of Liability

  • The Company shall not be liable for indirect, incidental, or consequential damages.
  • Total liability shall not exceed the total fees paid by the customer in the preceding six (6) months.


6. Governing Law & Dispute Resolution

For customers contracting with N53 Techlabs LLC, this SLA is governed by the laws of the State of Delaware, USA. For customers contracting with N53 Techworks LLP, this SLA is governed by the laws of India.

Disputes shall first be resolved through good-faith arbitration before pursuing litigation.

 


7. SLA Updates

N53 Techlabs LLC may update this SLA periodically. Continued use of the Platform after changes are posted constitutes acceptance of the revised terms.


8. Contact Us

General Support: support@auditwise.io
Compliance & Privacy: compliance@auditwise.io
Security Incidents: security@auditwise.io
Billing & Finance:
India: billing.in@auditwise.io
International: billing.us@auditwise.io