VERSION 1

Last updated on: 01st January 2022

Effective from: 01st January 2022

This Service Level Agreement (“SLA“) documents and governs the agreed provisions of Service Terms of Support, Support Scope, Exclusions, Release and Deployment schedule and is executed between Soft Gallery (Pvt) Ltd (“Soft Gallery“, “We“, “Us” or “Our“) and the Customer(“You“, “Your” or “Customer“) who has agreed to the Master Service Agreement (“MSA“) (Link:- https://galleryerp.com/terms)

Please note that this SLA only applies to Support Services provided by Soft Gallery pursuant to the MSA.(Link:- https://galleryerp.com/terms )

Please read the contents of this document carefully before using any of Our Services.

We make sure your purchased service is available 24 hours a day, 7 days a week with the exception of:

• Planned down time, which a notification will be sent out at least 24 hours prior to the down time. Downtimes are usually scheduled at overnight during the
• Any unavailability caused by circumstances beyond our reasonable control such as acts of god, acts of government, floods, fire, earthquakes, civil unrest, acts of terror, Internet service provider failures or delays, or denial of service

Soft Gallery Standard Support Includes (included in Professional and Enterprise Editions):

• On-line Help Desk (access to knowledge base and help ticket requests)
• Email Support
• Response Time to an incident is:
  • Up to 4 business hours (9am – 6pm IST)
  • During non-business hours, critical issues will be responded to within a maximum of 12
• Resolution Time is dependent on the nature of the problem
• Critical bug fixes will be applied as soon as they become available
• Non-Critical bugs and features are deployed as part of monthly updates

Note: Support is provided solely to the entity or organization purchasing Soft Gallery Services.