Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) describes the service commitments, availability targets, support standards, and operational practices provided by GintiDesk Technologies, based at Shop No. 449, Wall Street Business Hub, Opp. Avadh Utopia, Surat, Gujarat - 394550, for its cloud-based accounting software platform marketed under the brand name GintiDesk.

This SLA forms part of and should be read together with our Terms of Service, Privacy Policy, Security Policy, and other applicable policies.

1. Purpose of This SLA

The purpose of this SLA is to:

  • Define our service availability commitments.
  • Explain our support and response standards.
  • Describe our backup and recovery practices.
  • Outline incident handling procedures.
  • Provide transparency regarding service performance.

We are committed to delivering a secure, reliable, and high-performing cloud accounting platform for our customers.

2. Scope of Services

This SLA applies to the following GintiDesk services:

  • Cloud accounting software.
  • Accounting and bookkeeping modules.
  • Sales and purchase invoicing.
  • Inventory management.
  • Financial reporting.
  • Tax and GST-related features.
  • User account management.
  • Customer support services.
  • Web and mobile access where applicable.

This SLA does not apply to:

  • Third-party services or integrations.
  • Customer internet connectivity.
  • Customer devices or local systems.
  • Service interruptions caused by force majeure events.
  • Scheduled maintenance windows.

3. Service Availability Commitment

GintiDesk aims to maintain a 99.9% monthly uptime target for its production services.

Uptime Calculation

Uptime is calculated as:

Monthly Uptime Percentage =

(Total Minutes in Month - Unplanned Downtime) ÷ Total Minutes in Month × 100

Unplanned Downtime Includes

  • Application outages.
  • Infrastructure failures.
  • Network failures within our environment.
  • Unexpected service interruptions caused by GintiDesk systems.

Unplanned Downtime Does Not Include

  • Scheduled maintenance.
  • Customer internet failures.
  • Third-party outages outside our control.
  • Browser or device issues.
  • Force majeure events.
  • Customer configuration errors.
  • Cyberattacks of extraordinary scale or nature.

4. Scheduled Maintenance

To maintain security and reliability, GintiDesk may perform scheduled maintenance.

Scheduled maintenance may include:

  • Security updates.
  • Infrastructure upgrades.
  • Database optimization.
  • Performance improvements.
  • Feature deployments.
  • Bug fixes.

Where practical, customers will be notified in advance regarding major maintenance activities.

We strive to perform maintenance during periods of lower customer activity to minimize disruptions.

5. Support Availability

GintiDesk provides customer support to assist users with:

  • Product-related questions.
  • Technical issues.
  • Subscription and billing concerns.
  • Account management.
  • Feature guidance.
  • Bug reporting.
  • Security concerns.

Support requests may be submitted through:

  • Email support.
  • Contact forms.
  • Customer support portals.
  • Other official communication channels.

6. Support Response Targets

We aim to respond to support requests according to the following targets.

Priority Level

Description

Target Initial Response

Critical

Complete outage or inability to access essential services

Within 4 business hours

High

Major functionality affected with no practical workaround

Within 8 business hours

Medium

Partial functionality issue or non-critical bug

Within 1 business day

Low

General inquiries, guidance, or feature requests

Within 2 business days

Response times are targets only and may vary depending on:

  • Complexity of the issue.
  • Number of active support requests.
  • Availability of third-party providers.
  • Holidays or exceptional circumstances.

7. Incident Management

GintiDesk maintains procedures for managing operational and security incidents.

When significant incidents occur, we may:

  • Investigate the issue promptly.
  • Assess the impact and severity.
  • Implement temporary workarounds.
  • Restore affected services.
  • Monitor systems closely.
  • Notify customers where appropriate.
  • Take corrective actions to reduce recurrence.

Our priority is to restore service safely and efficiently while minimizing customer impact.

