PlasticWAY SLA Policy

Effective Date: 01/01/2025

This Service Level Agreement (SLA) outlines the commitments, responsibilities, and service standards for the provision of PlasticWAY’s cloud-based SaaS solutions ("Services"). The SLA is part of the agreement between PlasticWAY ("Provider," "we," "us") and its customers ("Customer," "you"). By using our Services, you agree to the terms set forth in this SLA.

1. Purpose

The purpose of this SLA is to:

  • Define the service levels PlasticWAY commits to provide.
  • Ensure consistent service quality and performance.
  • Establish clear metrics for measuring service availability, response times, and issue resolution.
  • Detail Customer and Provider responsibilities to maintain service standards.

2. Scope of Services

This SLA applies to the following aspects of the Services:

  • Service availability and uptime.
  • Response and resolution times for support requests.
  • Maintenance and updates.
  • Data protection and security measures.

3. Service Availability

PlasticWAY is committed to providing a reliable and uninterrupted service.

3.1 Uptime Commitment

  • Service Uptime: PlasticWAY guarantees 99.9% uptime per calendar month, excluding scheduled maintenance and events outside our control.
  • Downtime Calculation: Downtime refers to periods when the Services are unavailable due to issues within PlasticWAY’s control. It does not include:
    • Scheduled maintenance.
    • Downtime caused by third-party services or integrations.
    • Customer actions or inactions.
    • Force majeure events.

3.2 Scheduled Maintenance

  • Notification: Customers will be notified at least 48 hours in advance of any scheduled maintenance.
  • Timing: Maintenance will be performed during off-peak hours whenever possible to minimize impact.

4. Support Services

PlasticWAY provides 24/7 customer support to address technical and operational issues.

4.1 Support Channels

Customers can access support through:

  • Email: support@plastic-way.com
  • Live Chat: Available on our platform.
  • Phone: +91-8447 604609
  • Help Center: Access knowledge base and FAQs.

4.2 Support Tiers

Support is categorized into three priority levels:

5. Monitoring and Incident Management

PlasticWAY actively monitors the Services to ensure reliability and promptly addresses incidents.

5.1 Incident Reporting

  • Customers can report incidents via email, chat, or phone.
  • Support tickets will be assigned a priority level based on the impact.

5.2 Incident Resolution

  • Our team will:
    • Acknowledge the incident within the initial response time.
    • Investigate and identify the root cause.
    • Implement fixes or workarounds within the resolution time target.

5.3 Escalation Process

If a reported issue is not resolved within the resolution time target, it will be escalated to higher-level technical support or management to ensure prompt resolution.

6. Performance Metrics

PlasticWAY tracks and reports on the following metrics to measure service performance:

  • Uptime Percentage: The total uptime in a calendar month.
  • Mean Time to Resolve (MTTR): Average time to resolve incidents.
  • Response Times: Time taken to acknowledge and respond to support requests.

7. Customer Responsibilities

To ensure optimal service delivery, the Customer agrees to:

  • Maintain stable internet connectivity and compatible devices for accessing the Services.
  • Report issues promptly with clear and accurate details.
  • Provide necessary access or information for troubleshooting.
  • Follow PlasticWAY’s security and usage guidelines.

8. Service Credits

If PlasticWAY fails to meet the uptime commitment, Customers may be eligible for service credits as follows:



8.1 Claim Process

  • Customers must submit a service credit request within 15 days of the incident.
  • The request must include details of the downtime, including timestamps and descriptions of the impact.
  • Service credits will be applied to future invoices and are non-refundable.

9. Security and Data Protection

PlasticWAY ensures data security through:

  • Encryption: All data is encrypted during transmission and at rest.
  • Access Control: Only authorized personnel have access to customer data.
  • Regular Backups: Data is backed up daily to ensure recovery in case of an incident.

10. Exclusions

This SLA does not cover:

  • Issues caused by factors outside PlasticWAY’s control, such as third-party services, internet outages, or natural disasters.
  • Issues arising from unauthorized changes or use of the Services.
  • Customer-provided software, hardware, or network issues.

11. Modifications

PlasticWAY reserves the right to modify this SLA. Any changes will be communicated to Customers at least 30 days before implementation.

12. Contact Information

If you have questions or need support, please contact:

PlasticWAY
A-210, Jasola Vihar, Pocket-A
New Delhi, Delhi, India-110025
Mobile: +91-8447 604609

Email: info@plastic-way.com