1. Introduction & Purpose
AAPTA SOLUTIONS LLC (“AAPTA SOLUTIONS”, “we”, “us”, or “our”) is a Wyoming-registered company founded by Dharmendra Asimi to deliver world-class WordPress managed services and hosting to clients across the United States, India, and globally. We serve businesses, agencies, freelancers, and developers who depend on high-performance, reliably maintained WordPress websites.
This SLA is our formal commitment to you — our client — regarding the quality, availability, and responsiveness of our services. It sets clear, measurable expectations so you always know exactly what level of service to expect, what happens if we fall short, and how to get help when you need it.
This SLA covers two primary service areas:
- Managed WordPress Services — maintenance, security, development, audits, automation, and penetration testing
- WordPress Cloud Hosting — shared hosting and dedicated RAM & CPU hosting plans
2. Definitions
The following terms are used throughout this SLA:
- “Service” or “Services” — all products and services offered by AAPTA SOLUTIONS LLC as described in the Terms of Use
- “Client” or “You” — any individual, business, or entity subscribed to or purchasing AAPTA SOLUTIONS LLC services
- “Ticket” — a formal support request submitted via our ticketing system, email, live chat, or WhatsApp (where applicable)
- “First Response Time” (FRT) — the elapsed time between submission of a support ticket and the first substantive reply from an AAPTA SOLUTIONS LLC team member
- “Resolution Time” — the elapsed time between ticket submission and full resolution or workaround delivery
- “Uptime” — the percentage of total time in a calendar month during which hosted websites and servers are accessible and operational, excluding scheduled maintenance
- “Downtime” — any period during which a hosted website or server is inaccessible or non-functional due to reasons within AAPTA SOLUTIONS LLC’s reasonable control
- “Scheduled Maintenance” — planned maintenance windows announced in advance, excluded from uptime calculations
- “Emergency Maintenance” — urgent, unannounced maintenance required to address critical security threats or infrastructure failures
- “Business Hours” — Monday through Friday, 9:00 AM to 6:00 PM IST (Indian Standard Time) / 10:30 PM to 7:30 AM EST, excluding public holidays
- “Service Credit” — a credit applied to a client’s account as a remedy for SLA breaches, as defined in this document
- “Incident” — an unplanned interruption or degradation of a service
- “Severity Level” — a classification of support tickets and incidents based on their impact on your business
3. Service Plans & Coverage Tiers
AAPTA SOLUTIONS LLC offers multiple service tiers to meet different client needs and budgets. SLA commitments vary by plan tier. The table below summarizes the support and performance commitments by plan level:
Feature | Starter | Professional | Agency | Enterprise |
Monthly Investment | Up to $149 | $150–$498 | $499–$999 | $1,000+ |
First Response Target | < 6 hours | < 4 hours | < 2 hours | < 1 hour |
Typical Response Time | ~2 hours* | ~2 hours* | ~1 hour* | ~30 min* |
Support Channels | Ticket + Email | Ticket + Email + Chat | Ticket + Email + Chat | All channels + WhatsApp |
WhatsApp Support | No | No | No | Yes |
Support Coverage | Business Hours | Business Hours | Business Hours + Extended | Near 24/7 |
Emergency Response | Next business day | Same day | Within 4 hours | Within 2 hours |
Hosting Uptime SLA | 99.95% | 99.95% | 99.99% | 99.99% |
Dedicated Account Manager | No | No | Yes | Yes |
Monthly Reporting | Basic | Standard | Advanced | Custom |
SLA Credit Eligibility | Yes | Yes | Yes | Yes |
* Typical response times reflect our actual performance targets. While our SLA guarantees a maximum first response window, our team consistently aims to reply far sooner — most tickets receive a first response within 2 hours of submission regardless of plan tier, subject to time zone coverage and ticket volume.
4. Support Channels
AAPTA SOLUTIONS LLC provides support through multiple channels to ensure every client can reach us in the way that works best for them. Available support channels depend on your service plan.