8. Security Incidents

If a security incident affecting customer data or services is identified, GintiDesk may:

  • Investigate the incident immediately.
  • Contain and mitigate the issue.
  • Preserve relevant evidence.
  • Evaluate the scope and impact.
  • Notify affected customers when legally required.
  • Implement corrective measures.

Additional information regarding our security practices is available in our Security Policy.

9. Backup Policy

GintiDesk maintains backup procedures designed to protect customer information.

Our backup practices may include:

  • Automated backups.
  • Multiple backup copies.
  • Secure storage locations.
  • Backup encryption where applicable.
  • Periodic verification of backups.
  • Disaster recovery testing.

Backup frequency and retention periods may vary depending on:

  • Data type.
  • System architecture.
  • Storage requirements.
  • Operational and regulatory considerations.

10. Disaster Recovery

GintiDesk maintains disaster recovery procedures intended to help restore services in the event of:

  • Infrastructure failures.
  • Hardware failures.
  • Data corruption.
  • Major software failures.
  • Natural disasters.
  • Security incidents.
  • Cloud infrastructure disruptions.

Our disaster recovery objectives include:

Recovery Time Objective (RTO)

Target restoration of essential services within a commercially reasonable timeframe after identifying a major disruption.

Recovery Point Objective (RPO)

Reasonable efforts are made to minimize data loss through regular backups and recovery procedures.

Actual recovery times may vary depending on the nature and severity of the incident.

11. Infrastructure and Hosting

GintiDesk is hosted on secure cloud infrastructure provided by Hostinger VPS.

Our infrastructure benefits from:

  • High availability architecture.
  • Physical and network security controls.
  • Infrastructure redundancy.
  • Scalablility and elasticity.
  • Monitoring and alerting systems.
  • Disaster recovery capabilities.

While we rely on trusted providers, certain infrastructure components remain subject to the operational performance of third-party services.

12. Customer Responsibilities

Customers also play an important role in service reliability.

Customers are responsible for:

  • Maintaining secure passwords.
  • Protecting account credentials.
  • Ensuring stable internet connectivity.
  • Using supported browsers and devices.
  • Maintaining local copies of critical records where required.
  • Managing user permissions responsibly.
  • Reporting issues promptly.

Failure to follow recommended practices may affect the performance or security of customer accounts.

13. Service Credits

At present, GintiDesk does not guarantee automatic financial compensation or service credits for service interruptions.

However, in exceptional cases involving prolonged outages directly attributable to GintiDesk, we may, at our sole discretion:

  • Extend subscription periods.
  • Provide account credits.
  • Offer goodwill compensation.
  • Provide alternative remedies.

Such decisions are made individually and do not create an obligation for future cases.

14. Limitations

This SLA represents service targets and operational commitments.

Nothing in this SLA:

  • Guarantees uninterrupted operation.
  • Guarantees error-free services.
  • Guarantees availability under all circumstances.
  • Creates warranties beyond those provided under applicable laws.
  • Limits any disclaimers contained in our Terms of Service.

Internet-based services inherently involve risks and limitations beyond our control.

15. Changes to This SLA

We may update this SLA periodically to reflect:

  • Infrastructure improvements.
  • New technologies.
  • Changes in business operations.
  • Legal or regulatory requirements.
  • Security enhancements.
  • Service offerings.

Updated versions will be published on our website together with the revised effective date.

Continued use of GintiDesk after such updates constitutes acceptance of the revised SLA.

16. Contact Us

If you have any questions regarding this Service Level Agreement or wish to report service issues, please contact:

GintiDesk Technologies

Shop No. 449, Wall Street Business Hub, Opp. Avadh Utopia, Surat, Gujarat - 394550

Website: gintidesk.com

Email: info@gintidesk.com

Phone: +91 93289 97710

At GintiDesk, we are committed to delivering dependable cloud accounting services backed by transparent operational practices, responsive support, and continuous improvements designed to help businesses operate with confidence.