Enterprise Service Level Agreement (SLA) & Infrastructure Reliability Framework

This Service Level Agreement ("SLA") forms an integral part of the Master SaaS Subscription Agreement between:

BillionBiz, a company incorporated under the Companies Act, 2013, having its registered office at: No.22/122B, North Sourashtrapuram, Nagal Nagar, Dindugal, Tamil Nadu, India — 624001 ("BillionBiz", "Company", "We", "Us")

AND

The subscribing Merchant ("Merchant", "You").

This SLA applies only to Merchants subscribed to Premium or Enterprise Plans, unless otherwise specified.

Part I — Purpose & Scope

1. Objective

This SLA defines:

Platform availability commitments
Support response timelines
Incident classification
Maintenance policies
Service credits (if applicable)
Infrastructure reliability standards

This SLA does not modify liability limitations contained in the Master Agreement.

2. Definitions

"Platform" — BillionBiz SaaS E-commerce infrastructure.
"Uptime" — Percentage of total minutes in a calendar month the Platform is operational.
"Downtime" — Period when Platform is inaccessible due to BillionBiz-controlled failure.
"Scheduled Maintenance" — Pre-announced maintenance window.
"Emergency Maintenance" — Immediate corrective action required.
"Service Credit" — Credit applied to future subscription fees.

Part II — Service Availability

3. Availability Commitment

BillionBiz is committed to delivering industry-leading uptime and reliability across all plans, with service levels aligned to the features and scope of each plan.

4. Exclusions from Downtime

The following shall not count as Downtime:

Scheduled maintenance (with prior notice)
Emergency maintenance
Force majeure events
Internet backbone failure
Merchant-side misconfiguration
Third-party payment gateway outages
Cyberattacks beyond reasonable control
DNS failures not controlled by BillionBiz
Merchant custom code failures

Part III — Maintenance Policy

6. Scheduled Maintenance

Notice: Minimum 24 hours advance notice.
Timing: Preferably non-business hours (IST).

7. Emergency Maintenance

May occur without prior notice in cases involving:

Security vulnerabilities
Data breach prevention
Infrastructure risk
Regulatory requirement

Part IV — Incident Management

8. Incident Severity Levels

For all queries, issues, or clarifications, merchants are required to raise a Service Request through the Merchant Admin Portal. All tickets will be prioritized and handled based on the severity classification below:

Severity	Description	Response Time	Resolution Target
Severity 1 — Critical	Platform completely inaccessible; Checkout failure affecting all customers	Within 2 hours	8–24 hours
Severity 2 — High	Major feature malfunction; Significant performance degradation	Within 4 hours	Within 48 hours
Severity 3 — Medium	Non-critical feature issue	Within 1 business day	3–5 business days
Severity 4 — Low	Cosmetic issues; General queries or clarifications	Within 2 business days	—

Requests submitted outside the Merchant Admin Portal may experience delays in response and resolution.

9. Incident Reporting Channels

Official support email
Enterprise support desk
Dedicated account manager (Enterprise plan only)

Part VI — Security Standards

10. Infrastructure Security

BillionBiz maintains:

Encrypted HTTPS access
Firewall protection
Role-based access control
Periodic vulnerability checks
Access logging

11. Data Backups

Automated backups at defined intervals.
Retention policy subject to plan tier.
Restoration upon request (may incur charges).

12. Security Incident Response

Upon confirmed security incident:

Immediate containment
Internal investigation
Notification to affected Merchant (where legally required)
Regulatory notification where mandated

Part VII — Data Protection Compliance

13. Applicable Laws

Information Technology Act, 2000
IT Rules 2021
Digital Personal Data Protection Act, 2023 (DPDP Act)

Merchant remains Data Fiduciary for customer data. BillionBiz acts as Data Processor.

Part VIII — Performance Limitations

14. Scalability

Enterprise plan includes higher resource allocation. BillionBiz may:

Impose rate limits
Throttle abusive traffic
Suspend high-risk stores

15. Third-Party Integrations

BillionBiz not liable for:

Payment gateway downtime
SMS/email provider failures
Plugin incompatibility

Part IX — Support Tiers

All issues, queries, and clarifications must be raised by creating a ticket through the Merchant Admin Portal. Merchants are required to select the appropriate priority level to ensure timely review, proper routing, and resolution in accordance with the defined support process.

Part X — Force Majeure

16. Events

Includes:

Natural disasters
Pandemic
War
Government restrictions
Data center outage
Cyberterrorism

No SLA breach during force majeure.

Part XI — Limitation of Remedy

17. Sole Remedy

Service credits are the sole and exclusive remedy for SLA breaches. No refunds unless separately agreed.