4.1 Support Ticket System
Our primary support channel. Submit tickets through your client portal at aaptasolutions.com/portal. Tickets are tracked, prioritized, and managed through our helpdesk system. All tickets receive a unique reference number for tracking and follow-up.
- Available to: All plan tiers
- Hours: 24/7 ticket submission; responses during business hours (extended for Agency and Enterprise plans)
- Best for: Detailed technical issues, bug reports, development requests, billing queries, and any matter requiring documentation
- SLA response tracking begins from the moment your ticket is submitted
4.2 Email Support
Reach our support team directly at [email protected]. Email support is integrated with our ticketing system — every email creates a support ticket automatically and is tracked under the same SLA commitments.
- Available to: All plan tiers
- Email address: [email protected]
- Hours: 24/7 email submission; responses during business hours (extended for Agency and Enterprise plans)
- Best for: Detailed questions, sharing files and screenshots, follow-up on existing tickets
4.3 Live Chat Support
Real-time chat support is available through our website at aaptasolutions.com and within the client portal. Chat is staffed during business hours and connects you directly to our support team.
- Available to: Professional, Agency, and Enterprise plan clients
- Hours: Business hours (Monday–Friday, 9:00 AM–6:00 PM IST)
- Best for: Quick questions, real-time troubleshooting, urgent clarifications during business hours
- Note: Chat conversations are automatically saved and can be escalated to a formal support ticket if further follow-up is required
4.4 WhatsApp Support
PREMIUM FEATURE: WhatsApp Support is exclusively available to clients on plans where the monthly investment is USD $499 or above (Agency and Enterprise tiers). This channel provides direct, near-immediate access to our senior support team for urgent matters.
- Available to: Agency and Enterprise plan clients (monthly plan value USD $499 and above)
- WhatsApp number: Provided privately to eligible clients upon plan activation
- Hours: Extended hours — Monday through Saturday, 8:00 AM to 9:00 PM IST
- First Response Target on WhatsApp: Within 30 minutes during active hours
- Best for: Urgent site-down situations, critical security incidents, time-sensitive requests requiring immediate human attention
- Important: WhatsApp support is for urgent and time-sensitive issues. Routine maintenance requests, feature development, and non-urgent queries should still be submitted via the ticketing system to ensure proper tracking and documentation
- WhatsApp support is a direct line to our team — not an automated bot. A real team member will respond
4.5 Phone Support
At this time, AAPTA SOLUTIONS LLC does not offer scheduled inbound telephone support as a standard service channel. For Enterprise clients requiring dedicated phone or video call support sessions, scheduled calls can be arranged through your dedicated account manager. Ad-hoc phone consultations are available as a billable add-on for all plan tiers.
4.6 Support Channel Priority & Escalation
When you need urgent help, use the following guidance to reach us most effectively:
- Site completely down (P1): WhatsApp (eligible plans) → Live Chat → Emergency ticket marked URGENT
- Security incident (P1/P2): WhatsApp (eligible plans) → Email [email protected] → Emergency ticket
- Performance issue (P2/P3): Live Chat → Support ticket
- Routine request (P3/P4): Support ticket → Email
- Billing query: Email [email protected] → Support ticket
5. Response Time Commitments — Managed WordPress Services
Response time SLAs apply to all managed WordPress service requests, including maintenance, security, development, audit, and automation tickets. Response time is measured from the moment a ticket, email, or chat message is received by our system.
