Overview
This SLA describes target response and processing windows for Viyapara-managed services, including case operations and support interactions.
Targets are service-level goals, not absolute guarantees, and may vary based on case stage, authority queues, and client-side response times.
Service availability target
Viyapara targets consistent availability of support intake and case coordination channels during defined business hours.
Availability targets are measured with operational context and exclude scheduled maintenance, force majeure, and third-party platform outages.
Support hours and response times
Standard support and operations hours are Monday to Friday, excluding public holidays in Sri Lanka.
Requests submitted outside business hours are queued and addressed on the next business day.
- Critical operational blocker: target first response within 4 business hours.
- Standard service request: target first response within 1 business day.
- General inquiry: target first response within 2 business days.
Severity levels
| Severity | Definition | Target first response | Target update cadence |
|---|---|---|---|
| S1 | Critical blocker affecting active delivery or client operations. | Within 4 business hours | At least every business day until stabilized |
| S2 | High-impact issue with workaround limitations. | Within 1 business day | Every 1-2 business days |
| S3 | Standard request or non-blocking service question. | Within 1 business day | Based on case workflow milestones |
| S4 | General inquiry or low-impact clarification. | Within 2 business days | As needed based on inquiry scope |
Maintenance windows
Planned maintenance windows may be scheduled to maintain service quality and platform reliability.
Where practical, maintenance notices are shared in advance. During maintenance, response timelines may be temporarily adjusted.
Exclusions
This SLA excludes force majeure events, infrastructure outages outside Viyapara control, legal or regulatory changes, and third-party payment or authority delays.
SLA clocks may pause when required client inputs are pending, including missing KYC artifacts, delayed approvals, missing signatures, or payment holds.
Credits policy (if applicable)
This SLA does not create automatic service-credit entitlements unless explicitly agreed in writing for a specific engagement.
Where applicable, any goodwill or discretionary credit is reviewed case-by-case against dependency status and delivery history.
Contact
If SLA expectations are not met, escalate with case ID and issue summary through support.