Service Level Agreement (SLA)

This SLA describes baseline availability, support, and incident-response commitments for CREEDA managed service usage. Version: 2026.04.03.

1. Service Availability Target

CREEDA targets high platform availability for core app functions on a commercially reasonable basis, excluding planned maintenance windows and force majeure events.

2. Incident Severity Model

• P1 Critical: platform unavailable or severe data-access disruption.
• P2 High: major feature degradation impacting active operations.
• P3 Medium: partial impairment with workaround available.
• P4 Low: minor issue, cosmetic bug, or documentation gap.

3. Support Channels and Response Objectives

Email support channel: creedaperformance@gmail.com

• Free users: 48-72 hours
• Premium/teams: Within 24 hours
• Critical issues: 6-12 hours

CREEDA provides support on a best-effort basis. While we aim to respond within defined timelines, resolution timelines are not guaranteed and depend on issue complexity.

4. Security and Breach Handling

CREEDA operates security controls aligned with modern cloud practices and investigates suspected incidents promptly. Material incidents are communicated to affected stakeholders within legally required windows.

5. Exclusions

• Outages caused by third-party providers outside CREEDA operational control.
• Misconfiguration, misuse, or unauthorized access from customer-side credentials.
• Scheduled maintenance and emergency patch windows.

6. Remedies and Limits

Unless separately agreed in writing, this SLA does not create unlimited compensation rights and is subject to Terms of Service liability limits.

7. Support Contact

Operational support and SLA escalation contact: creedaperformance@gmail.com | +91 9769911923