5.1 Severity Classification
All support tickets are classified by severity level, which determines prioritization and target response times:
Priority | Severity | Definition | Examples | Impact |
P1 | Critical | Complete service failure or active security breach with no workaround | Site down, active malware, database corrupted, hack in progress | Business operations halted |
P2 | High | Significant functionality impaired; major feature broken; security vulnerability identified | Checkout not working, login broken, malware detected, SSL expired | Severe business impact |
P3 | Medium | Non-critical feature or service degraded; workaround available | Plugin conflict, slow performance, minor display issue, failed backup | Moderate impact, workaround exists |
P4 | Low | General queries, routine tasks, non-urgent requests, feature requests | Content updates, plugin recommendations, monthly report queries | Minimal business impact |
5.2 First Response Time (FRT) Targets by Plan & Priority
Priority | Starter | Professional | Agency | Enterprise |
P1 — Critical | 2 hours | 1 hour | 30 minutes | 15 minutes |
P2 — High | 4 hours | 2 hours | 1 hour | 30 minutes |
P3 — Medium | 6 hours | 4 hours | 2 hours | 1 hour |
P4 — Low | 1 business day | 1 business day | 4 hours | 2 hours |
All first response times above are measured in clock hours (not business hours) for P1 and P2 tickets — because critical issues don’t wait for business hours. P3 and P4 response times are measured in business hours.
5.3 Our Actual Performance Commitment
OUR PROMISE: While the SLA tables above define the maximum first response windows we guarantee, our operational target is to respond to ALL tickets within 2 hours of submission — regardless of plan tier — during active staffed hours. This is not a guarantee but reflects our operational commitment and typical performance.
Factors that may affect response time include:
- Time of submission relative to your time zone and our staffed hours
- High ticket volume during peak periods (typically Monday mornings IST/EST and post-weekend backlogs)
- Public holidays in India and the United States
- Complexity of the issue requiring specialist escalation
If you submit a ticket outside staffed hours, our automated system will acknowledge receipt immediately. A team member will pick it up at the start of the next staffed shift, with P1 and P2 tickets being escalated to on-call staff where available.
5.4 Resolution Time Targets
Resolution times are targets, not guarantees, as resolution depends on factors including issue complexity, client responsiveness, and third-party dependencies. Our target resolution times are:
Priority | Starter | Professional | Agency | Enterprise | Notes |
P1 — Critical | 4–8 hours | 2–4 hours | 1–2 hours | < 1 hour | Or workaround |
P2 — High | 1–2 business days | Same day | 4–8 hours | 2–4 hours |
|
P3 — Medium | 3–5 business days | 2–3 business days | 1–2 business days | Same day |
|
P4 — Low | 5–7 business days | 3–5 business days | 2–3 business days | 1–2 business days |
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5.5 Time Zone Coverage
AAPTA SOLUTIONS LLC operates with a primary team based in India (IST — UTC+5:30) and serves clients globally, with a significant client base in the United States (EST/PST), India, and Europe. Our staffing model is designed to provide coverage across these key time zones:
- Primary staffed hours: Monday–Friday, 9:00 AM–6:00 PM IST (3:30–12:30 AM EST / 12:30–9:30 PM PST)
- Extended hours (Agency & Enterprise): Monday–Saturday, 8:00 AM–9:00 PM IST
- Weekend coverage: P1 and P2 on-call escalation for Agency and Enterprise plans
- US business hours overlap: Our core team is active during US evening hours (EST), ensuring good coverage for US-based clients during their business day
If you are unsure how our staffed hours map to your local time zone, please ask your account manager or contact [email protected] for a personalized coverage breakdown.
6. WordPress Cloud Hosting — Uptime SLA
AAPTA SOLUTIONS LLC’s WordPress cloud hosting services are built on enterprise-grade infrastructure designed to deliver maximum availability and performance. We offer industry-leading uptime guarantees across all hosting plans.
6.1 Uptime Commitment by Hosting Plan
Hosting Plan | Uptime Guarantee | Max Monthly Downtime | Max Annual Downtime | Credit Threshold |
Shared WordPress Hosting — Starter | 99.95% | ~21.9 minutes | ~4.38 hours | < 99.95% |
Shared WordPress Hosting — Pro | 99.95% | ~21.9 minutes | ~4.38 hours | < 99.95% |
Dedicated RAM & CPU — Standard | 99.99% | ~4.3 minutes | ~52.6 minutes | < 99.99% |
Dedicated RAM & CPU — Premium | 99.99% | ~4.3 minutes | ~52.6 minutes | < 99.99% |
Uptime is measured on a calendar month basis. The uptime percentage is calculated as: ((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100.
