This Service Level Agreement (“SLA”) is made between Kohinoor Arena LLP (“Provider”) and the users of Frinzy, including both end customers (“Customer”) and registered vendors (“Vendor”). Collectively, Customers and Vendors are referred to as “Users.”
1. Purpose
This SLA defines the service levels and commitments regarding the availability, performance, and support of Frinzy for all Users.
2. Service Commitment
The Provider will make Frinzy available to Users with 99.9% uptime per calendar month, excluding scheduled maintenance.
3. Uptime & Maintenance
– Uptime Guarantee: 99.9% monthly uptime.
– Scheduled Maintenance: Advance notice of at least 24 hours will be provided for planned downtime.
– Emergency Maintenance: In urgent cases (e.g., security patches), the Provider may perform maintenance without notice.
4. Support & Response Times
Support is available via kohinoorarena@gmail.com during [8AM-8PM].
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical (P1) | App unavailable / major outage | 1 hour | 24 hours |
| High (P2) | Major feature not working | 4 hours | 48 hours |
| Medium (P3) | Partial disruption / non-critical bug | 8 hours | 5 business days |
| Low (P4) | Minor issue or request | 24 hours | Next release cycle |
5. Data Security & Backups
– Daily backups are performed and retained for 60 days.
– Data is encrypted at rest and in transit.
– The Provider follows industry-standard security practices
6. User Responsibilities
6.1 Customer Responsibilities
– Use the app in accordance with the Terms of Service.
– Provide accurate account and payment information.
– Report issues promptly using the official support channel.
– Keep login credentials secure.
6.2 Vendor Responsibilities
– Verify and validate Customer coupon codes through the Frinzy vendor app.
– Use the vendor app strictly for its intended purpose.
– Report technical issues promptly using the official support channel.
– Keep login credentials secure and account information accurate.
7. SLA Exclusions
This SLA does not apply to:
– Issues caused by User misuse, third-party integrations, or internet connectivity.
– Force majeure events (e.g., natural disasters, large-scale internet outages).
– Beta features provided on an “as-is” basis.
8. Remedies
– If uptime falls below 99.9% in a given month, the User may request a service credit of [5–10%] of the monthly subscription or service fee.
– Service credits are the sole remedy for SLA violations.
9. Term & Updates
This SLA is effective from July 15, 2025 and will remain valid until superseded by an updated version.
The Provider reserves the right to update this SLA with notice to Users.
10. Governing Terms
This SLA is part of the Provider’s Terms of Service. All capitalized terms not defined here have the meaning given in the Terms of Service.