Service Level Agreement (SLA)

Last Updated: 27 April 2026

This Service Level Agreement ("SLA") describes the service levels, support commitments, availability targets, maintenance obligations, and customer responsibilities applicable to LuitBiz Software-as-a-Service (SaaS) solutions provided by Luit Infotech Pvt. Ltd. ("Luit Infotech", "LuitBiz", "we", "our", or "us").

This SLA forms part of the agreement between Luit Infotech and its customers and applies to all active LuitBiz SaaS subscriptions. The purpose of this document is to provide transparency regarding service delivery, support expectations, uptime commitments, and operational responsibilities. Based on the current LuitBiz SLA document, service availability, downtime calculations, support responsibilities, and service credit provisions are defined herein.

 

About LuitBiz SaaS Services

LuitBiz is a cloud-based enterprise software suite designed to help organizations manage documents, quality processes, business workflows, customer relationships, assets, and human resources.

The LuitBiz Suite includes:

Customers access LuitBiz applications through a secure internet connection without taking ownership of the underlying software infrastructure.

 

Service Availability Commitment

Luit Infotech is committed to delivering reliable and professionally managed SaaS services.

 

Availability Measurement

Service availability is measured at the application access point where customers connect to LuitBiz.

Availability is calculated as:

Availability (%) = ((Agreed Service Hours - Permitted Downtime - Downtime) × 100) / (Agreed Service Hours - Permitted Downtime)

Availability excludes approved maintenance windows and downtime events outside the responsibility of Luit Infotech.

 

Target Service Availability

Standard Availability Commitment

Target Availability: 99.5% or Higher

Luit Infotech continuously monitors infrastructure, applications, databases, and supporting services to maintain enterprise-grade service reliability.

 

Planned Maintenance

Occasionally, maintenance activities may be required to:

  • Improve security
  • Deploy product enhancements
  • Upgrade infrastructure
  • Improve performance
  • Maintain platform stability

Planned maintenance:

  • Will be communicated in advance whenever possible
  • Will generally be scheduled during low-usage periods
  • Does not count as service downtime

Service Definitions

 

Hosting Services

Luit Infotech assumes responsibility for hosting and maintaining the computing infrastructure supporting LuitBiz applications.

This includes:

  • Cloud infrastructure
  • Servers
  • Operating systems
  • Application environments
  • Databases
  • Storage infrastructure

Customers do not need to maintain server infrastructure for hosted deployments.

Application Administration

Luit Infotech manages:

  • Application deployment
  • System administration
  • Application monitoring
  • Database management
  • Security updates
  • Infrastructure maintenance

All hosted LuitBiz applications remain under the operational management of Luit Infotech.

 

Software Maintenance & Upgrades

Active subscribers receive:

  • Product updates
  • Security patches
  • Bug fixes
  • Feature enhancements
  • Platform improvements

Maintenance and upgrade services are provided during the active subscription period.

Application Recovery Services

To support business continuity, Luit Infotech maintains recovery procedures for:

  • Hosting infrastructure
  • Application environments
  • Databases
  • System configurations

Recovery capabilities are designed to minimize disruption in the event of unexpected service interruptions.

 

Data Storage & Retention

Customer data is stored and maintained in accordance with established operational and retention practices.

Luit Infotech implements backup and recovery processes designed to:

  • Protect customer information
  • Support disaster recovery
  • Maintain business continuity
  • Reduce risk of data loss

Support Management

Customers should designate authorized support contacts for communication with the LuitBiz Support Team.

Support requests may be submitted through approved support channels, including:

  • LuitBiz Help Desk
  • Email support
  • Phone support

Support requests should include:

  • Description of the issue
  • Affected users
  • Screenshots where applicable
  • Contact information

 

Customer Responsibilities

Customers are responsible for:

  • Maintaining reliable internet connectivity
  • Maintaining internal network infrastructure
  • Managing user devices and browsers
  • Assigning authorized support contacts
  • Reporting issues through approved channels
  • Ensuring timely subscription payments

Luit Infotech is not responsible for customer-side network or infrastructure issues that affect access to LuitBiz services.

Downtime Reporting

A downtime incident is considered reportable when:

  • The issue is submitted through approved support channels
  • Sufficient information is provided to investigate the issue
  • The issue is confirmed to affect service availability

Downtime calculations begin once the incident is formally reported and verified.

 

Downtime Exclusions

Downtime shall not be attributed to Luit Infotech when caused by:

  • Customer software issues
  • Customer infrastructure failures
  • Internet service provider disruptions
  • Third-party network failures
  • Customer configuration errors
  • Security incidents beyond reasonable control
  • Force majeure events
  • Customer misuse of the system
  • Scheduled maintenance windows

Such events are excluded from availability calculations.

Force Majeure

Neither party shall be liable for delays or failure to perform obligations resulting from circumstances beyond reasonable control, including:

  • Natural disasters
  • Acts of government
  • War
  • Civil disturbances
  • Widespread internet outages
  • Utility failures
  • Cybersecurity incidents beyond reasonable control

Both parties shall make reasonable efforts to mitigate the effects of such events.

 

Service Credits

If service availability falls below agreed service levels due solely to factors within the control of Luit Infotech, customers may be eligible for service credits.

Service Credit Schedule:

Monthly Availability Service Credit
95.1% – 95.9% 5% of Monthly Subscription Fee
Below 95% 10% of Monthly Subscription Fee

Requests for service credits with proof must be submitted no later than the end of the calendar month following the affected month.

 

Situations Not Eligible
for Service Credits

Service credits do not apply when downtime results from:

  • Customer actions
  • Customer configuration changes
  • Customer misuse
  • Scheduled maintenance
  • Force majeure events
  • Non-payment related suspension
  • Third-party failures
  • Internet connectivity issues
  • Violations of acceptable use policies

Security and
Business Continuity

Luit Infotech implements security and operational controls designed to support:

  • Service reliability
  • Infrastructure resilience
  • Data protection
  • Backup management
  • Disaster recovery
  • Business continuity

Additional details are available in our Security, Compliance, and Data Processing Agreement documentation.

 

Changes to this SLA

Luit Infotech may periodically update this SLA to reflect:

  • Service improvements
  • Infrastructure enhancements
  • Regulatory requirements
  • Operational changes

Updated versions will be published with a revised effective date.

Contact Information

For privacy-related questions, requests, or concerns, please contact:

Luit Infotech Pvt. Ltd.

Email: sales[AT]luitinfotech.com

Website: https://www.luitbiz.com

Phone: +91 8861347114

 

Our Commitment

Luit Infotech is committed to delivering reliable, secure, and professionally managed SaaS services. Through proactive monitoring, maintenance, support, and recovery processes, we strive to ensure that customers receive consistent service quality and business continuity while using the LuitBiz platform.

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Frequently Asked Questions

What uptime does LuitBiz provide?

Luit Infotech targets enterprise-grade service availability and continuously monitors infrastructure and applications to maintain reliable service delivery.

Does planned maintenance count as downtime?

No. Scheduled maintenance windows that are communicated in advance are excluded from downtime calculations.

How do I report a service issue?

Service issues should be reported through approved support channels such as the LuitBiz Help Desk or customer support team.

Are service credits available if uptime targets are not met?

Yes. Eligible customers may receive service credits when service availability falls below agreed thresholds due to factors within the control of Luit Infotech.

Is customer data backed up?

Yes. Luit Infotech maintains backup and recovery procedures designed to support business continuity and data protection.

LuitBiz Business Applications Software