6.2 What “Uptime” Means
Uptime means that your hosted website is accessible and responding to HTTP/HTTPS requests from our monitoring infrastructure. A website is considered “down” when:
- It returns a 5xx server error (500, 502, 503, 504, etc.) consistently for more than 5 consecutive minutes
- It fails to respond to HTTP requests within 30 seconds for more than 5 consecutive minutes
- The server hosting your website is unreachable via our monitoring nodes
Brief intermittent errors lasting fewer than 5 consecutive minutes are not counted as downtime for SLA calculation purposes.
6.3 What Is Excluded from Uptime Calculations
The following events are excluded from uptime calculations and do not count toward SLA credit eligibility.
- Scheduled maintenance windows/Linux (with advance notice as defined in Section 6.5)
- Emergency maintenance required to address critical security vulnerabilities or infrastructure failures
- Downtime caused by actions or omissions on the client’s part, including: deploying broken code, incompatible plugins or themes, exhausting allocated disk space, or making server configuration changes without AAPTA SOLUTIONS LLC authorization
- Downtime caused by third-party services outside AAPTA SOLUTIONS LLC’s direct control, including DNS provider outages, CDN failures, third-party API unavailability, or DDoS attacks
- Downtime caused by Force Majeure events as defined in our Terms of Use
- Downtime during which the client has an outstanding unpaid invoice or suspended account
- Downtime resulting from suspension due to AUP violations
- Downtime affecting only a portion of a website (e.g., a single page or plugin) while the core site remains accessible
- Performance degradation that does not result in a complete service outage (slow loading is not classified as downtime)
IMPORTANT NOTE — WordPress Updates & Downtime:
WordPress websites can occasionally become temporarily unavailable during the application of WordPress core updates, plugin updates, or theme updates. This is an inherent behaviour of the WordPress platform and can occur regardless of how carefully updates are applied. Such update-related downtime is explicitly excluded from our uptime SLA calculations and does not qualify for service credits under any circumstance.
Our uptime SLA commitments and associated credit remedies apply exclusively to downtime caused by server-side infrastructure failures, hardware faults, data centre network issues, or errors directly attributable to AAPTA SOLUTIONS LLC’s own systems and operations.
We always perform a full automated backup immediately before applying any update and will work as quickly as possible to restore your site in the unlikely event that an update causes an outage — however, recovery time in such scenarios is not subject to SLA credit eligibility.
6.4 Uptime Monitoring
AAPTA SOLUTIONS LLC monitors hosted websites using enterprise uptime monitoring infrastructure that checks availability from multiple geographic locations at regular intervals (every 1 minute for Pro and Dedicated plans; every 5 minutes for Starter plans). Monitoring data is the authoritative source for uptime SLA calculations.
