This Service Level Agreement describes how EWARDS ENGAGEMENT PRIVATE LIMITED supports the AurDesk service. Where a customer's order states different commitments, the order prevails.
Availability
We run the service with the aim of keeping it available around the clock and will use reasonable efforts to restore it quickly after an outage. Planned maintenance is announced in advance where practical.
Support
Support is available by email at support@aurdesk.com on working days. We aim to respond to support requests within 7 working days. This is a target, not a guarantee, and we will often respond sooner.
Exclusions
Targets do not apply to problems caused by the customer's own systems, third-party services (including messaging channel providers), planned maintenance, or events outside our reasonable control.
Remedies
Any service credits or refunds for missed commitments apply only where the customer's order says so.