Last updated: 3 September 2026
This Service Level Agreement (SLA) summarises the standard commitments NCrypted Technologies Pvt. Ltd. makes for software development projects and for hosted or supported platforms. Specific terms for your project, product or subscription take precedence over this summary where they are set out in a signed statement of work, licence agreement or order form. Nothing in this SLA limits rights you have that cannot be limited by law.
This SLA applies to:
Ready-made scripts and clones sold for self-hosting are provided under their licence terms and do not include hosting or uptime commitments unless a support plan is separately purchased.
For active clients with a support or maintenance plan, we aim to respond to support requests and status updates as follows (business days):
Reported times are targets, not guarantees of a specific resolution by a fixed deadline. We keep you informed of progress on every tracked request.
For fixed-scope development engagements, we agree milestones, deliverables and acceptance criteria in the statement of work. We aim to meet each agreed milestone date; where a milestone slips, we communicate the reason and an updated plan before the original date passes. Acceptance testing is performed by you against the agreed criteria, and we address defects that fall within scope during the agreed warranty period.
Where we host a platform for you under a subscription, our target for the hosting service is 99.5% monthly availability, excluding planned maintenance announced in advance and events outside our reasonable control, including third-party infrastructure or network failures. We use industry-standard hosting and monitoring. Availability is measured monthly; if we fail to meet the target, the applicable remedy (such as a service credit or extension) is set out in your hosting agreement.
Under an active support plan, we provide maintenance that includes applying reasonable security and stability updates to the software we developed for you and providing bug fixes for reproducible defects. We do not include new features, major redesign work or integrations in standard maintenance unless agreed separately.
For delivered development work, we warrant that the deliverables materially conform to the agreed specifications for a warranty period stated in your agreement (typically 30-90 days from acceptance). During the warranty period we correct, at no additional charge, defects that we confirm to be within scope and reproducible. The warranty does not cover issues caused by third-party software, your own changes, misuse, or changes in platform or browser behaviour outside our control.
For hosted platforms, we maintain regular backups and apply reasonable security measures, including secure connections and access controls. We do not access client production data except to provide support or maintain the service, and we treat it as confidential. Our handling of personal data is set out in our Privacy Policy.
Support requests may be raised through your agreed account manager, email or the project channel agreed in writing. We encourage raising issues in writing so we can log, track and report on them. You will have a named point of contact for the life of the engagement.
Our commitments do not apply to: (a) defects or downtime caused by your or a third party's actions, hardware or software; (b) unauthorized changes or customizations made by you or others; (c) force majeure events or failures of third-party infrastructure, networks or the internet; or (d) use of the software in a way that breaches the licence or agreement.
We may update this SLA page to reflect our standard practice; changes to a signed agreement require amendment to that agreement. Questions about this SLA can be sent to info@ncrypted.com.