- Clients may also access a public status page at status.aaptasolutions.com (available upon platform launch) for real-time service status
- Uptime monitoring reports are included in monthly service reports for all plans
- Clients can optionally integrate their own third-party monitoring tools — however, AAPTA SOLUTIONS LLC’s monitoring data takes precedence for SLA credit calculations
6.5 Scheduled Maintenance Windows
AAPTA SOLUTIONS LLC performs scheduled maintenance to apply server patches, security updates, infrastructure upgrades, and performance improvements. We are committed to minimizing maintenance-related disruption:
- Standard maintenance window: Sundays, 2:00 AM – 5:00 AM IST (8:30 PM – 11:30 PM EST Saturday) — chosen to minimize impact on global client traffic
- Advance notice for planned maintenance: Minimum 48 hours via email and status page notification
- Maximum maintenance window duration: 3 hours for standard windows
- Emergency maintenance: May occur without advance notice when required to address critical security vulnerabilities or active infrastructure attacks. We will notify clients as soon as practicable after emergency maintenance commences
- Maintenance windows are excluded from uptime SLA calculations regardless of whether actual downtime occurs during the window
6.6 Incident Response for Hosting Outages
When a hosting outage is detected — either by our monitoring systems or reported by a client — the following incident response process is followed:
- Detection: Automated alert triggers within 1–5 minutes of incident start (depending on plan monitoring frequency)
- Acknowledgment: On-call engineer acknowledges alert and begins investigation within 15 minutes
- Client Notification: Initial status update posted to status page and email notification sent to affected clients within 30 minutes of confirmed outage
- Diagnosis: Root cause identification within 1 hour for most infrastructure-level incidents
- Remediation: Resolution or workaround implemented as quickly as possible — target resolution within 2 hours for most outages
- Post-Incident Report: For P1 incidents lasting more than 1 hour, a post-incident report (PIR) will be prepared and shared with affected clients within 5 business days of resolution, detailing root cause, impact duration, and preventive measures
7. SLA Breach Remedies — Service Credits
If AAPTA SOLUTIONS LLC fails to meet the commitments defined in this SLA, clients are eligible for service credits as described below. Service credits are the client’s sole and exclusive remedy for SLA breaches, except as otherwise required by applicable law.
7.1 Hosting Uptime Credits
Monthly Uptime Achieved | Shared Hosting Credit | Dedicated Hosting Credit |
99.95% – 100% (within SLA) | No credit | No credit |
99.50% – 99.94% | 5% of monthly fee | No credit (within Dedicated SLA) |
99.00% – 99.49% | 10% of monthly fee | 5% of monthly fee |
98.00% – 98.99% | 20% of monthly fee | 10% of monthly fee |
95.00% – 97.99% | 35% of monthly fee | 25% of monthly fee |
Below 95.00% | 50% of monthly fee | 50% of monthly fee |
7.2 Support Response Time Credits
If AAPTA SOLUTIONS LLC fails to meet the first response time commitments defined in Section 5.2 for two or more tickets in a single calendar month, the following service credits apply:
SLA Breach Frequency (in a calendar month) | Service Credit |
2–3 missed first response targets | 5% of monthly service fee |
4–5 missed first response targets | 10% of monthly service fee |
6 or more missed first response targets | 15% of monthly service fee |
Response time credits apply only to P1 and P2 tickets. P3 and P4 response time misses are managed through our internal quality improvement process but do not trigger automatic credits.
7.3 Credit Claim Process
Service credits are not issued automatically — clients must submit a credit claim. To claim a service credit:
- Step 1: Email [email protected] with subject line: “SLA Credit Claim — [Account Name] — [Month/Year]”
- Step 2: Include your account name, the specific SLA commitment you believe was missed, and supporting details (ticket numbers, timestamps, or outage period)
- Step 3: Claims must be submitted within 30 calendar days of the end of the month in which the SLA breach occurred. Claims submitted after this window are not eligible
- Step 4: AAPTA SOLUTIONS LLC will review the claim against our monitoring data and ticket records within 10 business days and respond with either approval, partial approval, or a written explanation of denial
- Step 5: Approved credits are applied to your next invoice. Credits have no cash value and cannot be refunded
7.4 Credit Limitations
- Total service credits in any single calendar month shall not exceed 50% of the monthly fee for the affected service
- Credits are applied to your AAPTA SOLUTIONS LLC account and deducted from the next invoice — they are not paid out as cash
- Credits are not cumulative across months — each month is assessed independently
- Credits are only available to clients whose accounts are in good standing (no overdue invoices)
- Credits do not apply to one-time services, project-based work, domain registration, or add-on purchases
8. Backup & Disaster Recovery
8.1 Automated Backup Schedule
AAPTA SOLUTIONS LLC performs automated backups of all hosted websites as part of our managed hosting service. Backup frequency varies by plan:
Feature | Starter | Professional | Agency | Enterprise |
Backup Frequency | Daily | Daily | Daily + On-demand | Daily + On-demand |
Backup Retention | 7 days | 14 days | 30 days | 60 days |
Off-Site Backup | Yes | Yes | Yes | Yes |
Backup Storage Location | Geographically separate | Geographically separate | Multi-region | Multi-region |
Restore Time Target | < 4 hours | < 2 hours | < 1 hour | < 30 minutes |
Self-Service Restore | No | Yes | Yes | Yes |
Pre-Update Backup | Yes | Yes | Yes | Yes |
8.2 Backup Limitations & Client Responsibility
IMPORTANT: Backups are a safety net, not a substitute for your own independent backup strategy. AAPTA SOLUTIONS LLC strongly recommends that all clients maintain their own off-platform backups in addition to our managed backup service.
- Backups are stored in geographically separate infrastructure from your primary hosting environment
- Backups cover website files (wp-content, themes, plugins), WordPress database, and server configuration files
- Backups do not cover: third-party email accounts, data stored in external services or APIs, or content stored outside the WordPress installation directory
- AAPTA SOLUTIONS LLC does not guarantee that backup restoration will recover 100% of data in all scenarios — data created after the most recent backup snapshot will not be recoverable
- In the event of a backup failure, AAPTA SOLUTIONS LLC will make commercially reasonable efforts to recover data from the most recent available backup point
8.3 Restoration Process
To request a backup restoration:
- Submit a support ticket marked URGENT (P1/P2 depending on severity) via your client portal or email [email protected]
- Specify the restoration point required (e.g., “restore to yesterday’s backup” or “restore to [specific date]” where available under your plan)
- For Agency and Enterprise clients: restoration requests submitted via WhatsApp will be treated with the highest priority
- Our team will confirm receipt and commence the restoration process within the resolution time targets defined in Section 5.4
- A staging environment restoration will be performed first where time permits, to allow you to verify the restored site before we replace the live site
9. Security Incident Response
Security incidents are treated as the highest priority class across all service plans. AAPTA SOLUTIONS LLC’s security incident response commitment is:
9.1 Security Incident Classification
- Critical Security Incident (P1): Active malware infection, ongoing hack, ransomware, website defacement, active data breach, compromised admin credentials with unauthorized access in progress
- High Security Incident (P2): Malware detected but not yet active, security vulnerability identified with exploitation risk, suspicious unauthorized user accounts, unexpected file modifications
- Medium Security Incident (P3): Failed brute force attempts (no breach), plugin vulnerability flagged by scanner, SSL certificate expiry warning
9.2 Security Response Commitments
- P1 Security Incidents: First response within 30 minutes (all plans); remediation commenced within 1 hour; client notification within 15 minutes of detection
- P2 Security Incidents: First response within 2 hours; investigation commenced within 4 hours
- P3 Security Incidents: First response within 6 hours; investigation commenced within 1 business day
For clients on Agency and Enterprise plans, P1 security incidents automatically trigger a WhatsApp notification to the client alongside standard ticket communication.
9.3 Post-Incident Support
Following resolution of a P1 or P2 security incident, AAPTA SOLUTIONS LLC will provide:
- A post-incident security report detailing the nature of the compromise, actions taken, and recommendations to prevent recurrence
- A complimentary 30-day enhanced monitoring period for the affected website
- Recommendations for security hardening measures to reduce future risk
- One complimentary follow-up security scan within 14 days of incident resolution to confirm clean status
10. Scheduled & Recurring Service Commitments
In addition to reactive support, AAPTA SOLUTIONS LLC’s managed plans include proactive and scheduled services performed on a regular cycle. The following commitments apply:
10.1 WordPress Updates
- WordPress core updates: Applied within 48 hours of stable release on all managed plans
- Plugin updates: Reviewed and applied within 7 days of release (critical security updates within 24 hours)
- Theme updates: Applied within 7 days of release, or as part of your monthly maintenance cycle
- All updates are preceded by an automated backup and performed on staging (where available) before applying to live sites on Agency and Enterprise plans
10.2 Security Scans
- Automated malware scans: Daily (all plans)
- Manual security review: Monthly (Professional plans and above)
- Comprehensive security audit: Quarterly (Agency and Enterprise plans)
10.3 Performance Checks
- Uptime monitoring: Continuous (every 1 min for Pro/Dedicated; every 5 min for Starter)
- Page speed performance review: Monthly (included in monthly report)
- Database optimization: Monthly automated run (all plans)
10.4 Monthly Reporting
All managed plan clients receive a monthly service report delivered by the 5th business day of the following month, covering:
- Uptime statistics for the previous month
- WordPress updates applied (core, plugins, themes)
- Security scans performed and results
- Backups completed and verified
- Support tickets resolved
- Performance metrics (load time, PageSpeed score where applicable)
- Recommendations for the upcoming month
Enterprise clients receive customized reports with additional metrics and business impact analysis as agreed with their dedicated account manager.
11. Client Obligations for SLA Coverage
AAPTA SOLUTIONS LLC’s ability to meet SLA commitments depends on your cooperation. The following client obligations must be met for SLA coverage to apply:
- Maintain active subscription payments — SLA commitments are suspended for accounts with overdue invoices
- Provide timely access to your WordPress installation, hosting credentials, and any third-party tools required to perform maintenance or resolve incidents
- Respond to requests from our team within a reasonable timeframe — for P1 incidents, our ability to resolve quickly depends on your availability to approve actions or provide information
- Avoid making unauthorized changes to your server configuration, WordPress core files, or hosting environment without notifying us — such changes may cause incidents that fall outside SLA coverage
- Report incidents and issues through official support channels (ticket, email, chat, or WhatsApp for eligible plans) — reports made through unofficial channels (e.g., personal social media messages to team members) are not covered by SLA response time commitments
- Maintain your own independent backups as a supplementary precaution alongside our managed backup service
- Ensure your website content, themes, and plugins comply with our Acceptable Use Policy — security incidents caused by AUP violations are not covered by SLA
NOTE: If a P1 incident requires client authorization or input and the client is unresponsive for more than 2 hours, the SLA response clock is paused until the client responds. Elapsed time during client unresponsiveness does not count toward our SLA measurement.
12. SLA Exclusions
This SLA does not apply to, and service credits are not available for, any service degradation, outage, or support delay caused by:
- Client actions or omissions, including deployment of incompatible code, plugins, or themes; accidental deletion of files; exhaustion of disk space; or unauthorized configuration changes
- Third-party service failures, including DNS provider outages, domain registrar issues, email delivery provider failures, CDN outages, or third-party API unavailability
- Force Majeure events as defined in the Terms of Use
- Scheduled maintenance windows announced with appropriate advance notice
- Suspension of services due to AUP violations, non-payment, or fraudulent activity
- Beta or experimental features explicitly designated as not covered by SLA
- Free trial accounts or services provided at no charge
- One-time project services (design, development, audits, penetration testing) — SLA response time commitments apply, but uptime and recurring service commitments do not
- Issues caused by your failure to fulfill the client obligations described in Section 11
- Internet routing issues, BGP failures, or backbone connectivity problems outside our network perimeter
- Issues with your end users’ devices, browsers, or internet connections
13. Communication Standards & Expectations
13.1 What You Can Expect From Us
- Acknowledgment of every ticket within the first response time targets defined in this SLA
- Clear, jargon-free communication about issues and actions being taken
- Proactive updates on open P1 and P2 tickets at minimum every 2 hours until resolution
- Honest and transparent communication if an issue is taking longer than expected, with a revised ETA
- A post-incident summary for all P1 incidents resolved
- Proactive notification of any scheduled maintenance at least 48 hours in advance
- Monthly service reports delivered on time
13.2 What We Ask of You
- Provide clear, detailed information when submitting tickets — the more context you give, the faster we can help
- Respond to our requests for additional information within a reasonable timeframe (especially critical for P1/P2 incidents)
- Use official support channels for support requests — this ensures nothing falls through the cracks
- Treat our team members with respect — we are committed to helping you, and we appreciate mutual courtesy
- Submit one ticket per issue — duplicate tickets create confusion and can slow down our response
13.3 Escalation Path
If you feel your issue is not receiving adequate attention or you are unhappy with the service level being provided, you may escalate through the following path:
- Level 1: Reply to your existing support ticket requesting escalation and stating the urgency
- Level 2: Email [email protected] with your ticket number and a description of your concern
- Level 3: Agency and Enterprise clients may contact their dedicated account manager directly via WhatsApp or email for expedited escalation
- Level 4: For formal complaints, email [email protected] with a written description of the service failure and the remedy you are seeking
We take every escalation seriously and commit to acknowledging management escalations within 2 business hours.
14. SLA Review, Reporting & Governance
14.1 Monthly SLA Review
AAPTA SOLUTIONS LLC conducts internal SLA performance reviews monthly. These reviews assess first response time adherence, resolution time performance, uptime statistics, and backup completion rates. Performance data is used to continuously improve our service standards.
14.2 Client SLA Reporting
SLA performance metrics are included in your monthly service report. If you wish to request an ad-hoc SLA performance report for a specific period, email [email protected] and we will provide it within 5 business days.
14.3 SLA Amendments
AAPTA SOLUTIONS LLC may update this SLA from time to time to reflect improvements in our service capabilities, changes in infrastructure, or evolving client needs. Any changes that reduce existing SLA commitments will be communicated by email with a minimum of 30 days’ notice before taking effect. Improvements to SLA commitments take effect immediately upon publication.
14.4 Custom SLA Addenda
Enterprise clients and white-label agency partners with specific SLA requirements beyond the standard commitments in this document may negotiate a custom SLA Addendum. Custom SLA Addenda supersede this standard SLA where they conflict and must be executed in writing by an authorized representative of AAPTA SOLUTIONS LLC. To discuss a custom SLA, contact [email protected].
15. Related Legal Documents
This SLA is part of the AAPTA SOLUTIONS LLC legal documentation suite available at aaptasolutions.com/legal:
- Terms of Use — aaptasolutions.com/terms-of-use
- Privacy Policy — aaptasolutions.com/privacy-policy
- Cookie Policy — aaptasolutions.com/cookie-policy
- Acceptable Use Policy — aaptasolutions.com/acceptable-use-policy
- Refund & Cancellation Policy — aaptasolutions.com/refund-policy
- Service Level Agreement — aaptasolutions.com/sla (this document)
- Disclaimer — aaptasolutions.com/disclaimer
- Data Processing Agreement — available on request
16. Contact Us
For all SLA-related inquiries, credit claims, escalations, and custom SLA discussions, please contact:
AAPTA SOLUTIONS LLC — Service Operations Team
General Support: [email protected]
SLA Credits & Billing: [email protected]
Escalations: [email protected]
Security Incidents: [email protected]
Enterprise & Custom SLA: [email protected]
Status Page: https://status.aaptasolutions.com
Client Portal: https://aaptasolutions.com/portal
Business hours: Monday–Friday, 9:00 AM–6:00 PM IST | 10:30 PM–7:30 AM EST
Extended hours (Agency & Enterprise): Monday–Saturday, 8:00 AM–9:00 PM IST
© 2025 AAPTA SOLUTIONS LLC. All rights reserved. Registered in the State of Wyoming, USA.
This Service Level Agreement was last reviewed and updated on March 1, 2026.
